Cable provider improved reliability using Zendesk AI.
Telecom provider improved support efficiency using Zendesk AI 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
0
%
QA coverage in Manual Sampling
0
%
Repeat outage calls
0
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.
