AutoTest Solutions receives hundreds of customer queries daily, ranging from technical issues to general inquiries about their services. Managing these tickets manually was time-consuming and often led to delayed responses. With Deskhero, they were able to automate ticket management, significantly reducing response times.
The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies to new queries. This feature has greatly improved the efficiency of AutoTest's customer support team, allowing them to handle more tickets in less time.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information. This is particularly useful when dealing with complex technical issues that require detailed solutions.
AutoTest also utilizes Deskhero's custom fields and user groups features to categorize tickets and assign them to the appropriate team members. This ensures that each query is handled by the person best equipped to resolve it.
Overall, Deskhero's AI capabilities have transformed AutoTest's customer support, making it more efficient and effective.
How does Deskhero's AI suggest replies to customer queries?
Deskhero's AI analyzes previous tickets and knowledge base articles to generate suggested replies. It uses OpenAI Embeddings to find relevant content, which is then processed by ChatGPT to create the suggestions.
How does Deskhero enhance search results?
Deskhero's AI uses OpenAI Embeddings to find relevant content from previous tickets, knowledge base articles, uploaded files, and scraped website data. This information is used to enhance the search results, making it easier to find the required information.
How does AutoTest Solutions utilize Deskhero's custom fields and user groups features?
AutoTest Solutions uses Deskhero's custom fields to categorize tickets based on their nature and severity. They use user groups to assign these tickets to the appropriate team members, ensuring that each query is handled by the person best equipped to resolve it.
* This article provides an example of how a fictive company in the Automated Technical Testing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
