Swyft Home delivers great furniture and great support with eesel AI in Zendesk

• Swyft Home‘s support agents were manually triaging tickets and finding it hard to scale
• They chose eesel AI to use the power of an LLM to help use ticket context to automatically route, response, close, and sort their tickets inside Zendesk.
• eesel AI is able to clean up their Zendesk inboxes before agents even enter the picture.

You know Swyft Home. They’re the UK company that cracked the code on “sofa in a box” furniture, making stylish stuff that’s easy to get and even easier to assemble. They’ve delivered to over 500,000 customers, which is a fantastic problem to have.

But it was still a problem.

Delivering items and working in the ecommerce space means that customers need quick answers about their orders, and making sales based on unique customer specifications (like sizing questions, custom orders, or different sofa types) is important to capitalise on. 

Swyft Home knew that adding AI to their workflow would give them faster, more reliable support as well as make the most of pre-sales conversations.

When growth becomes a headache

As more and more orders flew out the door, the support team found themselves in a tough spot. Their manual system just couldn’t keep up.

• A bottleneck made of tickets: Every single ticket, whether it was a simple “where’s my order?” or a major delivery mix-up, had to be read, tagged, and assigned by a human. It was slow going, and it meant everyone had to wait longer for a reply.
• The same questions, over and over: A huge chunk of their day was spent answering repetitive questions. Delivery times, discount codes, refund policies… you name it. This left very little time for the team to handle the more complex issues that really needed a human touch, like a damaged item or a tricky delivery.
• Wobbly service levels: When a team is stretched that thin, it’s hard to be consistent. Response times varied, and that wasn’t great for a brand built on being reliable.
• An expensive scaling problem: The only solution seemed to be hiring more and more support agents. That’s a costly fix that doesn’t actually solve the real issue: the process itself was broken.

Furnishing their Zendesk with eesel AI 

Swyft Home decided to work smarter, not just harder. They brought in eesel AI to build a small, specialized AI team that lives right inside their Zendesk.

First, they gave the AI a brain. They connected eesel to all their key info—the website, their internal Notion docs, old support tickets, and macros. This gave the AI a complete picture of how Swyft Home works, powering a two-part bot team.

1. The AI Triage Agent

Think of this bot as the team’s super-efficient front desk. It’s the first to see every new ticket. It instantly reads the ticket, understands what the customer needs (thanks to learning from thousands of past tickets), and gets to work. It uses a couple of simple actions to keep things flowing:

• Zendesk Add Tag: It slaps the right category on the ticket, like ‘Delivery Issue’ or ‘Refund Request’.
• Zendesk Assign Ticket: It zips the ticket over to the right person or department. No more manual sorting.

2. The AI Customer Support Manager

This is the bot that handles the busywork. When the triage agent spots a common, easy-to-answer question, it assigns the ticket to this manager bot. Using the info from Swyft Home’s website and Notion docs, it fires back fast, accurate answers. It can also:

• Zendesk Close Ticket: If the question is answered, the bot just closes the ticket. Done.
• Zendesk Leave Internal Note: If things get a little complicated, it leaves a note for a human agent before handing it off.
• Zendesk Update Ticket: It keeps all the ticket fields tidy and up-to-date automatically.
• Do not reply: It’s also smart enough to spot spam and just ignore it.

How did it go?

eesel AI has completely transformed the way that Swyft Home approaches support. With the automated triaging and ticket actions, eesel AI is able to clean up their Zendesk inboxes before agents even enter the picture.

For Swyft Home, categorizing tickets correctly, updating ticket field information, and handing to the right team to handle are all essential components of their support workflow. Now that AI can automate these actions in seconds, the support agents are able to make the most of their time to dive deep into customer queries.

By enabling the ‘do not reply’ action, Swyft can also ensure that the AI is only handling what they want it to, based on the context of the ticket. No more spam, no more key questions getting left by the wayside – only smart, on-time support.