TerraNova Robotics, a global leader in automation solutions for mining machines, was facing challenges in managing their growing volume of customer support tickets. With customers around the world, they needed a solution that could handle multiple time zones and languages.
Using Deskhero, TerraNova was able to leverage the platform's advanced AI capabilities to manage their tickets. By using OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data, Deskhero was able to categorize and prioritize tickets, ensuring that the most urgent issues were addressed first.
Furthermore, Deskhero's AI was able to generate suggested replies to customer queries, reducing the time taken to respond to tickets. This not only improved customer satisfaction, but also allowed TerraNova's support staff to focus on more complex issues.
Additionally, Deskhero's comprehensive search bar enabled support staff to quickly find relevant information when dealing with more complex queries. This was particularly useful for newer staff members, who could use the search function to access the company's collective knowledge and experience.
Overall, Deskhero's AI capabilities have greatly improved TerraNova's ticket management, enabling them to provide faster, more accurate responses and improve customer satisfaction.
How does Deskhero's AI manage tickets?
Deskhero uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to categorize and prioritize tickets. This ensures that the most urgent issues are addressed first.
How does Deskhero's AI generate suggested replies?
Deskhero uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How has Deskhero improved TerraNova's customer satisfaction?
By providing faster, more accurate responses to customer queries, Deskhero has helped TerraNova to improve their customer satisfaction. Customers appreciate the quick response times and the detailed, accurate information provided.
* This article provides an example of how a fictive company in the Automation Solutions for Mining Machines industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
