Drywall Pro receives numerous customer queries daily, ranging from installation inquiries to troubleshooting requests. With Deskhero's AI capabilities, these queries are automatically categorized and assigned to the appropriate support teams, reducing manual sorting and increasing response time.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies/manuals/presentations to generate suggested replies. This feature has significantly reduced the time spent by support staff on each ticket, allowing them to handle more queries in a day.
Deskhero's AI also enhances search results, making it easier for support staff to find relevant information. This feature has been particularly useful when dealing with complex or uncommon queries, as it provides quick access to similar past cases and their solutions.
Furthermore, the AI has been instrumental in improving Drywall Pro's knowledge base. By analyzing past tickets and other resources, it identifies gaps in the knowledge base and suggests new articles or updates to existing ones.
Overall, Deskhero's AI capabilities have transformed Drywall Pro's customer support, making it more efficient and effective.
How does the AI categorize and assign tickets?
The AI uses OpenAI Embeddings to understand the content of the ticket and categorize it based on its relevance to different topics. It then assigns the ticket to the appropriate support team.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to understand the context of the query. It then uses this understanding to generate a suggested reply.
How does the AI improve the knowledge base?
The AI analyzes past tickets and other resources to identify gaps in the knowledge base. It then suggests new articles or updates to existing ones to fill these gaps.
* This article provides an example of how a fictive company in the Drywall Installation and Finishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
