DealerDesk
An AI support assistant for a US smart home manufacturer whose dealer network was stuck waiting on phone lines. Trained on product manuals and years of real tickets, it now answers install and product questions in seconds, day and night.
Business Overview
The client is a US smart home manufacturer that sells its gear through hundreds of independent dealers. Those dealers are the ones standing in customers' homes, wiring panels and pairing devices, and every install question, wiring doubt, or compatibility check went through one small support team by phone and email.
That setup held together while the network was small. As it grew, the support line became the slowest part of every install day. The client wanted answers that move at the speed of the job site, so they brought in Xpiderz to build DealerDesk, an AI support assistant trained on their own product knowledge. The full build, from first commit to full rollout, took three months.
Challenge
Dealers stood on job sites waiting hours for answers a manual already held. The information existed, spread across hundreds of manuals, spec sheets, and firmware notes, but the only fast way to reach it was to call a person who had read them.
That queue never got shorter. Dealers lost job time waiting on hold, customers watched their installers wait with them, and the support team spent whole days answering the same questions again without ever getting ahead. Install work does not keep office hours either, so a question asked on a Saturday evening sat until Monday.
Solution
We built DealerDesk, an AI assistant that knows every manual, every spec sheet, and years of solved tickets. It reads the client's full product library and past support history, then answers dealer questions in plain words with the sources attached, so a dealer can check the exact page themselves.
It also fits how dealers actually work. A dealer on a ladder with gloves on can ask out loud and hear the answer back, and when a case genuinely needs a person, DealerDesk hands it over with the whole chat included, so nobody repeats themselves and agents start with context.
DealerDesk shipped with six working parts:
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Answers From the Client's Own Knowledge
A retrieval pipeline over hundreds of manuals, spec sheets, firmware notes, and years of solved tickets. DealerDesk quotes the real source with every answer, so a dealer can check the page themselves. If the answer is not in the library, it says so instead of guessing.
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Voice In, Voice Out
Dealers on ladders ask out loud and hear the answer back. No typing with gloves on, no squinting at a phone mid-install.
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Clean Human Handover
When a case needs a person, the full chat travels with it. Dealers never repeat themselves, and agents start with context.
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Feedback That Feeds the Bot
Every answer takes a thumbs up or down. Weak answers get reviewed and fixed, so the assistant gets sharper every week it runs.
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Admin Control Panel
The client's team updates documents, tunes the assistant's tone, and watches usage from one dashboard. No developer needed for daily care.
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Wired Into the Tools They Already Run
DealerDesk connects to the client's ticketing system and CRM, so every chat, handover, and outcome lands where the team already works. Old tickets trained it, new tickets keep teaching it, and nothing about the team's workflow had to change.
Measured Results
The numbers speak
What changed once DealerDesk went live in the dealer network.
An Assistant That Learns the Job
Old tickets trained DealerDesk, and new tickets keep teaching it. Every chat ends with a thumbs up or down, weak answers get reviewed and fixed, and the client's team updates documents and tunes the assistant's tone from the admin panel without calling a developer.
That loop is why the assistant a dealer talks to today is sharper than the one that launched. The client told us the monthly improvement from the feedback loop was the part they did not expect.
Outcome
DealerDesk turned support from the slowest part of a dealer's day into the fastest:
- Faster installs. Dealers finish jobs without waiting on a phone line, and the first useful answer lands while the customer is still in the room.
- A support team that got ahead. The client's team handles a fraction of the old queue and went from firefighting to coaching dealers on bigger, higher-value projects.
- A stronger dealer network. Dealers who get fast answers install more and sell more, and every solved case makes the assistant a little better than the day before.
Next Steps
The client now pitches DealerDesk as a reason to join their network, which turned a support cost into a recruiting edge. As new dealers sign up, the feedback loop keeps compounding: more questions, more reviewed answers, and an assistant that gets sharper every week it runs, all on the same knowledge base the client's own team maintains from the admin panel.
Our dealers used to joke that the hold music was the real product. Now they get answers on the job site in seconds, and my team finally has room to breathe. The part I did not expect is how much the bot improves every month from the feedback loop.
Director of Dealer Support
US Smart Home Manufacturer
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