Zendesk AI Assistant Delivers 40% Faster Ticket Resolution and Higher CSAT
Support teams at growing tech companies often face a common challenge: as user numbers climb, so do the support tickets, but budgets rarely allow for additional headcount. At Hyperskill, we tackled this head-on by creating Taylor, our AI-powered support specialist integrated directly into Zendesk. After implementing Taylor, we saw measurable, impactful business results within just four months:
How Taylor Works
Taylor doesn't rely on complex infrastructure or heavy engineering resources, it's integrated directly with Zendesk via secure APIs:
- Ticket Collection: Every few minutes, Taylor pulls new and open tickets from Zendesk.
- Spam Filtering: Incoming tickets pass through a lightweight spam detection model.
- Information Retrieval: Taylor searches a specialized knowledge base created from our Help Center articles and past resolved tickets.
- Response Generation: Taylor generates a clear, professional response using industry-standard LLM providers like GPT-4, Claude, or Gemini, based on relevance and cost-efficiency.
- Quality Check: The generated response undergoes an automatic internal assessment and receives a quality score ranging from 0 to 10.
- Action Decisions:
- Scores below 6: Taylor leaves a private note for a human support agent.
- Scores 6 and above: Taylor posts the response publicly.
- Scores of 8 or higher and fully resolved: Taylor closes the ticket directly.
- Analytics and Monitoring: Every interaction, including response quality and cost, is logged for analysis and continuous improvement.
Importantly, settings and quality thresholds can be adjusted easily without involving developers, giving our support managers direct control.
Impact for Tech Leaders
- Effortless scaling: Handled a 19% surge in tickets without missing a beat.
- Actionable insights: Real-time analytics highlight exactly which articles or workflows need attention.
- Predictable AI spend: At ~$0.09 per ticket, you can forecast costs as easily as your human-powered support.
- Rock-solid security; All customer data stays in your environment, anonymized before it ever reaches an LLM.
Want to build workflows like Taylor?
Give your team the hands-on know-how to design, deploy, and iterate AI-driven support & outreach pipelines:
- Automated end-to-end flows: from data ingestion to smart routing
- AI-powered decisioning: embed context and personalization at scale
- Built-in observability: monitor quality, costs, and performance in real time
Level up with Hyperskill’s mentor-led practical bootcamps that get your engineers building production workflows in weeks.
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