How Medline Uses Zendesk AI Bots to Manage Over 800,000 Tickets Annually and Boost Agent Productivity

By: GoBeyond Team
July 3, 2025
3 min read
Medline Zendesk AI ticket management dashboard

Quick Overview

Medline employs Zendesk AI bots to automate ticket sorting and responses across multiple channels, freeing agents to focus on complex issues. Zendesk Copilot assists agents with insights for better problem-solving, improving customer experience and scaling ticket management.

Medline
Medline
Company Size
~20,000 employees
Revenue Range
$20B+ annual revenue
Primary Challenge
Managing high ticket volumes efficiently while maintaining service quality
Key Metrics
\- 800,000+ tickets managed annually\- Increased agent productivity\- Improved customer experience\- Scalable ticket management

The Problem

Manual ticket handling overwhelmed support agents and slowed response times

The Solution

Zendesk AI bots automate ticket categorization and initial responses; Copilot provides agent assistance with insights

Results

\- Enhanced support efficiency\- Faster issue resolution\- Better customer satisfaction

Details

Industry
Healthcare & Medical
Departments
Customer Support & Service
Operations & Workflow Automation
Use Cases
Customer Ticket Management
Tags
NLP
Real-Time Processing
Scalability
SaaS
Support Teams
AI Tools Used
Zendesk AI
Sources
https://www.zendesk.com/blog/ai-powered-ticketing/

More Case Studies

See All
How Mortenson Construction Improved Project Efficiency by 38% Using Doxel’s AI-Powered Construction Progress Tracking
Real Estate
How Bloomfire Enhanced Knowledge Management and Employee Experience with AI
Technology & SaaS
How Intesa Sanpaolo Built Its Democratic Data Lab with Google Cloud to Enhance Risk Management and Democratize Data Access
Finance & Banking
How Zapier Boosted Remote Team Collaboration with AI-Driven Internal Chat System
Technology & SaaS
How RBC Wealth Management Digitally Transformed Client Onboarding with Low-Code Automation
Finance & Banking
How Stick Shift Driving Academy Increased Organic Traffic by 72% and Inbound Calls by 120% Using MarketMuse AI
Education & EdTech

🤖 Chat with AI

Type...