CoalTech Processing faced challenges in managing customer queries and complaints due to the technical nature of their business. They needed a solution that could understand the complex terminologies and processes involved in coal processing and provide accurate responses.
With Deskhero, CoalTech was able to implement a structured system for ticket management. The platform's AI capabilities were used to analyze previous tickets and knowledge base articles, enabling it to provide suggested replies to customer queries.
Deskhero's AI also enhanced the search results by leveraging OpenAI Embeddings from uploaded files like policies, manuals, and presentations. This made it easier for the support team to find relevant information quickly, reducing the response time significantly.
The custom fields feature allowed CoalTech to categorize tickets based on the type of query or complaint. This helped in prioritizing and assigning tickets to the right team members, improving the overall efficiency of the support process.
Through website scraping, Deskhero was able to pull in additional data related to coal processing, further enhancing the AI's understanding of the subject and its ability to provide accurate responses.
How does Deskhero's AI improve the efficiency of the support process?
Deskhero's AI improves the efficiency by analyzing previous tickets and knowledge base articles to provide suggested replies to customer queries. It also enhances search results, making it easier for the support team to find relevant information quickly.
How does the custom fields feature help in managing tickets?
The custom fields feature allows you to categorize tickets based on the type of query or complaint. This helps in prioritizing and assigning tickets to the right team members, improving the overall efficiency of the support process.
What is the role of website scraping in Deskhero?
Website scraping in Deskhero is used to pull in additional data related to your business. This enhances the AI's understanding of the subject and its ability to provide accurate responses.
* This article provides an example of how a fictive company in the Coal Processing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
