Stereolabs automates half of its e-commerce support for over 100,000 developers

• Stereolabs builds some seriously cool tech - AI-powered 3D cameras used in robotics, self-driving cars, and more.

• Their customers are developers and businesses, a crowd that knows their stuff and expects top-tier technical support.

• They rely on the mature, reliable Zendesk platform and Shopify for their ecommerce support processes and needed a way to handle the repetitive queries to help them scale.

Stereolabs added eesel AI to their Zendesk to automate Shopify actions and handle queries

The idea wasn't to replace their helpdesk, but to work right inside of it. Stereolabs used eesel to build a complementary AI agent that could tackle all those frontline e-commerce questions directly in Zendesk, leveraging Zendesk's impressive ecosystem.

Here’s how they got it up to speed:

First, they gave the AI a brain. eesel connected directly to all of Stereolabs’ key info sources with just a few clicks:

• Live data: It hooked straight into Shopify and the reliable Zendesk ticketing system to get real-time order and customer information.

• Existing knowledge: The AI also learned from their website, public Help Center, internal macros, and - most importantly - their history of past tickets. This was key because it didn't just learn the right answers; it learned how to talk like a Stereolabs human.

It was set up with a bunch of "AI Actions" that let it work across different platforms.

In Shopify, it could:

• Fetch order details & history: Answering "Where is my order?" became instant.

• Fetch customer details: It knew who it was talking to and could see their past purchases.

• Get product variants & info: It could even handle pre-sale questions about specific products.

And in Zendesk, it could:

• Add tags: Automatically label tickets like 'refund_request' or 'shipping_status' to keep things organized.

• Leave internal notes: If a ticket needed a human touch, the bot would leave a summary so the agent had all the context they needed.

This meant the eesel agent became the first responder for e-commerce questions, creating a much smoother process for everyone.

Using the latest tech for their support has evolved their processes

Almost half of all their Shopify-related tickets were completely resolved without a human agent ever touching them. This freed up the equivalent of a full-time agent's workload.

For customers with those common questions, the first response time dropped immediately. No more waiting around for a simple tracking update.

The results went beyond just the numbers, too.

The support team could finally breathe. They were able to shift their focus back to the complex technical challenges that their developer community relied on them for, which is a lot more interesting than copy-pasting tracking numbers all day.

Stereolabs can now keep growing without worrying that their support quality will slip. The AI handles the basics consistently and accurately, day or night, which means the human team is ready and waiting for the tough stuff.

Sound familiar? If you're tired of your team answering the same e-commerce questions over and over, you can book a demo with eesel AI and see how it works.