EdSupport Inc., a company offering technical support for educational institutions, was dealing with a high volume of support tickets. Their support team was overwhelmed, leading to long response times and decreased customer satisfaction.
They implemented Deskhero, leveraging its AI capabilities to manage their support tickets more efficiently. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content and generate suggested replies.
This significantly reduced the time spent by their support team on each ticket, as they could use the AI-generated suggestions as a starting point for their responses. This led to faster response times and improved customer satisfaction.
Additionally, Deskhero's Kanban board helped the support team to visualize their workflow, making it easier to manage the tickets and prioritize their tasks. This further improved their efficiency and allowed them to handle more tickets in less time.
Finally, the REST API allowed EdSupport Inc. to integrate Deskhero with their existing systems, further streamlining their processes and improving their overall efficiency.
How does Deskhero's AI assist in managing support tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, reducing the time spent on each ticket.
How does Deskhero's Kanban board improve efficiency?
Deskhero's Kanban board visualizes the workflow, making it easier to manage the tickets and prioritize tasks. This helps improve efficiency and allows the support team to handle more tickets in less time.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that allows it to be integrated with other systems. This can help streamline processes and improve efficiency.
* This article provides an example of how a fictive company in the Educational Technology Solutions & Support Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
