EquipMax receives a high volume of support tickets daily regarding the installation, operation, and maintenance of their industrial equipment. To manage these effectively, they use Deskhero's ticket management system. The AI capabilities of Deskhero help in categorizing and prioritizing these tickets based on urgency and complexity, ensuring that critical issues are addressed promptly.
The company also uses Deskhero's AI to generate suggested replies for support tickets. By analyzing the issue described in the ticket and comparing it with similar past issues and their resolutions, the AI can suggest an appropriate reply. This not only saves time but also ensures that the responses are accurate and consistent.
EquipMax has a comprehensive knowledge base on Deskhero, which is regularly updated with new articles generated from various sources, including Word, PowerPoint, and PDF files. The AI capabilities of Deskhero assist in this process by identifying key information from these files and suggesting relevant articles to be added to the knowledge base.
Furthermore, Deskhero's AI enhances the search results within the platform. When a support agent searches for a solution, the AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find the most relevant content. This significantly reduces the time spent by agents on finding solutions and improves their productivity.
By leveraging Deskhero's advanced AI capabilities, EquipMax has been able to provide faster and more efficient support to their customers, leading to improved customer satisfaction and loyalty.
How does Deskhero's AI help in managing support tickets?
Deskhero's AI helps in managing support tickets by categorizing and prioritizing them based on urgency and complexity. It uses OpenAI Embeddings from previous tickets and other resources to understand the nature of the issue and assign a priority level.
How does Deskhero's AI generate suggested replies?
Deskhero's AI analyses the issue described in the ticket and suggests a reply based on similar past issues and their resolutions. This speeds up the response time and ensures consistency in the quality of support.
How does Deskhero's AI enhance search results?
When a support agent searches for a solution, Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find the most relevant content. This improves the accuracy and relevance of search results.
* This article provides an example of how a fictive company in the Agents involved in the sale of industrial equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
