Increased efficiency in IT support through artificial intelligence (AI) – integration of Zendesk and mybits.ai

A medium-sized company from the e-commerce sector was faced with the challenge of making its rapidly growing IT support more efficient. Long response times, a high error rate when processing inquiries and an overstretched support department were increasingly affecting customer satisfaction. The aim of the project was to develop a scalable and intelligent solution for automating support processes that securely integrates both public and internal knowledge sources.

60 % shorter response times

Support requests through automated processes

Significant relief for the support team

More capacity for complex cases

Scalability ensured

Solution grows with the support volume

BITS was commissioned with the analysis, planning and technical implementation of an AI-supported support platform. At the heart of the solution is the combination of Zendesk as a ticket system and mybits.ai as intelligent middleware. This integration makes it possible to automatically analyze and respond to support requests while taking data protection into account and documenting all steps transparently.

Added value for the customer: Significantly shorter response times, a reduction in manual effort and a lasting improvement in customer satisfaction – while at the same time being scalable for further company growth.

Challenge

The implementation of the project presented several challenges:

High number of incoming support requests led to the team being overloaded
Long response times reduce customer satisfaction
Common errors in the manual processing of complex support cases
Need for a scalable solution that keeps pace with the company’s growth

Need to differentiate between public and sensitive internal data sources
Ensuring information security when using confidential content
Use of vector embeddings for context-based linking of different knowledge sources
Automation without loss of quality and precision in the answers

Realization

BITS developed an AI-based support platform that could be seamlessly integrated into the existing Zendesk infrastructure. The AI service mybits.ai was introduced as an intelligent hub to analyze incoming requests, answer them automatically and provide them with relevant sources. The solution was designed to integrate both internal knowledge databases and external, public sources in a secure and context-sensitive manner.

Automatic classification and forwarding: mybits.ai analyzes incoming tickets and categorizes them for targeted processing.
FAQ bot with LLM support: The bot answers frequently asked questions immediately and precisely based on internal and external data sources.
Intelligent escalation logic: Requests that require human review are automatically forwarded.

Context-based answer suggestions: AI-generated answers are provided with sources and suggested for review.
Sensitivity check: In the case of sensitive data sources, an explicit message is sent to the support employee.
Automated documentation: Every support case is fully logged – including communication history and data sources used.

Conclusion

The solution developed for AI-based automation of IT support demonstrates how modern technologies can improve the efficiency and quality of support processes. The secure differentiation between public and confidential data sources and intelligent automation not only relieves the burden on support, but also measurably increases customer satisfaction.

This project illustrates how AI technology can be integrated securely and practically into existing support processes. The combination of Zendesk and mybits.ai has helped to significantly reduce response times and noticeably relieve the burden on day-to-day support. The reliable integration of internal knowledge sources while maintaining information security is particularly helpful.

Florian von Keller, Project Manager & Consultant, BITS GmbH

Project roles at a glance

BITS experts took on the following roles in this project.

IT-Consulting/Consulting
IT Project Management
IT system architecture

Fullstack development
Infrastructure / Operation
DevOps

Tools & Technologies

The following tools and technologies were used in this project.

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