Rise Vision: SaaS for signs plugs in eesel to handle Zendesk queries

Rise Vision, a company that runs the software for over 60,000 digital signs, was expanding fast. More customers and more screens meant their support team was getting swamped with questions on Zendesk.

They needed a way to keep up with all the tickets without having to hire a whole new army of support agents. Their solution was to bring in eesel AI and create a duo of specialized bots right inside Zendesk – one to help customers directly, and another to act as a secret weapon for their human agents.

If you’ve ever seen a digital menu, a school announcement board, or a welcome screen in a lobby, there’s a good chance Rise Vision was the magic behind it. They provide the cloud-based software that helps over 9,000 organizations get their message out on digital displays. With a library of over 600 templates and software that works with all sorts of hardware, they make it easy for anyone to manage a whole network of screens.

A global user base with 60,000+ screens (and questions)

As Rise Vision grew, so did the support queue. With 60,000+ screens online, there was a never-ending flow of questions coming into Zendesk. Some were simple “how-to” queries, while others were tricky technical problems.

The team was feeling the pressure. Customers needed fast, correct answers to keep their signs running, but the team was getting bogged down. Agents spent a lot of time digging for answers in the Help Center, sifting through internal Google Drive docs, and looking up old tickets. It was clear that just throwing more people at the problem wasn’t a sustainable plan. They needed to work smarter, not just harder.

The dual bot set up: internal and external

Rise Vision used eesel AI to build two bots that live right inside Zendesk, so the team didn’t have to change their workflow or learn a new tool. This one-two punch tackled the ticket problem from both the outside and the inside.

Meet bot #1: The friendly front door

The first bot is the public-facing one. Think of it as the first line of defense, handling the easy stuff so the human team doesn’t have to. Its job is to give customers instant answers and solve the common, repetitive questions on the spot.

To get it up to speed, they fed it info from their public Help Center and some hand-picked Google Docs. It also learned from thousands of past support tickets, so it understood the kinds of problems people actually run into. Now, when a customer has a general question or a basic troubleshooting issue, this bot jumps in 24/7, giving them an answer right away. This frees up the human agents to focus on the tougher nuts to crack.

Meet bot #2: The agent’s secret weapon

The second bot is the internal co-pilot, and it’s a game-changer for the support team. It works behind the scenes, giving agents instant info and automating some of the tedious parts of the job, all without them ever having to leave the Zendesk ticket they’re working on.

This bot knows everything the public one does, plus it has access to a bunch of internal-only Google Drive documents, Zendesk Macros, and the entire ticket history. Here’s what it does for the team:

• Finds answers in a flash: Instead of opening a dozen tabs to search for a specific troubleshooting guide, an agent can just ask the bot a question inside the ticket. What used to be a five-minute scavenger hunt is now a five-second conversation.
• Handles the busywork: The bot can automatically update ticket fields, like setting the priority or category based on what the customer wrote. This keeps the queue organized and makes sure tickets get to the right person without anyone having to do it manually.
• Gives agents a head start: The AI can summarize the customer’s problem, pull up similar past tickets, or even suggest a full reply. The agent can then review the info, tweak it if needed, and send it off. It’s like having a research assistant for every single ticket.

Faster self-service for the easy questions, faster drafts and resourcing for tricky ones

By putting eesel’s AI to work, Rise Vision saw some big changes pretty quickly.

The support team could suddenly breathe again. With the bots handling research and ticket sorting, agents had more time and brainpower to focus on solving the really tricky problems. They were closing more tickets per hour, but it felt less frantic.

Customers got faster answers, too. The public bot provided instant help for common issues, and the internal bot helped the human team slash their response times for everything else. And because everyone – bot and human alike – was pulling answers from the same, up-to-date knowledge sources, the support became much more consistent.

Best of all, Rise Vision can now keep growing without worrying that their support quality will slip. The AI absorbs a huge chunk of the routine work, making the whole team more effective.

A simple idea that made a big difference

By building eesel AI into their existing Zendesk setup, Rise Vision turned their support process from a manual grind into a smart, efficient operation. Their two-bot strategy shows that you don’t need a massive, complicated overhaul to make a huge impact. Sometimes, just giving your team the right tools to deflect the simple stuff and speed up the hard stuff is all it takes to provide great service, no matter how much you grow.