How Gcore tamed global hosting and cloud services support with two AI bots

Gcore is a big player in the cloud and AI infrastructure space, with a whole suite of complex products. The problem? Supporting their diverse base of customers across the globe, 24/7, without their support team getting completely swamped.

They landed on a pretty smart two-bot approach with eesel: one to help customers help themselves, and another to give their own internal team a helping hand. It worked. The new setup knocked down the number of common support tickets, made the support agents quicker on the draw, and gave Gcore a way to offer round-the-clock first-line support.

So, who is Gcore?

Based in Luxembourg, Gcore provides some serious muscle in cloud computing, content delivery, and security. We’re talking over 500 employees, a network with 210+ points of presence, and 50+ cloud locations. They work with all sorts of clients, from huge gaming companies to startups, who all need their digital operations to be fast, stable, and secure.

The growing pains of global, technical support

With over 50 different cloud services, Gcore hit a tricky spot with their support. Their customers know their stuff and ask tough questions about things like DDoS protection, API integrations, and tricky service setups.

This created a few headaches:

Their support team was constantly flooded with detailed questions that needed deep product knowledge. With customers on six continents, the demand for support never slept, but they can’t just keep hiring people endlessly.

Agents were spending too much time digging through different documents or answering the same questions over and over, which slowed them down. Plus, with so many products, making sure every agent gave the exact same, correct answer every time was a huge challenge.

A clever two-bot solution from eesel AI

To get a handle on all this, Gcore turned to eesel AI. They rolled out two different AI bots, each with its own specific job, to help both their customers and their own support crew.

Bot #1: Front-facing customer service bot

First up, Gcore launched an eesel-powered chatbot on their Website and public chat channels to handle the common questions right away. This bot is the first “face” users see when they need help.

It’s trained on Gcore’s public info, like their website and Zendesk Help Center, so it can spit out instant answers about security, account setup, and other frequent topics. If a question is too tough or someone just wants to talk to a person, the bot uses eesel’s Zendesk Chat Handover to smoothly pass the conversation to a live agent, complete with the chat history so no one has to repeat themselves.

Bot #2: The internal AI assistant

To give their own support team a boost, Gcore put a second eesel bot to work right inside their Zendesk. Think of it as a super-smart assistant that’s always on call for the support team.

This internal bot has access to more information, including internal Zendesk macros and the entire history of past tickets. It learns from issues that have already been solved, which is incredibly useful. Agents now use it to pull up accurate answers in a flash, draft responses based on what’s worked before, and even get new team members up to speed faster.

So, did it actually work?

Yes. The two-bot system has really changed things for Gcore’s support team.

The public-facing bot is handling a ton of the common questions, which means the human team can focus on the gnarlier problems. Inside Zendesk, the agent co-pilot has cut down on the time agents spend hunting for information, so they’re solving tickets way faster.

For customers, this means they get answers instantly, any time of day. And if they do need a person, the handoff is clean and the agent is better prepared to solve their problem quickly. Best of all, since both bots pull from the same source of truth, the answers are always consistent. No more conflicting advice.

The takeaway: AI that helps everyone

Gcore had a classic problem: how to provide great support as they grew, without overwhelming their team. By using eesel’s flexible, two-bot system, they made things better for their customers and their own staff. It’s a great example of using AI to handle the load without sacrificing the quality of your support.

Think this could help your Zendesk team? Book a demo with eesel AI.