TitanTech Machinery receives hundreds of support tickets daily, ranging from simple inquiries to complex technical issues. The company uses Deskhero's ticket management feature to organize these tickets effectively. 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 find relevant content.
This relevant content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries. This has resulted in improved customer satisfaction rates and reduced workload for the customer support team.
Deskhero's comprehensive search bar, enhanced by AI, allows TitanTech's support team to quickly find relevant information from the knowledge base, previous tickets, and other resources. This feature is particularly useful when dealing with complex technical issues that require detailed information.
The custom fields feature of Deskhero allows TitanTech to categorize tickets based on the type of machinery involved, the nature of the issue, and other parameters. This helps in prioritizing tickets and assigning them to the right team members.
Deskhero's REST API enables TitanTech to integrate the platform with their existing systems, further enhancing the efficiency of their customer support operations.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI capabilities use OpenAI Embeddings to find relevant content from various resources. This content is then used to generate suggested replies, significantly reducing the time taken to respond to customer queries.
How does the comprehensive search bar work?
The comprehensive search bar uses AI to quickly find relevant information from the knowledge base, previous tickets, and other resources. This helps in providing quick and accurate responses to customer queries.
Can Deskhero be integrated with existing systems?
Yes, Deskhero's REST API allows it to be integrated with existing systems, enhancing the efficiency of customer support operations.
* This article provides an example of how a fictive company in the Heavy Machinery Repair and Installation industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
