Innovatech Solutions receives a high volume of support tickets daily. Managing these tickets was a challenge for their support team. With Deskhero's ticket management and AI capabilities, they were able to categorize, prioritize, and respond to tickets more efficiently. The AI suggested replies based on previous tickets and knowledge base articles, reducing the time spent on each ticket.
The knowledge base feature of Deskhero was utilized to create a comprehensive database of solutions to common problems. Innovatech uploaded their technical documents, which were converted into knowledge base articles using AI. This not only saved time but also ensured that the information is accurate and easily accessible.
Deskhero's website scraping feature was used to gather relevant data from Innovatech's website. This data was then used by the AI to enhance search results and provide more relevant solutions to customers. The custom search bar made it easy for customers to find the information they needed.
The REST API provided by Deskhero allowed Innovatech to integrate the platform with their existing systems. This seamless integration ensured that all customer support data was centralized, making it easier to track and manage.
With the help of Deskhero's AI capabilities, Innovatech was able to improve their customer support services significantly. They experienced a reduction in the number of unresolved tickets, an increase in customer satisfaction, and a more efficient support team.
How does Deskhero's AI capabilities enhance the ticket management process?
Deskhero's AI capabilities use OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to suggest replies to new tickets. This reduces the time spent on each ticket and improves the efficiency of the support team.
Can Deskhero integrate with existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with existing systems. This ensures that all customer support data is centralized and easy to manage.
How does Deskhero's knowledge base feature work?
Deskhero's knowledge base feature allows you to upload files like manuals, policies, and presentations. These files are then converted into knowledge base articles using AI. This ensures that the information is accurate and up-to-date.
* This article provides an example of how a fictive company in the Applied Research and Development in Engineering industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
