BioGenix Innovations has a vast knowledge base consisting of research papers, manuals, and presentations. The company uses Deskhero's AI capabilities to manage this knowledge base effectively and make it easily accessible to both support agents and customers.
Deskhero's AI uses OpenAI Embeddings from the knowledge base and other sources to enhance search results. This makes it easier for support agents to find relevant information when responding to customer queries. Customers can also use the search bar to find information directly from the knowledge base, reducing the number of tickets submitted.
The AI also generates suggested replies to tickets using the same technology. This feature has significantly reduced the time taken to respond to tickets, as support agents can select a suggested reply or modify it as needed.
Furthermore, BioGenix uses Deskhero's custom fields and user groups features to categorize tickets and assign them to the right teams. This ensures that tickets are handled by agents with the right expertise, further improving response times and quality.
Overall, Deskhero's AI capabilities have enabled BioGenix to manage their knowledge base more effectively, provide faster responses to customer queries, and reduce the number of tickets submitted.
How does Deskhero's AI manage a vast knowledge base?
Deskhero's AI uses OpenAI Embeddings from the knowledge base and other sources to enhance search results, making it easier for support agents and customers to find relevant information.
How does Deskhero's AI reduce the number of tickets submitted?
By making the knowledge base easily accessible and searchable, Deskhero's AI enables customers to find information directly, reducing the need to submit tickets.
How does Deskhero's AI improve the quality of responses to tickets?
Deskhero's AI suggests replies to tickets based on relevant content from the knowledge base and other sources. This ensures that responses are accurate and informative.
* This article provides an example of how a fictive company in the Applied Research and Development in Natural Sciences industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
