For more than a decade, Nvidia ran its EMEA consumer support operation on Zendesk. As volumes grew and customer expectations changed, the technology supporting that operation had become increasingly fragmented, with separate systems for channels, reporting, knowledge, and AI.
Nvidia moved to BlueTweak and completed the migration in under two months, bringing its EMEA consumer support operation onto one platform with no interruption to live markets.
Background
Nvidia's EMEA consumer support teams handle email and chat across a wide range of markets, serving high ticket volumes and diverse customer profiles.
Over the years, the operation had grown around Zendesk, and the technology around it had grown too: Different systems had been added for reporting, AI, knowledge, and other parts of the support workflow, creating a stack that was increasingly difficult to manage as the operation scaled.
Nvidia needed to simplify that setup without compromising the support experience or disrupting live markets.
The Challenge
Four issues had become increasingly difficult to manage .
- Complex reporting: Reporting was difficult to customize and maintain, limiting visibility across the operation.
- Channel silos: Email and chat workflows were managed separately, making it harder to work from a complete view of each interaction.
- Fragmented AI: Capabilities such as summarisation, translation and proposed replies depended on costly third-party add-ons.
- Scattered knowledge: Knowledge was spread across multiple systems, making it harder for agents to find and deliver consistent answers across markets.
The challenge wasn't simply replacing Zendesk. Nvidia needed to bring these parts of the operation together while managing a large-scale migration without putting live markets at risk.
The Migration
Nvidia moved from Zendesk to BlueTweak in under two months, with no interruption to production.
The scale of the migration was significant:
- 1 million+ historical tickets
- 700,000 customer profiles
- 800+ GB of attachments
- Thousands of knowledge base articles
BlueTweak's open API supported the migration at scale, allowing Nvidia to bring its historical data and knowledge across without leaving the context agents needed behind.
Operational teams were onboarded through focused workshops and worked on the new platform immediately after cutover.
From a Fragmented Support Stack to One Platform
BEFORE
Zendesk
- Separate channel workflows
- External AI tools
- Separate reporting
- Scattered knowledge
MIGRATION
- 1M+ historical tickets
- 700,000 customer profiles
- 800+ GB of attachments
- Thousands of knowledge base articles
AFTER
- BlueTweak
- Unified email + chat
- Native AI
- Smart Knowledge Base
- Real-time reporting
Live in under two months, with no interruption to production.
The Solution
BlueTweak brought Nvidia's core support operation into a single workspace, replacing a collection of separate systems with one platform.
- Unified support: Email and chat are managed in one place, with the full context of each interaction available to agents.
- Native AI: Summarisation, translation, sentiment detection, classification and proposed replies are built into the platform, without requiring separate third-party add-ons.
- Smart Knowledge Base: A centralised knowledge base helps agents find consistent information across markets.
- Real-time reporting: Live reporting and analytics give Nvidia greater visibility into support quality and cost.
BlueTweak also built a conversational AI solution for voice. It handles common enquiries before they reach an agent, allowing the team to focus its time on cases that require human judgment.
Together, these capabilities give Nvidia a more consistent support operation across EMEA, while providing the flexibility to introduce further automation over time.
The Results
The first phase of the move delivered measurable improvements across reporting, resolution and platform consolidation.
- 25% improvement in reporting accuracy
- 15–20% improvement in first-contact resolution
- 100% of interactions for the migrated EMEA markets now run on BlueTweak
- Early cost efficiencies from consolidating platforms and removing third-party AI add-on costs
Agents can also work faster from unified dashboards, with AI summaries and classification reducing the preparation needed before they handle each case .
The result is a support operation that's easier to manage, gives teams better visibility into performance and provides a single foundation for customer support across the migrated EMEA markets.
What's Next
With its core EMEA support operation now unified, Nvidia has a foundation for introducing more automation at the channel level over time.
The focus is on expanding automation where it can handle routine interactions effectively, while keeping people involved when a case requires judgement, context or a more complex response.
Bring your support operation together
Replace a fragmented support stack with one platform for channels, AI, knowledge and reporting, without losing the context your teams rely on.
See how BlueTweak could simplify your support operation by booking a demo today.
