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How AI is changing tech support#

September 5, 2025

How AI is changing tech support

The introduction of artificial intelligence in customer support is not a fantasy, but a reality that is already working in our service. We tell you how we integrated ChatGPT and what results we got.

Technologies based on ChatGPT and similar language models significantly change the approach to customer service. In our case, 40% of requests to technical support are now processed automatically, without human intervention. This is not just optimization of work, but an important transformation in customer service, which has improved the principles of support.

Contents#

What We Did#

We have connected the ChatGPT neural network to our request processing system in HelpDeskEddy. Our AI bot always greets the client first and introduces itself, mentioning that it is based on GPT, so that clients understand that they are communicating with a bot, which may not always answer correctly.

How It Works#

  1. The client writes in the messenger or leaves a request on the website;
  2. The bot immediately greets the user and offers help;
  3. If the help of an employee is not required, then the questions are processed automatically using ChatGPT;
  4. At any time, the client can call the operator using the keywords "operator" or "support".

Key Results#

  • 40% of all requests are processed by AI;
  • Customers always receive the first message immediately after contacting and are not left without an answer;
  • Users are informed that they are communicating with AI;
  • Easy operator connection;
  • Technical support is available 24/7.

The implementation of artificial intelligence technologies based on ChatGPT for integration with HelpDeskEddy has proven its effectiveness in practice. We have not only optimized the work of technical support, but also improved the quality of customer service due to instant responses and round-the-clock availability.

This solution allows us to continue to grow without a proportional increase in technical support costs. AI becomes a reliable assistant that takes on routine tasks and frees people to solve complex issues.

Conclusion#

The implementation of ChatGPT in HelpDeskEddy has allowed us to optimize support work and improve the service due to instant responses and 24/7 availability. This allows us to grow without increasing costs, and the AI assistant takes on routine work, freeing people for more complex tasks.

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