TerraFirm Engineering handles a large number of customer inquiries daily. These range from technical questions about their geotechnical services to requests for project quotes. With Deskhero, they can efficiently manage these tickets using the platform's structured data lists and kanban board features.
The custom fields feature allows TerraFirm to categorize tickets based on their nature, aiding the support team in prioritizing and addressing them effectively. The user groups feature enables the company to assign specific tickets to the appropriate teams or individuals.
Deskhero's advanced AI capabilities have transformed TerraFirm's customer support. The AI leverages 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, significantly reducing response times.
Additionally, the AI-enhanced comprehensive search bar allows TerraFirm's support team to quickly find relevant information from their vast knowledge base or previously resolved tickets, further improving their efficiency.
Finally, Deskhero's REST API allows TerraFirm to integrate the platform with their existing systems, ensuring a seamless workflow and enhanced productivity.
How does Deskhero's AI enhance the ticket management process?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This not only speeds up the response time but also ensures the responses are accurate and relevant.
Can Deskhero be integrated with our existing systems?
Yes, Deskhero comes with a REST API that allows you to integrate it with your existing systems for a seamless workflow.
How does Deskhero's AI improve 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.
