- Client: EDIS Global
- Industry: VPS Hosting & Infrastructure
- Regions Served: 40+ countries and regions
- Use Case: Multilingual Customer Support Automation
- Impact: 85%+ issue resolution by AI across 8 languages, reduced costs, and accelerated support scalability
Overview
EDIS Global is a leading provider of Virtual Private Server (VPS) hosting, offering reliable infrastructure services in over 40 countries worldwide. With their global expansion came a proportional increase in customer support complexity—making it one of the key bottlenecks to continued growth. To overcome these challenges, EDIS Global partnered with Aissist.io to implement an AI-powered hybrid customer support team, combining the best of human expertise with the scalability, consistency, and multilingual capabilities of AI.
Challenges
As EDIS Global scaled its footprint across continents, it faced several operational hurdles:
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Multilingual Support Needs Operating in 40+ countries meant supporting customers in numerous languages. Hiring and retaining multilingual agents was not only costly but logistically unsustainable.
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Rising Cost of Support With increasing support traffic, costs kept climbing—especially as customer expectations for speed and quality remained high.
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Complex, Technical Issues VPS hosting often involves nuanced, highly technical customer issues. Training new agents to master these scenarios was time-consuming and often inconsistent.
Solution
Phase 1: Assisted Response Drafting
EDIS began its AI journey conservatively by leveraging Aissist.io’s auto-draft feature. The AI would:
- Read incoming tickets
- Compose draft responses with appropriate technical guidance and tone
- Allow human agents to review, modify if needed, and send
This not only accelerated response times but also served as a training tool for new support agents, who could learn from high-quality AI drafts.
Impact:
- AI-assisted 85% of all tickets
- Internal trust in the AI system began to grow
Phase 2: AI Takes the Lead
With confidence in Aissist.io’s performance rising, EDIS moved into full AI operation mode. Key upgrades in this phase included:
- Independent AI handling of customer queries
- Continuous learning from internal documentation, new websites, and product updates
- Custom API integrations to enable AI to manage complex actions like troubleshooting, invoice retrieval, and account management
Impact:
- AI now autonomously resolves over 85% of all incoming issues
- Covers 8 major languages, reducing dependency on expensive multilingual staff
- Round-the-clock support delivery, even outside standard business hours
Phase 3: Toward Full AI-Driven Support
Looking ahead, EDIS and Aissist.io are planning the final evolution: full end-to-end AI-led customer support, where AI handles 100% of conversations without human intervention. This includes:
- Advanced troubleshooting
- Dynamic issue routing
- Personalized onboarding and technical guidance
- Multimodal learning from video, logs, and technical knowledge bases
Impact:
- 100% AI-driven support by 2025
- Enhanced customer satisfaction and retention
- Reduced operational costs
Results
- AI now autonomously resolves over 85% of all incoming issues
- Covers 8 major languages, reducing dependency on expensive multilingual staff
- Round-the-clock support delivery, even outside standard business hours
- Enhanced customer satisfaction and retention
- Reduced operational costs
Conclusion
By implementing Aissist.io’s hybrid customer service model, EDIS Global successfully turned a growth-limiting bottleneck into a competitive advantage. As the AI continues to evolve and absorb new data, EDIS is on track to meet its 2025 goal of delivering fully autonomous, multilingual, high-quality customer support.
