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
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/
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