Cable & Internet Provider Improves Service Reliability and Support Efficiency with Zendesk AI Solutions
Project Details
With thousands of tickets per day and slow field escalations, the provider worked with Valuehub to implement Zendesk AI, boosting response consistency and support efficiency across 300+ agents.
Challenges
High ticket volume across phone, email, and social channels created fragmented support with no centralized visibility for agents.
Slow, manual escalations to field teams caused delays in resolving outage-related issues and customer frustration.
Inconsistent response quality and limited proactive customer communication led to poor overall service experience.
The Results
Average resolution time
-40%
QA coverage
Manual sampling → 100% automated
Repeat outage calls
–20% (due to proactive updates)
Outage acknowledgment time
3 hours → 30 minutes
Solutions
Omnichannel Workspace unified all customer contact channels.
AI Agent and Copilot answered routine questions, reducing load.
Side Conversations enabled real-time field engineer coordination.
Auto QA and Custom SLAs prioritized urgent cases and quality.
