FlameGuard receives a high volume of customer queries daily, ranging from technical questions about fire suppression systems to inquiries about service schedules. Before implementing Deskhero, their customer support team was overwhelmed with the number of tickets and struggled to provide timely and accurate responses.
With Deskhero, FlameGuard has been able to automate a significant portion of their customer support process. The platform's advanced AI capabilities leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to generate suggested replies. This feature has drastically reduced the time taken to respond to customer queries.
Furthermore, the AI-enhanced search results have made it easier for the customer support team to find relevant information quickly. Instead of manually searching through numerous documents and web pages, the team can now get the needed information at their fingertips.
The custom fields feature of Deskhero has also proved to be beneficial for FlameGuard. It allows the team to categorize tickets based on their nature, making it easier to prioritize and manage them.
Overall, the implementation of Deskhero has led to a significant improvement in FlameGuard's customer support efficiency. The team can now handle more tickets in less time, leading to higher customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the query. It then uses this understanding to generate a suitable reply.
How does the custom fields feature help in ticket management?
The custom fields feature allows you to categorize tickets based on their nature. This makes it easier to prioritize and manage the tickets.
How does Deskhero enhance the search results?
Deskhero's AI enhances the search results by using OpenAI Embeddings from various sources to understand the context of the search query. It then uses this understanding to provide more relevant search results.
* This article provides an example of how a fictive company in the Fire Protection and Suppression Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
