FiberLink International receives a high volume of customer inquiries daily, which were previously managed manually. The adoption of Deskhero revolutionized their helpdesk services. The platform's ticket management system enabled FiberLink to organize and prioritize inquiries, ensuring that critical issues were addressed first.
Deskhero's advanced AI capabilities played a significant role in enhancing FiberLink's customer support. The AI used OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This not only sped up the response time but also improved the accuracy of the responses.
The custom fields feature of Deskhero allowed FiberLink to capture specific details about each inquiry. This structured data was utilized by the AI to enhance the relevance of suggested responses and improve search results, making it easier for agents to find pertinent information.
Deskhero's AI also helped in maintaining an up-to-date knowledge base. The AI could generate articles from Word, PowerPoint, PDF files, and even scrape data from FiberLink's website. This provided a valuable resource for both agents and customers, reducing the time taken to resolve inquiries.
By leveraging Deskhero, FiberLink International was able to significantly improve their helpdesk services, resulting in faster response times, more accurate responses, and higher customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then processed through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI improve search results?
The AI uses the structured data captured through custom fields to enhance the relevance of search results. This helps agents find the information they need to resolve customer inquiries more quickly and accurately.
Can Deskhero's AI generate knowledge base articles from any type of file?
Yes, Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from your company's website.
* This article provides an example of how a fictive company in the Agents in Textiles: industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
