How DAGO Express scaled European logistics support with Zendesk and eesel AI

• A European logistics company used eesel AI to automate support for both customers and transport partners.
• They operate across 38 countries, serving 15,000 business customers and 50,000+ transport partners.
• Their entire workforce? Fewer than 50 employees.
• The challenge: two very different audiences (corporate clients and drivers) asking the same questions again and again.
• The solution: specialized AI bots that deliver fast, accurate, 24/7 support.
• The result: fewer repetitive tickets, a less burned-out team, and more focus on running logistics at scale.

The problem: a whole lot of people with a whole lot of questions

DAGO‘s support team was basically stuck in a loop.

On one side, you had customers asking about placing orders, paying invoices, and other billing questions. Pretty standard stuff. On the other, you had a huge network of transport partners asking about registration, what documents they needed, and how to confirm a bid. Totally different worlds.

This created a few headaches:

• Two very different crowds: What a paying customer needs to know is completely different from what a driver needs. A generic, one-size-fits-all bot was never going to work and would just end up frustrating everyone.
• Asnwering the same questions For a small team, manually answering the same queries day-in and day-out was a huge time sink. It was stopping them from dealing with complex shipments or other issues that actually needed a human touch.
• Logistics never sleeps: Trucks are on the road 24/7, which means people need help at all hours. For a small, centralized team, trying to cover every time zone in Europe was a tall order.

The fix: some smart, specialized bots

Instead of a one-bot-fits-all approach that usually annoys everyone, DAGO Express used eesel AI to get a little more specific. The whole thing boiled down to two main steps.

1.Giving the bots a brain: First, DAGO connected eesel AI to all the places their information lived. This wasn’t just a quick skim of a FAQ page. We’re talking their public Website, their internal process docs in Notion, and their entire Zendesk instance – help articles, macros, old tickets, the works. Suddenly, the AI had all the context it needed to give real, helpful answers that actually sounded like they came from DAGO.

2. Putting the bots to work: With all that knowledge locked in, DAGO created three different bots to serve their different audiences.

• A bot for customers: Deployed on their main site using the eesel AI Chatbot, this bot is ready to help customers 24/7 with the usual suspects: “How do I place an order?” or “What’s up with my invoice?” It’s the first line of defense, handling simple questions so the team doesn’t have to.
• Bots for the partners: To help their massive network of 50,000+ transport partners, they set up specialized bots just for them. Whether it was a solo driver or a big carrier company, they could get instant answers about how to sign up, what paperwork they needed, or how the bidding process worked.

How’d it go?

Bringing in eesel AI really changed how DAGO’s support team operates.

• The team got their time back: Instead of answering the same easy questions all day, they could focus on the tricky logistical puzzles that actually required a human brain.
• Help around the clock: Customers and partners in any of their 38 countries could get help instantly, no matter the time zone.
• A small team doing big things: The lean support crew could now handle a huge number of users without feeling totally overwhelmed.
• Faster onboarding for partners: New drivers and carriers could get their questions answered on the spot, which meant less friction and a much faster sign-up process.
• They can grow without breaking: DAGO can now add more customers and drivers to their network without having to hire a new support person for every handful of users.

What DAGO Express pulled off is a perfect example of using AI the smart way. They didn’t just throw a generic chatbot at the wall and hope it stuck. They used eesel AI to create specific tools for specific groups of people, all pulling from the information they already had in places like Zendesk and Notion.

Their team gets to stop being a walking FAQ page and get back to managing time-critical shipments across Europe. Which, after all, is the whole point.

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