Innovatech Design Solutions provides complex engineering and design services to a wide range of industries. With a large customer base, the company faced challenges in managing customer queries and providing timely and accurate responses. They needed a solution that could handle the volume of queries and provide quick, relevant responses.
Deskhero's advanced AI capabilities provided the perfect solution. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations and scraped website data, Deskhero was able to generate suggested replies for customer queries. This significantly reduced the time spent by customer service representatives on each ticket, improving response times and enhancing customer satisfaction.
Furthermore, the AI capabilities also enhanced the search results within the knowledge base. Customers were able to find relevant information more quickly and easily, reducing the number of tickets raised and freeing up customer service representatives to focus on more complex queries.
The custom fields and structured data lists features of Deskhero allowed Innovatech to categorize and prioritize tickets effectively. The kanban board provided a visual representation of the tickets, making it easier for the team to manage and track progress.
Overall, Deskhero's advanced AI capabilities have streamlined Innovatech's customer support services, improved response times, and enhanced customer satisfaction.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI capabilities leverage OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies for customer queries. This reduces the time spent by customer service representatives on each ticket, thereby improving response times.
How does Deskhero enhance the search results within the knowledge base?
Deskhero uses AI to analyze the content of the knowledge base and provide more relevant search results. This makes it easier for customers to find the information they need, reducing the number of tickets raised.
How does Deskhero help in managing and tracking progress of tickets?
Deskhero's kanban board provides a visual representation of the tickets, making it easier for the team to manage and track progress. The custom fields and structured data lists features also allow for effective categorization and prioritization of tickets.
* This article provides an example of how a fictive company in the Engineering and Design Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
