Tech High, a high school with a strong emphasis on technology education, was struggling with managing IT support requests from students and staff. They needed a solution that could handle a high volume of tech-related inquiries and provide accurate, timely responses.
The school decided to implement Deskhero, a SaaS platform designed for customer support and helpdesk services. The platform's structured data lists and custom fields allowed the school to categorize and prioritize tech-related inquiries, while the ticket management feature ensured that no request was overlooked.
Deskhero's advanced AI capabilities were particularly beneficial for Tech High. The AI leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing response times for tech-related inquiries.
The AI-enhanced search results also made it easier for the IT support staff to find the information they needed to resolve tech-related issues. The knowledge base feature, which could generate articles from Word, PowerPoint, and PDF files, provided a valuable resource for both the IT support staff and the users.
Since implementing Deskhero, Tech High has seen a significant improvement in its IT support services. The platform's AI capabilities have not only sped up response times but also increased the accuracy of the responses, leading to higher user satisfaction rates.
How does Deskhero's AI capabilities improve response times for tech-related inquiries?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to suggest relevant responses to new tech-related inquiries. This reduces the time IT support staff spend searching for information and crafting responses.
Can Deskhero handle a high volume of tech-related inquiries?
Yes, Deskhero is designed to manage a high volume of inquiries efficiently. Its ticket management feature ensures that no request is overlooked, and its AI capabilities speed up response times.
How does Deskhero improve the accuracy of responses to tech-related inquiries?
Deskhero's AI capabilities ensure that responses are based on relevant, accurate information. The AI uses OpenAI Embeddings to pull information from a variety of sources, including previous tickets, knowledge base articles, and uploaded files.
* This article provides an example of how a fictive company in the High Schools industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
