BioRich Ltd. receives numerous customer inquiries daily, which are managed using Deskhero's ticket management feature. The advanced AI capabilities of Deskhero leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies, significantly reducing the response time.
BioRich uses the custom fields feature to categorize tickets based on the type of inquiry, product involved, and customer type. This structured data list helps in prioritizing and assigning tickets to the right helpdesk agent, ensuring faster resolution.
BioRich also utilizes Deskhero's knowledge base feature, where they upload manuals, product guides, and other relevant documents. The AI capabilities of Deskhero generate knowledge base articles from these uploaded files, making it easier for both customers and helpdesk agents to find relevant information.
The comprehensive search bar powered by AI enhances the search results by finding relevant content from the knowledge base, previous tickets, and uploaded files. This feature has significantly improved the efficiency of the helpdesk agents and the overall customer experience.
Lastly, BioRich uses the REST API to integrate Deskhero with their existing CRM system. This integration provides a unified view of the customer, enabling personalized and efficient customer service.
How does Deskhero's AI capabilities improve the efficiency of helpdesk operations?
Deskhero's AI capabilities leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies and enhance search results. This significantly reduces the response time and improves the overall efficiency of helpdesk operations.
How does the custom fields feature help in managing customer inquiries?
The custom fields feature allows you to categorize tickets based on various parameters like the type of inquiry, product involved, and customer type. This helps in prioritizing and assigning tickets to the right helpdesk agent, ensuring faster resolution.
How does the REST API integration benefit the customer service process?
The REST API integration allows you to integrate Deskhero with your existing CRM system. This provides a unified view of the customer, enabling personalized and efficient customer service.
* This article provides an example of how a fictive company in the Fertilizer Agents industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
