DataDirect receives a high volume of support tickets daily, ranging from queries about directory listings to technical issues. Managing these tickets was a challenge until they adopted Deskhero. The platform's ticket management feature, coupled with its AI capabilities, has made it easier for DataDirect to prioritize and respond to tickets effectively.
The AI capabilities of Deskhero utilize OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This has allowed DataDirect to provide quick and accurate responses to customer inquiries. The AI suggests replies based on relevant content, reducing the time spent by support agents on each ticket.
Deskhero's AI also enhances search results, making it easier for DataDirect's support team to find relevant information. This has improved the quality of their responses and increased customer satisfaction.
Moreover, Deskhero's REST API has enabled DataDirect to integrate the platform with their existing systems, further streamlining their customer support process.
Overall, the adoption of Deskhero and its advanced AI capabilities has transformed DataDirect's customer support services, improving efficiency and customer satisfaction.
How does Deskhero's AI suggest replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
The AI capabilities of Deskhero use OpenAI Embeddings to improve the relevance of search results. This makes it easier for support agents to find the information they need to respond to customer inquiries.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems, further streamlining the customer support process.
* This article provides an example of how a fictive company in the Directory and database publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
