SecureNet receives hundreds of support tickets daily, which were initially managed manually, leading to delayed responses and customer dissatisfaction. With Deskhero, SecureNet was able to automate the ticket management process. The platform's AI capabilities analyze incoming tickets, categorize them based on urgency and topic, and assign them to the appropriate support team. This has significantly improved SecureNet's response time and overall customer satisfaction.
Deskhero's AI also helps SecureNet's support team in providing effective solutions to customer queries. By leveraging OpenAI Embeddings from previous tickets and knowledge base articles, the AI suggests potential responses to the support team. This not only speeds up the resolution process but also ensures that the solutions provided are consistent and accurate.
SecureNet also uses Deskhero's AI to enhance its knowledge base. The AI scrapes SecureNet's website and other relevant sources for updated information on antivirus and malware issues. It then generates new knowledge base articles or updates existing ones, ensuring that customers always have access to the latest information.
Additionally, SecureNet uses Deskhero's comprehensive search bar, powered by AI, to quickly find relevant content from the vast amount of data available. This feature has proved invaluable in resolving complex customer queries that require in-depth information.
Overall, Deskhero's advanced AI capabilities have enabled SecureNet to provide efficient, high-quality customer support, resulting in increased customer loyalty and retention.
How does Deskhero's AI categorize and assign tickets?
Deskhero's AI analyzes the content of incoming tickets and categorizes them based on their urgency and topic. It then assigns these tickets to the appropriate support team.
How does Deskhero's AI suggest responses to the support team?
Deskhero's AI leverages OpenAI Embeddings from previous tickets and knowledge base articles to generate suggested responses. These suggestions help the support team provide quick and accurate solutions to customer queries.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI scrapes the company's website and other relevant sources for updated information on antivirus and malware issues. It then generates new knowledge base articles or updates existing ones, ensuring that the knowledge base is always up-to-date.
* This article provides an example of how a fictive company in the Antivirus and Malware Removal Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
