Vimeo personalized video-platform support agent

What was done

Vimeo implemented Zendesk AI agents to combine guided flows for controlled billing questions with generative answers for long-tail video-platform support. The team tested SSO-based personalization and API-backed routing so the agent can recognize account type, plan level, and relevant product segment before answering or escalating. Zendesk reports a 36% increase in AI agent conversation volume, 30% to 40% automation, 18% to 20% higher self-service scores, and growing use of agent conversation logs for product feedback.

Stack