Getting energy back to support customers: Altid Energy’s Zendesk AI setup

Here’s how the Danish electricity provider used eesel’s AI tools in Zendesk to handle basic support questions for their 7,000+ customers.

The short version

• Who: Altid Energi, a Danish electricity company that prides itself on fair pricing.
• The problem: With over 7,000 customers, their support team was getting swamped. Wait times were creeping up, and agents were spending all day answering the same few questions about bills and products.
• The fix: They plugged eesel AI straight into their Zendesk workflows. They set up an AI Agent to automatically handle customer chats and an AI Copilot to help human agents write faster replies. The AI learned from their website, old support tickets, and Zendesk macros.
• The results:
  • Customers now get instant answers 24/7 for common questions.
  • Wait times are down, and the support team has room to breathe.
  • Questions about billing documents and product info are sorted automatically.
  • The whole support team is just… more efficient.

Meet Altid Energi

Altid Energi provides power to over 7,000 homes and businesses in Denmark. Their whole deal is about being a fair and transparent electricity supplier, offering power at cost price with no sneaky fees. It’s a simple promise that’s made them a top-rated provider by the Danish Consumer Council.

The problem: Happy customers, but a swamped support team

Growth is great, until it isn’t. As Altid Energi’s customer list grew, so did the number of support tickets. They hit a classic scaling snag: how do you keep up with demand without letting service quality slip?

The team was facing a few big headaches:

• The same questions, again and again: A huge chunk of the team’s day was spent answering repetitive questions about billing, suppliers, and subscriptions.
• Customers were left waiting: More tickets meant longer queues. Customers started noticing the delays, which put more pressure on the already busy team.
• Agents were stuck on easy questions: This was the real kicker. Their most skilled agents were tied up with simple, repetitive queries instead of using their expertise to solve the trickier problems that actually needed a human touch.

They knew they needed something that could give customers quick answers to common questions and free up their team to do more important work.

The fix: A smart AI assistant inside Zendesk

Altid Energi went with eesel AI because it plugged right into their existing Zendesk setup, which meant no messy, time-consuming migration. Their plan was pretty simple and had two parts: automate the frontline and give the human agents a helping hand.

First things first, they had to teach the AI. They pulled all their knowledge into one place for eesel to learn from:

• Their website: To answer questions about products and pricing accurately.
• Old Zendesk tickets: The AI combed through thousands of past conversations to learn the brand’s voice, understand context, and see what a good answer looks like.
• Zendesk macros: To make use of the canned responses and processes the team already had in place.

An AI agent to handle the front line

With all that knowledge packed in, Altid Energi launched an eesel AI Agent in their Zendesk messaging. The bot is now the first ‘face’ customers see, and it can instantly understand and solve common questions about billing and products all on its own. Removing a human in the loop to constantly monitor incoming tickets, and customers get what they need, 24/7.

An AI copilot to back up the human agents

When a trickier question comes in that needs a person to look at it, eesel’s AI Copilot steps in. It works right inside Zendesk, reading the conversation and suggesting accurate replies based on everything it knows. This helps agents answer way faster, keeps the tone consistent, and just makes handling tickets a lot less of a grind.

So, did it actually work? (The results)

You bet. Plugging in eesel AI completely changed how their support team works.

• Instant answers: Reduced wait times. The average first response time dropped since so many questions were answered instantly by the bot.
• Automatic resolutions: Incoming chats are now handled from start to finish by the eesel AI Agent, and trickier questions outside of the AI’s knowledge base are escalated to human agents.
• More productive agents: With the repetitive stuff off their plates, agents could handle more of the complex tickets each day and spend their time on conversations that really mattered.
• Happier customers: It turns out people like fast, 24/7 support. Altid Energi’s customer satisfaction (CSAT) score improved drastically.

What this means for Altid Energi

By adding eesel AI to their Zendesk, Altid Energi tackled their scaling problem head-on. Their support team went from drowning in tickets to being a super-efficient operation. Now, customers get instant help, and the human agents are free to focus on solving the problems that really require their skills. Bringing in AI didn’t just make things smoother internally; it made life better for their customers, too, cementing their reputation for great service.

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