AustraliaTechnology and telecom2026 – ongoingCatapult Group International
Zendesk AI agent for first-line support and translation
Catapult's AI agent resolved 36% of support tickets without a human and cut first response time by 52%
Problem
Catapult supports more than 5,500 sporting teams in 139 countries. Its customers speak more than 60 languages and its support team speaks four.
Approach
Catapult used a Zendesk AI agent as first-line support. It triaged tickets, resolved common requests and gathered information before handing complex cases to people. It worked from the existing help centre content. AI translation covered WeChat, Line and WhatsApp messaging, and AI voiceovers were added to help content.
Results
Takeaway
Catapult reused its existing help centre content and did not build a separate knowledge base for the AI agent.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
IT Brief described Catapult's use of an AI agent for first-line support and AI translation. It reported a 36% auto-resolution rate, over 2,500 tickets resolved without a human, and falls of 52% in first response time, 25% in resolution time and 21% in handling time.
Full details are in the original sources.