EcoDrive Engineering deals with a high volume of customer queries every day. Managing these queries manually was challenging and often resulted in delayed responses. With Deskhero, the company has automated this process, with its AI capabilities playing a key role. The AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the queries and generate suggested replies.
The AI system analyzes the incoming queries and finds relevant content from the available resources. It then generates suggested replies, which are reviewed and sent by the customer support team. This has significantly reduced the response time and improved the quality of the responses.
Deskhero's AI also enhances the search results on the company's helpdesk portal. When customers search for a query, the AI system uses OpenAI Embeddings to find the most relevant content from the available resources. This has made it easier for customers to find solutions to their problems without having to contact the support team.
The custom fields feature of Deskhero allows EcoDrive Engineering to categorize the queries based on their nature. This helps the support team to prioritize and manage the queries more effectively. The kanban board provides a clear view of the ticket management process, improving the team's productivity.
In summary, Deskhero has transformed the customer support process at EcoDrive Engineering, making it more efficient and customer-friendly.
How does Deskhero's AI system generate suggested replies?
Deskhero's AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the query. It then generates a suggested reply based on this understanding.
How does Deskhero enhance search results?
When a customer searches for a query on the helpdesk portal, Deskhero's AI system uses OpenAI Embeddings to find the most relevant content from the available resources. This ensures that the search results are accurate and helpful.
How does Deskhero improve the ticket management process?
Deskhero provides features like custom fields and kanban board that help in managing the tickets effectively. Custom fields allow categorizing the tickets based on their nature, while the kanban board provides a visual representation of the ticket management process.
* This article provides an example of how a fictive company in the Design electric motors industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
