EarthMend Solutions receives a large number of tickets daily, which were previously managed manually. This led to delays in responses and lower customer satisfaction. With Deskhero's AI-enabled ticket management system, tickets are now automatically categorized and prioritized, resulting in faster response times and higher customer satisfaction.
The AI capabilities of Deskhero have been instrumental in creating a comprehensive knowledge base. The system generates articles from previous tickets, uploaded files like policies and manuals, and scraped website data, providing quick solutions to common issues. This has reduced the burden on the support team and empowered customers to find solutions on their own.
Deskhero's AI also enhances search results. When a customer or a support agent searches for a solution, the AI uses OpenAI Embeddings to find the most relevant content from previous tickets, knowledge base articles, and other resources. This has led to more accurate and useful search results, further improving the efficiency of the support team.
EarthMend Solutions has also benefited from the custom fields and user groups features of Deskhero. These features have allowed the company to tailor the platform to their specific needs, making it easier to manage tickets and communicate with customers.
Using Deskhero's REST API, EarthMend Solutions has integrated the platform with their existing systems, further enhancing their support services. The AI capabilities of Deskhero have transformed the company's customer support, making it more efficient and customer-friendly.
How does Deskhero's AI improve ticket management?
Deskhero's AI automatically categorizes and prioritizes tickets, resulting in faster response times and higher customer satisfaction.
How does the knowledge base feature of Deskhero work?
Deskhero's AI generates knowledge base articles from previous tickets, uploaded files, and scraped website data, providing quick solutions to common issues.
How does Deskhero enhance search results?
Deskhero's AI uses OpenAI Embeddings to find the most relevant content when a search is made, leading to more accurate and useful search results.
* This article provides an example of how a fictive company in the Ground Equipment Maintenance & Repair Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
