NextGen Engineering receives numerous support tickets daily, ranging from technical issues to inquiries about their research. The volume of tickets was overwhelming for their support team. With Deskhero's ticket management feature, they were able to categorize and prioritize tickets effectively. The AI capabilities helped in suggesting replies based on previous tickets, reducing the time spent on each ticket.
The knowledge base feature of Deskhero has been instrumental in providing quick solutions to common problems. NextGen uploaded their manuals, policies, and presentations, which were converted into knowledge base articles using AI. This not only saved time but also ensured that the information is accurate and up-to-date.
Deskhero's website scraping feature was used to gather relevant data from NextGen'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 NextGen 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, NextGen 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.
