Case Study: Eftsure

Augmenting agent capability

When Zendesk announced AI Agents in 2025, Eftsure’s head of customer support Sewraj Boodhooa jumped at the opportunity. “We wanted to be the first up there to say we tried it, and it worked,” he explains. Boodhooa had two goals in mind—leveraging AI agents to reduce the workload for his team, and  ensure consistent customer experiences.

Introducing AI Agents would help speed up email response time – a task that typically took one to two days since an agent needed to respond to each query. On top of that, it would help improve the accuracy of chat communications with customers, since the chat widget previously available on the website was only providing three related articles to any query. 

Customers would then have to browse through these to find the right answers. “If they still couldn’t, the bot would end the conversation with a ‘get in touch’ option. It wasn’t convenient for customers,” explains Boodhooa. “We believed that introducing AI Agents could easily fix this.” All of which would enable Eftsure to focus on upskilling existing staff and strategically scale its future hiring

An immediate impact 

Eight months ago, Eftsure started the process of introducing AI Agents, working in conjunction with SuccessCX, a Zendesk Premier Partner. The SuccessCX team took time to understand the situation and put in the necessary groundwork, such as ensuring all the articles in Eftsure’s database were up to date and tailoring the solution to Eftsure’s needs. “We did a lot of testing and tweaking to ensure the AI Agents would fit different use cases,” adds Boodhooa.

Eftsure introduced AI Agents to handle email queries and replaced the chat widget, with supplier support AI Agents going live in May 2025, and customer support following four months later. “We saw results instantaneously,” says Boodhooa. The number of tickets drastically reduced, with 20 percent fewer tickets raised in both customer and supplier support. 

Customer support tickets dropped from a monthly average of 2,000 to 1,600 while supplier support tickets went from 2,500 to 2,000. Introducing the chatbot, also led to a drop in emails, with more customers opting to resolve their issues through a quick chat with an AI Agent. There was also an increase in both emails and chats occurring over Saturday and Sunday, thanks to the quick response option that was now available.

Faster and smarter query resolution

Today, about 68 percent of the routine queries are fully resolved by the chatbot and only 14 percent are escalated to human agents. This is largely because the AI Agents can draw from the Eftsure’s knowledge base and existing workflows to deliver precise, context-aware answers every single time.

Customers emailing inquiries now get an immediate response too, instead of waiting for an agent to get back to them within 48 hours. “This first email response provides a context aware answer to the customer and it already resolves over 25 percent of queries,” explains Boodhooa. “Subsequently, someone will review the response, and if needed, get back to the customer  with a more tailored answer. It’s a win-win situation for us,” explains Boodhooa.

Today, Eftsure agents are free to focus on more complex queries and take the time needed for longer, more high-level conversations since the AI Agents handle the simpler tasks. “It’s a huge shift from what we used to be able to do and has helped decrease our first response time significantly,” adds Boodhooa.

The AI Agents also helped streamline ticket triaging internally, determining which queue to place tickets in by asking a few questions when a query is entered. “Before, we would have everything come into our customer support email account, and then manually move those to the queues of other departments. But now, queries not related to customer support get redirected automatically and we don’t have to worry about managing those,” says Boodhooa.

Doing more with less

For the company, all of this directly translates into fewer customer service resource requirements for 2026 compared to the previous year. “It’s projected to increase our operational capacity by about 10 full-time employees in 2026. So we can increase staff productivity even further and scaling our operations will become much easier, ” Boodhooa adds.

Increasing Zendesk Copilot usage to further assist agents is next in the pipeline for Eftsure. Currently, agents are using the suggested first response feature that analyses entire conversations and crafts the body of the message. “We just have to read it and press tab if the message works or modify what’s needed by pulling in another macro,” says Boodhooa.

To further improve the quality of care for their customers,Eftsure plans to implement Zendesk QA this year. Followed by merging with the Zendesk instance at the company’s European customer service center for more connected and consistent service. At the end of the day, Boodhooa and his team are committed to the company’s mission. “Eftsure is focused on safeguarding and simplifying e-payments. Empowering our agents to deliver consistent, around-the-clock support to our suppliers and customers is an integral part of it.”