SocioMetrics receives numerous queries daily regarding their data analysis methods, tools, and reports. Managing these queries manually was time-consuming and often led to delayed responses. The implementation of Deskhero has significantly improved this situation. The ticket management feature allows SocioMetrics to efficiently organize and prioritize the tickets, ensuring that no query goes unanswered.
The AI capabilities of Deskhero have been particularly beneficial. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals. This helps in finding relevant content, which is then sent through OpenAI's ChatGPT to generate suggested replies. This not only speeds up the response time but also improves the quality of responses.
Deskhero's AI also enhances the search results. When a customer searches for a query, the AI uses the embeddings to find the most relevant content from the knowledge base, previous tickets, and uploaded files. This makes it easier for customers to find the information they need without having to contact the support team.
SocioMetrics also uses the custom fields feature to categorize the tickets based on the type of query. This helps in assigning the tickets to the right team member and ensures a more efficient resolution of the queries.
Overall, the use of Deskhero has not only improved the efficiency of SocioMetrics' customer support but also enhanced the customer experience.
How does Deskhero's AI improve the response time?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then used to generate suggested replies, which significantly reduces the time taken to respond to a query.
How does Deskhero's AI enhance the search results?
When a customer searches for a query, Deskhero's AI uses the embeddings to find the most relevant content from the knowledge base, previous tickets, and uploaded files. This ensures that the customer gets the most accurate and relevant results for their query.
How does SocioMetrics use the custom fields feature?
SocioMetrics uses the custom fields feature to categorize the tickets based on the type of query. This helps in assigning the tickets to the right team member and ensures a more efficient resolution of the queries.
* This article provides an example of how a fictive company in the Data Analysis of Social Sciences and Humanities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
