Case Study: XYZ Reality speeds ticket routing and support with eesel AI

How XYZ Reality uses AI to support its high-tech construction gear in Freshdesk

XYZ Reality, a tech firm providing augmented reality solutions for large construction projects, faced a significant challenge in scaling its customer support. Their highly technical product required support agents to search through multiple information sources, including their website, Confluence, and Freshdesk tickets, to find answers. This process, combined with the need to manually triage and route every incoming ticket to the correct hardware or software team, was inefficient and slowed down response times for their customers.

The company implemented eesel AI, connecting it to their Freshdesk to create an AI agent. eesel integrated all of XYZ Reality's knowledge sources and used AI Actions to automate the ticket assignment process. The solution automatically routes tickets to the correct team instantly, significantly improving first response time and speeding up ticket resolution. By automating this repetitive task, eesel freed the support team to focus on solving complex problems, eliminating human error in routing and ensuring a faster, more reliable experience for customers.

XYZ Reality