ElectroMotive Designs receives a large volume of customer queries daily, ranging from technical issues to product inquiries. Managing these queries manually was time-consuming and often led to delayed responses. With Deskhero, the company was able to automate the process using AI. The AI capabilities of Deskhero leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data.
The AI system analyses the incoming queries and matches them with relevant content from the knowledge base, previous tickets, and other 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 customer satisfaction.
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 ElectroMotive Designs to categorize the queries based on their nature, making it easier for the support team to prioritize and manage them. The kanban board provides a visual representation of the ticket management process, improving the team's productivity.
Overall, the use of Deskhero has transformed the customer support process at ElectroMotive Designs, 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.
