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

• XYZ Reality is a tech firm bringing augmented reality to large construction projects
• Customer support was tough with a technical product and scattered information sources
• Their team relied on their website, Confluence, and old Freshdesk tickets
• Support agents spent too much time figuring out ticket routing instead of solving issues
• They used eesel AI to automate repetitive tasks and free the team to focus on real problems

The reality of XYZ Reality

Think of the biggest, most complex construction projects out there—data centers, pharmaceutical plants, airports. That’s where XYZ Reality comes in. They use a custom-built augmented reality headset, the Atom, to put digital blueprints directly onto the construction site with millimeter accuracy.

This is a huge deal. It helps prevent costly mistakes and keeps these monster projects on schedule. For their customers, getting things right the first time can save millions. When your product is that precise, your customer support needs to be just as sharp.

Triaging and handling tickets took too much time

As XYZ Reality grew, their support system started to show some cracks. Their product was cutting-edge, but the way they handled support questions was pretty old-school.

• Finding answers was a treasure hunt: Basic info was on the website. The nitty-gritty technical guides were buried in Confluence. And past solutions? Locked away in old Freshdesk tickets. Answering one question often meant digging through all three.
• Someone had to play traffic cop for tickets: Every single ticket that came in had to be read and manually sent to the right person. Hardware problem? Send it to the Atom team. Software question? Over to the platform team. It was a bottleneck that wasted time and slowed down every single response.
• Customers had tough questions: We’re not talking “how do I reset my password?” here. Customers needed help with complex product setups, tech integrations, and troubleshooting AR on a live construction site. Agents were burning precious time just trying to find the right document.
• They couldn’t just hire more people: As more huge projects came on board, they knew they couldn’t just keep throwing more support agents at the problem. It just wasn’t sustainable.

eesel AI connects to Freshdesk as an AI Agent

XYZ Reality decided to plug eesel AI directly into their Freshdesk setup to get things running smoothly.

First, they connected all their knowledge sources. With a few clicks, they linked their website, Confluence, and Freshdesk to eesel. They also trained on their historical ticket data to make sure that the bot had knowledge across topics and questions that weren’t covered on their docs.

Just like that, everything the AI needed to learn was in one place.

Then, they set up an AI agent right inside Freshdesk. Because it was trained on all their combined knowledge, the agent quickly got up to speed on XYZ Reality’s products and the common – and not-so-common – problems customers faced.

But the real magic happened when they used eesel’s AI Actions to automate the ticket sorting. They set up an “Assign Ticket” action. Now, when a new ticket comes in, the AI reads it, figures out what the customer needs, and automatically sends it to the right team. No more manual traffic cop.

No more lost tickets, no more delays

Hooking eesel AI into Freshdesk completely changed the game for their support team.

Instead of waiting for a human to assign a ticket, requests get routed to the right expert almost instantly. This has massively cut down their first response time and helps them close tickets faster.

With the AI handling all the routine ticket assignments, the team is freed up to do what they do best: solve the hard problems that actually require a human brain. They’re spending less time on busywork and more time helping customers.

The AI doesn’t have an off day. It routes tickets correctly every time, based on the latest info from Confluence and the website. This means less human error and no more tickets getting lost in the shuffle.

Ultimately, this all leads to a better experience for their customers. When you’re running a multi-million dollar project, you need fast, reliable answers. XYZ Reality’s new setup delivers just that.

Faster, smarter support with Freshdesk and eesel AI

By adding eesel AI to Freshdesk, XYZ Reality built a support system that lives up to their own brand promises: speed and precision. They turned a slow, manual process into a smart, automated one without having to rip out the tools they were already using. Now, their support team can keep up as the company grows, giving their customers the world-class help they expect.