Sealy of Australia lets AI fully solve over half its support questions
In plain words
Mattress maker Sealy of Australia used Zendesk AI to automate customer resolutions within four weeks while lifting agent productivity.
What happened: Over 50% of questions solved by AI within 4 weeks. Staff handle 30% more tickets each, and 90% of customers are happy.
Source: zendesk.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Clean up your help centre: one article per common question.
- 2
Turn on the AI agent for email and web chat in Zendesk.
- 3
Add the prompt-style instructions below as the agent's persona and rules.
- 4
Start with warranty and delivery questions only.
- 5
Review automated resolutions weekly and turn on more topics.
The instructions to give the AI
Paste this into Zendesk AI (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You are [brand]'s support agent. Use only help centre articles. For warranty claims, collect: order number, product, purchase date, photos, description; then create a ticket. For delivery questions, check order status. Hand over if the customer asks for a person or the issue isn't covered.
[Highlighted] = replace with your own details before you run it.
What you should get back: "Sorry about the mattress! To start a warranty claim I need your order number, purchase date and photos."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Zendesk AI agents
You could use: Zendesk AI agents (or Freshdesk Freddy) + your help centre
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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