Quick Overview
Motel Rocks implemented Zendesk Advanced AI to automate customer inquiry management while maintaining brand voice, using AI chatbots for self-service and intelligent triage. This led to faster ticket handling, reduced ticket volume, and enhanced customer satisfaction.
Motel Rocks
Company Size
7 agents
Revenue Range
Not publicly disclosed
Primary Challenge
Managing growing customer inquiries efficiently during hypergrowth while maintaining personalized service
Key Metrics
\- 43% of tickets deflected by AI agents\- 50% reduction in ticket volume\- 9.44% increase in customer satisfaction (CSAT)
The Problem
Manual customer service was overwhelmed by growing ticket volume, limiting response speed and agent focus on complex queries.
The Solution
Deployed Zendesk Suite Pro with Advanced AI powered by Amazon Bedrock, enabling AI chatbots for self-service, live chat, and intelligent triage analyzing customer sentiment and intent in real time.
Results
\- Tripled self-service usage\- Halved ticket volume through deflection\- Faster ticket handling and prioritization\- Agents empowered with real-time sentiment and intent insights\- Improved overall customer experience and agent efficiency
“The ability to identify the customer's intent is probably one of the best things we’ve seen.”“Self-service is so important for keeping the workload down and improving the shopping experience.”
Lucy Hussey, Customer Service Manager
Details
Industry
Retail & E-commerce
Departments
Customer Support & Service
Use Cases
Customer Ticket Management
Live Chat Support
Customer Feedback Analysis
Tags
GenAI
NLP
AI Tools Used
Zendesk AI
Sources
https://www.zendesk.com/customer/motel-rocks/https://www.vktr.com/ai-disruption/5-ai-case-studies-in-customer-service-and-support/
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