How AppXite’s digital marketplace and billing system evolved with AI for Zendesk and Teams

Here’s a challenge many B2B companies face: when your product is powerful and packed with features, your support team often gets buried under a flood of repeat questions.

That was the exact spot AppXite found themselves in. They needed a way to give their customers fast, accurate answers around the clock without burning out their support team. They found their answer by putting an AI support agent from eesel on the front lines.

Here’s a quick look at how it went down:

• The Problem: Their support crew was buried under a mountain of repetitive questions about their B2B platform.
• The Fix: They set up an eesel AI bot on their Zendesk Help Center and website to act as the first point of contact.
• The Outcome: The bot now handles a huge chunk of the routine questions, freeing up the human agents for the tricky stuff and giving customers instant answers, day or night.

AppXite’s background

In short, AppXite is a B2B software company that makes life easier for distributors, telcos, and vendors. They provide a pretty slick digital marketplace and billing platform that helps other businesses automate and grow their subscription services. Their customers are all over the world, ranging from small businesses to huge enterprises, and they all depend on AppXite’s platform to run things smoothly.

A great platform with growing pains

Because AppXite’s platform is so capable, their support team was facing a few big headaches.

First, the sheer number of repetitive questions was a drag. The team was constantly answering the same things about product features, pricing, and how to find the API documentation. It’s important stuff, but it was eating up a ton of time.

With customers in different time zones, being available 24/7 was another major hurdle. Nobody wants to wait until the next business day for a simple answer.

All this meant that the human agents, the real experts, were spending their days on simple questions instead of digging into the complex technical tickets where they were needed most. On top of that, they had to make sure every customer got the same, correct information every single time, which is tough to do manually at scale.

Connecting eesel: An AI-powered first line of support

AppXite decided they wanted to build a smart, automated layer for their support. The goal was to have something that could instantly handle most of the common questions and then smoothly pass the tougher ones to their human team in Zendesk.

They used eesel AI to create a public-facing bot that was trained on two key sources of information: their Zendesk Help Center and their public website. This meant the bot knew all about the official support articles, FAQs, product features, and company info. They dropped this bot into a chat widget on their site, ready to help customers the moment they had a question.

But what happens when the bot can’t help? That’s the clever part. AppXite set up a Zendesk Chat Handover action. If a customer asks a question that needs a human brain, or if they just ask to speak to a person, the eesel bot doesn’t just give up. It packages up the entire conversation and hands it off to a live agent in Zendesk. No more making customers repeat themselves. It’s a smooth transition that keeps everyone in the loop.

As a bonus, they even set up a separate bot for internal use in Microsoft Teams. It helps their own employees find information scattered across the company, which is a nice little efficiency boost for everyone.

Getting the best of both worlds

By mixing AI automation with their team’s expertise, AppXite basically got the best of both worlds.

The support team is way more efficient now. A huge chunk of incoming customer chats are handled by the bot from start to finish. This freed up the human support team to stop answering “Where can I find the API docs?” and start focusing on the tough, high-value problems that actually require their skills.

And for customers, the experience is just better. They get instant answers 24/7, no matter where they are. The time it takes to get a first response has been slashed, and since the bot pulls its answers directly from official sources, the information is always accurate and consistent.

Best of all, this whole setup is built to scale. As AppXite continues to grow, they can handle more customer inquiries without having to hire a proportionally massive support team. They’ve built a support model that can grow right alongside their business.