HistoriCode uses Deskhero's advanced AI capabilities to manage the large volume of tickets they receive daily. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This significantly reduces the time taken to respond to customer queries.
The custom fields feature allows HistoriCode to categorize tickets based on the nature of the query, the historical site or building in question, and the type of programming used. This helps in prioritizing and assigning tickets to the right team members.
Deskhero's comprehensive search bar is used by HistoriCode's support team to quickly find relevant information from the knowledge base, previous tickets, and uploaded files. The AI enhances the search results, making it easier for the team to provide accurate responses.
Using Deskhero's REST API, HistoriCode has integrated the platform with their existing systems, allowing seamless exchange of data. This has improved the efficiency of their support process.
Finally, the AI capabilities of Deskhero have helped HistoriCode to automate routine queries, freeing up their support team to handle more complex issues. This has improved customer satisfaction and reduced the workload of the support team.
How does the AI generate suggested replies?
The 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 integrate with existing systems?
Deskhero provides a REST API that can be used to integrate the platform with existing systems, allowing seamless exchange of data.
How has Deskhero improved the efficiency of HistoriCode's support process?
By automating routine queries and providing suggested replies for complex issues, Deskhero has reduced the workload of the support team and improved response times, leading to higher customer satisfaction.
* This article provides an example of how a fictive company in the Educational programming related to historical sites and buildings industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
