DrillTech Industries has a large customer base that often requires assistance with the company's complex drilling equipment. To manage these requests, the company uses Deskhero's user groups feature to divide its support team based on expertise. This division ensures that each request is handled by a team member with the appropriate knowledge and skills.
The company also uses Deskhero's custom email domains feature to create separate email addresses for different types of inquiries. This feature helps the company organize its incoming requests and ensures that each request is sent to the right team.
DrillTech Industries leverages Deskhero's advanced AI capabilities to enhance its helpdesk services. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like product manuals to generate suggested replies. This feature not only speeds up the response time but also improves the quality of the responses.
The AI also enhances the search results in the company's knowledge base. When a customer searches for information, the AI uses the embeddings to find the most relevant content from the knowledge base, uploaded files, and scraped website data. This feature ensures that customers can find the information they need quickly and easily.
Finally, the company uses Deskhero's kanban board to track the progress of each request. The board provides a visual representation of the request's status, making it easier for the team to manage their workload and for customers to track their request.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like product manuals to understand the context of the request. It then uses this context to generate a suggested reply.
How does the AI enhance the search results in the knowledge base?
When a customer searches for information, the AI uses the embeddings to find the most relevant content from the knowledge base, uploaded files, and scraped website data. This ensures that the search results are highly relevant to the customer's query.
What is the kanban board?
The kanban board is a feature in Deskhero that provides a visual representation of the status of each request. It makes it easier for the support team to manage their workload and for customers to track their request.
* This article provides an example of how a fictive company in the Blasting and Drilling in Mining Activities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
