AccessPro Solutions receives numerous customer inquiries daily, ranging from installation requests to troubleshooting existing systems. The company uses Deskhero's advanced AI capabilities to manage these requests efficiently. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content.
This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time spent by customer service representatives on each ticket. This has led to improved customer satisfaction due to faster response times.
Furthermore, the AI-enhanced search results have made it easier for the customer service team to find relevant information quickly, further speeding up the resolution process. The use of custom fields and structured data lists has also helped in better categorizing and managing tickets.
The knowledge base feature of Deskhero has been instrumental in providing customers with instant solutions to common issues. The AI-generated articles are easy to understand and have reduced the number of tickets related to common problems.
Finally, the REST API has allowed AccessPro Solutions to integrate Deskhero with their existing systems, creating a seamless workflow that has improved overall productivity.
How has Deskhero improved response times?
Deskhero's advanced AI capabilities generate suggested replies based on previous tickets and knowledge base articles. This significantly reduces the time spent by customer service representatives on each ticket, leading to faster response times.
How does the AI-enhanced search work?
The AI-enhanced search uses OpenAI Embeddings to find relevant content from previous tickets, knowledge base articles, uploaded files, and scraped website data. This makes it easier for the customer service team to find the information they need quickly.
What benefits does the REST API provide?
The REST API allows AccessPro Solutions to integrate Deskhero with their existing systems, creating a seamless workflow that improves overall productivity.
* This article provides an example of how a fictive company in the Accessibility installations and modifications for the disabled industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
