TechAdvance College's IT support team was struggling with the volume of technical queries from staff and students. The team found it challenging to provide quick and accurate solutions, leading to delays and frustration. They turned to Deskhero for assistance.
Using Deskhero, TechAdvance College was able to organize their extensive data into structured lists and custom fields. This helped the IT support team to manage and track tickets more efficiently, leading to improved resolution times.
The college also took advantage of Deskhero's advanced AI capabilities. The AI used OpenAI Embeddings to analyze previous tickets, knowledge base articles, and uploaded files such as technical manuals and guides. This enabled it to suggest relevant solutions and generate potential replies, significantly reducing the time taken to resolve issues.
Deskhero's website scraping feature was utilized to keep the knowledge base updated with the latest technical updates and solutions from the college's IT website. This ensured that the IT support team always had the most recent information available.
Finally, the comprehensive search bar and REST API allowed the IT support team to quickly find the solutions they needed, further improving their efficiency. As a result, TechAdvance College saw a significant improvement in their IT support services, with faster resolution times and higher user satisfaction.
How does the AI suggest relevant solutions?
The AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, and uploaded files. It then uses this information to suggest relevant solutions and generate potential replies.
What is the benefit of the website scraping feature?
The website scraping feature allows the AI to regularly update the knowledge base with the latest technical updates and solutions from the college's IT website. This ensures that the IT support team always has the most recent information.
How does the REST API improve efficiency?
The REST API allows the IT support team to quickly find the solutions they need, reducing the time taken to resolve issues.
* This article provides an example of how a fictive company in the Administration of Higher Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
