EarthWorks Engineering deals with a high volume of customer inquiries daily. These range from technical queries about their geotechnical services to requests for project estimates. With Deskhero, they can effectively manage these tickets using the platform's structured data lists and kanban board features.
The custom fields feature allows EarthWorks to categorize tickets based on their nature, helping the support team to prioritize and address them efficiently. The user groups feature enables the company to assign specific tickets to the right teams or individuals.
Deskhero's advanced AI capabilities have revolutionized EarthWorks' customer support. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This data is used to find relevant content which is sent through OpenAIs ChatGPT to generate suggested replies, drastically reducing response times.
Moreover, the AI-powered comprehensive search bar allows EarthWorks' support team to swiftly find relevant information from their extensive knowledge base or previously resolved tickets, further enhancing their efficiency.
Lastly, Deskhero's REST API allows EarthWorks to integrate the platform with their existing systems, ensuring a smooth workflow and increased productivity.
How does Deskhero's AI improve the ticket resolution process?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This significantly reduces the response time and ensures the responses are accurate and relevant.
Can we integrate Deskhero with our existing systems?
Yes, Deskhero provides a REST API that allows you to integrate it with your existing systems for a seamless workflow.
How does Deskhero's AI enhance the search function?
Deskhero's AI enhances the search function by using OpenAI Embeddings to find relevant content from various sources, including previous tickets and knowledge base articles. This makes the search results more accurate and relevant.
* This article provides an example of how a fictive company in the Geotechnical Engineering industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
