GENERAL BYTES integrates eesel AI with Confluence and Telegram

• GENERAL BYTES integrates eesel AI with Confluence and Telegram, providing customers with real-time access to product documentation.

• By leveraging a knowledge base of 329 articles, PDFs on EU directives, and a 72-page website, eesel AI delivers fast, relevant answers to customer queries.

• Since implementation, the company has seen a reduction in simple tech support inquiries, allowing the team to focus on complex cases.

GENERAL BYTES is a leading Bitcoin ATM manufacturer, offering one-way and two-way cryptocurrency kiosks to customers worldwide. With over 12,000 Bitcoin ATMs deployed in more than 60 countries, the company provides a cloud-based management system that enables operators to remotely monitor, update, and maintain their fleets.

As the company grew, it became clear that efficient access to information was essential for both customers and internal teams. With such a comprehensive and detailed database, GENERAL BYTES wanted to ensure that technicians working in the field could retrieve specific information instantly. Providing a more direct way for customers to find answers also helped the support team manage the volume of simple, repetitive questions more effectively.

This resulted in:

• A more streamlined way to access documentation for immediate problem-solving

• A reduction in tech support emails for basic inquiries

• A balanced workload for the support team, allowing them to focus on complex cases

Why GENERAL BYTES chose eesel AI

GENERAL BYTES maintains an extensive knowledge base in Confluence, containing over 300 articles covering configuration, installation, and servicing of their Bitcoin ATMs. This mature and reliable platform serves as their primary source of truth. In addition, their documentation includes EU directives PDFs and a 72-page website with product details and features.

The company explored several options, including developing an in-house AI solution, but quickly realized that maintaining a custom AI chatbot would require significant ongoing resources. Instead, GENERAL BYTES searched for a ChatGPT-like assistant to complement their Confluence setup and decided on eesel AI. They found that eesel was easy to set up, affordable, and was continuously adding and improving features.

“We could try to write our own LLM application but we didn't want to invest our time into that. We wanted something that we would not have to maintain and something that somebody else will work on improving,” says Karel.

GENERAL BYTES found that their key reasons for choosing eesel AI as a complementary tool were:

• Fast, AI-powered search: Customers can now ask configuration and troubleshooting questions and receive immediate, accurate guidance by searching through the existing documentation automatically.

• Seamless integration with Telegram: GENERAL BYTES developed a custom Telegram bot that interacts with eesel AI via its REST API, allowing customers to get answers instantly from any location.

• Real-time documentation access: The AI assistant pulls from the latest documentation, ensuring that customers always receive accurate information as updates are made in Confluence.

• Cost-effectiveness: eesel AI provided a scalable solution at a lower cost than hiring additional support staff, with clear, upfront pricing and no surprise overage charges or per agent fees.

The solution

GENERAL BYTES integrated eesel AI across two main channels:

Embedded iframe on Confluence: Customers browsing documentation can interact with “Julia”, their eesel AI bot, which helps them navigate the vast library of information more quickly.

Telegram integration: Julia is also connected to Telegram, helping field technicians and operators to retrieve knowledge base information quickly, without opening a browser or navigating through various pages.

This multi-channel approach ensures that customers receive fast, contextual, and actionable responses whether they are on-site troubleshooting an ATM or looking for compliance-related information.

The results

The impact of eesel AI on GENERAL BYTES’ support operations has been significant:

• Reduction in routine tech support tickets: Customers now find answers instantly, reducing the volume of basic email support requests and freeing up support agents for more complex cases.

• Faster problem resolution: Instead of navigating through multiple documents, users receive AI-powered guidance in seconds, improving efficiency and customer satisfaction.

• More focus on critical support issues: By automating responses to repetitive inquiries, GENERAL BYTES’ support team can now dedicate more time to intricate technical issues requiring human expertise.

Looking ahead with eesel AI

Beyond the technology itself, GENERAL BYTES has been particularly impressed with eesel AI’s responsive support team. When the company needed REST API access for their Telegram integration, eesel AI’s team, particularly Amogh, was quick to assist.

“Amogh was very responsive when it came to our request towards the REST API for Telegram. He also helped with the technical issues we had with the service. We understand that no product is perfect and we value the effort to fix things quickly,” says Karel.

As GENERAL BYTES continues to expand its global footprint, eesel AI remains a valuable part of its strategy for streamlining customer support and optimizing the use of its robust Confluence knowledge base. By leveraging AI for knowledge retrieval, the company has created a more efficient, scalable support system that benefits both customers and internal teams.

For businesses looking to enhance knowledge management, optimize self-service, and reduce tech support overhead, GENERAL BYTES’ experience with eesel AI highlights how the right tools can make a mature platform like Confluence even more powerful.