TechFix Solutions receives hundreds of support tickets daily, ranging from simple queries to complex technical issues. To manage this volume, they leverage Deskhero's advanced AI capabilities. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to generate suggested replies, significantly reducing response times.
Deskhero's AI also enhances the search results within the platform. When a new ticket comes in, the AI quickly scans through the vast database of previous tickets, knowledge base articles, and other resources to find the most relevant information. This feature allows the support team to handle more tickets efficiently, improving the overall customer experience.
The custom fields feature of Deskhero enables TechFix to categorize tickets based on the type of equipment, issue, and other parameters. This structured data list helps the AI to understand the context better and provide more accurate suggestions.
With Deskhero's REST API, TechFix has integrated the platform with their existing systems, allowing for seamless data exchange. This integration further enhances the AI's ability to provide relevant suggestions by giving it access to more data.
Overall, Deskhero's AI capabilities have enabled TechFix Solutions to handle a higher volume of tickets more efficiently, improving their response times and customer satisfaction.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings to scan through previous tickets, knowledge base articles, and other resources to generate suggested replies. This feature significantly reduces the time taken to respond to a ticket.
How does the custom fields feature enhance the AI's performance?
The custom fields feature allows for categorization of tickets based on various parameters. This structured data helps the AI to understand the context better and provide more accurate suggestions.
Can Deskhero be integrated with existing systems?
Yes, Deskhero's REST API allows for seamless integration with existing systems, enhancing the AI's ability to provide relevant suggestions by giving it access to more data.
* This article provides an example of how a fictive company in the Equipment repair industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
