Enabling 24/7 Service Coverage and Faster Resolution with Agentic AI Agents for a Leading Heavy-Duty Forklift OEM
A leading heavy-duty forklift OEM moved first contact onto AI agents. Coverage went round the clock, urgent work was separated from routine at the door, and the simple calls stopped reaching technicians at all.
- Client
- Global heavy-duty forklift and material handling equipment OEM.
- Footprint
- Nationwide dealers, parts centres and factory-trained technicians.
- Solution
- ITHENA Agentic OEM AI Agents.
- Coverage
- 24 / 7, including after hours.
- Parts catalogue
- 35,000 lines, checked live on the call.
Three numbers the service desk moved.
Measured against the client's own pre-deployment baseline across the nationwide dealer and parts network.
Reduction in live call volume
Routine fault and parts questions closed by the agent, never entering the human queue.
Faster issue resolution
Guided diagnostics run at the moment of the call instead of waiting on technician availability.
Reduction in missed appointments
Visits booked against real technician availability, then confirmed automatically.
Meet the organization and understand the context behind the transformation.
A global heavy-duty forklift and material handling equipment manufacturer supporting a nationwide network of dealers, parts centers, and factory-trained technicians struggled to keep pace with call volume, after-hours requests, and missed service appointments. <br><br>Partnering with ITHENA, the organization deployed Agentic AI Agents to handle first-line call support, troubleshoot and triage incoming issues, confirm appointments automatically, and proactively reach out for preventive maintenance and safety retrofits. <br><br>The result was faster resolution, fewer missed appointments, and a service desk that never goes offline.
Our dealers and technicians can't be on the phone and on a forklift at the same time. The agents pick up every call, sort out what's urgent, and get the simple stuff handled before it ever reaches a person. That's given our team hours back every week and our customers an answer at two in the morning instead of a voicemail.
— Director, Customer Support
Gaps between a breakdown and an answer.
Recurring failures in the service desk, each one costing hours before anybody could act on the call.
- Limited after-hours coverage, leaving customers without support when equipment failures happen outside business hours
- Difficulty triaging incoming calls quickly, with simple fault and parts questions competing for the same queue as urgent breakdowns
- Delayed appointment confirmations, leading to missed service windows and wasted technician trips
- Limited visibility into parts and warranty status during calls, slowing first-contact resolution
- Inconsistent outreach for preventive maintenance and safety retrofits, leaving gaps in fleet-wide compliance
ITHENA's Agentic OEM AI Agents empowered the client with:
ITHENA's Agentic OEM AI Agents empowered the client with:
First-Level Call Support
Answered incoming customer calls around the clock, resolving common fault and parts questions instantly without waiting on technician availability
Troubleshooting and Diagnostics
Guided callers through diagnostic steps using equipment history and fault codes, escalating only complex breakdowns to specialists
Appointment Scheduling and Confirmations
Booked service visits against technician availability and location, then automatically confirmed appointments to cut no-shows
inventory and Warranty Lookups
Checked parts availability and warranty coverage in real time during the call, replacing manual lookups across the 35,000-line parts inventory
Preventive Maintenance and Safety Outreach
Proactively contacted fleet owners for scheduled maintenance and safety retrofits based on usage data, closing gaps in fleet-wide compliance
The solution, brought into view.
One dashboard brings the key information, activity, and insights together to show how the solution works in practice.