ChemRefine Inc. receives a high volume of customer queries regarding their complex chemical processing services. To manage these efficiently, they use Deskhero's ticket management system. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies to new queries, significantly reducing response times.
With Deskhero's custom fields and structured data lists, ChemRefine can categorize and prioritize tickets based on their urgency and complexity. This allows the customer support team to address the most critical issues first, improving overall service quality.
Deskhero's AI also enhances the search results within the platform. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies or manuals, the AI provides more accurate and relevant search results. This helps ChemRefine's support team find the information they need faster, further speeding up response times.
The knowledge base feature of Deskhero is particularly useful for ChemRefine. The AI can generate articles from Word, PowerPoint, and PDF files, making it easy to create a comprehensive knowledge base. This not only aids the support team but also allows customers to find answers to common queries themselves, reducing the load on the support team.
Finally, ChemRefine uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration ensures that all customer data is synchronized across platforms, providing a unified view of each customer.
How does Deskhero's AI enhance the ticket management system?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies to new queries. This significantly reduces response times and improves the efficiency of the ticket management system.
How does Deskhero's AI improve search results?
By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies or manuals, Deskhero's AI provides more accurate and relevant search results. This helps the support team find the information they need faster.
How does ChemRefine use Deskhero's knowledge base feature?
ChemRefine uses Deskhero's AI to generate knowledge base articles from Word, PowerPoint, and PDF files. This makes it easy to create a comprehensive knowledge base that aids the support team and allows customers to find answers to common queries themselves.
* This article provides an example of how a fictive company in the Chemical Processing and Refining industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
