How Shelterluv Reached Reliable Support Without Hallucinations

🤔 Challenge

Shelterluv had previously used Forethought for AI-driven support but faced persistent hallucinations that frustrated customers and eroded trust. After a year of unreliable AI performance, they sought a solution that could deliver accurate responses across chat and email without fabricating information. Their goal was a non-hallucinating AI capable of achieving a 60%+ resolution rate, handling FAQs, and integrating seamlessly with Zendesk.

🏆 Goal

The primary goals were to eliminate AI hallucinations, automate over 60% of support interactions across chat and email, and ensure seamless Zendesk integration with consistently accurate, up-to-date responses.

💡 Solution

Shelterluv selected CoSupport AI for its patented hallucination-free architecture, real-time knowledge syncing, and proven accuracy. The AI was trained on Shelterluv’s public help center content and a large dataset of Zendesk tickets to ensure alignment with real customer scenarios.

🔗 Integration

Seamless Integration with Zendesk Suite
CoSupport AI was integrated across Zendesk Chat, Email, and Guide, enabling the AI to instantly handle FAQs and common inquiries, create and route tickets, update and tag conversations, summarize interactions, and sync directly with the help center to ensure consistently accurate, up-to-date answers without requiring a separate knowledge base. The AI was trained on hundreds of help center articles and approximately 20,000 historical Zendesk tickets, giving it a complete understanding of Shelterluv’s product ecosystem and ensuring high response accuracy from day one.

🚀 Achieved Key Results

• 73% chat resolution rate by month three.
• 61% email resolution rate by month three.
• Zero hallucinations across all channels.
• AI handled thousands of conversations within 90 days.
• Full Zendesk Suite integration in one month.