Skyline Engineering receives numerous queries daily regarding project updates, technical issues, and general inquiries. Managing these tickets manually was a daunting task, often leading to delays and inaccuracies. With Deskhero, they were able to automate ticket management using AI, ensuring timely and accurate responses.
The custom fields feature allowed Skyline to categorize and prioritize tickets based on their nature and urgency. This resulted in a more organized workflow and faster resolution times.
Deskhero's advanced AI capabilities leveraged OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time spent on crafting responses.
Furthermore, the AI-enhanced search results provided immediate access to relevant information, making it easier for the support team to address complex queries. The knowledge base articles generated from Word, PowerPoint, PDF files, and scraped website data proved to be invaluable resources.
The REST API allowed Skyline to integrate Deskhero with their existing systems, creating a seamless workflow. The result was a significant improvement in their customer support services, leading to higher customer satisfaction rates.
How does Deskhero's AI improve ticket management?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then used to generate suggested replies, speeding up response times and improving accuracy.
Can Deskhero integrate with existing systems?
Yes, Deskhero provides a REST API that allows for integration with existing systems, creating a seamless workflow.
How does Deskhero help in managing complex queries?
Deskhero's AI-enhanced search results provide immediate access to relevant information, making it easier to address complex queries. The platform also generates knowledge base articles from various sources, providing a rich resource for addressing customer queries.
* This article provides an example of how a fictive company in the Engineers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
