ProActive Software receives a large number of customer support tickets every day. Managing these tickets and providing timely responses was a significant challenge. They turned to Deskhero for its advanced AI capabilities, which leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data.
Deskhero's AI capabilities have significantly improved ProActive's ticket management process. The AI analyses incoming tickets and suggests replies based on the most relevant content from the knowledge base, previous tickets, and other resources. This has reduced the time support agents spend on each ticket, allowing them to handle more tickets in less time.
The AI also categorizes and assigns tickets automatically based on their content. This has streamlined the ticket management process and ensured that tickets are handled by the most suitable support agents.
Furthermore, the AI enhances search results, making it easier for support agents to find the information they need to resolve complex issues. This has resulted in faster resolution times and increased customer satisfaction.
Overall, Deskhero's AI capabilities have enabled ProActive Software to streamline their ticket management process and provide more efficient and effective customer support.
How does Deskhero's AI improve ticket management?
Deskhero's AI analyses incoming tickets and suggests replies based on the most relevant content from the knowledge base, previous tickets, and other resources. It also categorizes and assigns tickets automatically based on their content. This streamlines the ticket management process and reduces the time support agents spend on each ticket.
How does Deskhero's AI improve response times?
Deskhero's AI generates suggested replies to tickets based on the most relevant content from the knowledge base and other resources. This reduces the time support agents spend on each ticket, leading to faster response times.
Can Deskhero's AI automate the assignment of tickets?
Yes, Deskhero's AI can categorize and assign tickets automatically based on their content. This ensures that tickets are handled by the most suitable support agents.
* This article provides an example of how a fictive company in the Business software publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
