How Dreamscape Learn taught an AI to handle their VR Ed-Tech support tickets

The EdTech company used eesel’s AI agent to get on top of support, give instant answers, and free up their human experts.

Dreamscape Learn creates some seriously cool VR learning experiences. But as they got more popular, their support team was getting buried under a mountain of technical questions. They needed a way to handle all the support tickets without hiring a whole new army of people. So, they brought in an AI agent from eesel that works right inside their Zendesk.

The results? A majority of their tech support tickets are now solved instantly, response times are way down, and the human team can focus on the really tough problems.

A bit about Dreamscape Learn

If you haven’t heard of them, Dreamscape Learn is really shaking things up in education. They team up with places like Arizona State University to mix VR tech with great storytelling. Think biology or history lessons, but inside a headset. The goal is to make learning stick and help more students succeed.

The growing pains of a cool product

As Dreamscape Learn’s platform took off in more universities, their support team started feeling the heat. They were getting swamped with the same technical questions over and over: “How do I set up my headset?”, “Why isn’t this software working?”, “Can I order a new cable?”.

The problem was, even these “simple” questions needed someone with real technical know-how to answer them.

This led to a few headaches:

• Tough questions: Answering every single ticket required an expert, making it tough to give immediate, 24/7 help to students and teachers.
• Scalability issues: Relying on human experts for everything meant they couldn’t keep up with growth unless they just kept hiring.
• Slow sorting: Manually reading every ticket and sending it to the right person took time and slowed everything down. The team needed a way to separate the quick fixes from the real head-scratchers automatically.

Giving their Zendesk a brain with eesel

Instead of ripping out their whole system, Dreamscape Learn decided to add an AI agent from eesel right into their existing Zendesk setup. No big migration, no learning new tools. It was pretty straightforward.

Getting the AI up to speed: To get started, they connected the AI to their two best sources of information: their Zendesk Help Center and all their past support tickets. By digging through thousands of old conversations, the AI quickly learned how to talk to customers and solve the most common issues, just like a seasoned pro.

Putting the bot on the front lines: Once it was trained, the eesel bot got to work inside Zendesk’s messenger. It started handling the easy stuff right away, like answering basic tech questions and purchase inquiries. It could even run the same Zendesk Macros the human team used to follow standard procedures.

But what if a question was too tricky? The bot was smart enough to know its limits. Using eesel’s “Think Action,” it would figure out what the user needed and pass the ticket – along with all the context – to the right human expert.

A helping hand for the human team: The bot didn’t just pass the buck on tough tickets. When an issue got escalated, the eesel AI would leave a neat little internal note for the human agent. It summarized the problem and listed what troubleshooting steps it had already tried. This meant the team could skip the basic questions and get right to the heart of the problem.

Teaching self-service through eesel AI

By plugging eesel’s AI into Zendesk, things at Dreamscape Learn really started to click. The impact was pretty clear.

A significant portion of their technical support tickets are now handled from start to finish by the AI. That’s freed up hundreds of hours for the team every month. Now, students and teachers get instant help whenever they need it, day or night. And the support team? They get to focus their working hours on the trickiest issues, with all the simple stuff already sorted.

The takeaway

By adding eesel’s AI to the tools they already used, Dreamscape Learn managed to automate a huge chunk of their technical support. They’re now able to give their users great, instant service while letting their support team work on more meaningful stuff. It’s a pretty good example of how you can use what you already have to scale up your support without starting from scratch.