TunnelTech Solutions has a comprehensive knowledge base consisting of manuals, policies, and presentations. Deskhero's AI capabilities, using OpenAI Embeddings, assist in extracting pertinent content from these resources to generate suggested responses for customer inquiries. This has drastically cut down the time required to resolve tickets.
The AI also improves the search results on their support portal. When a customer submits a query, the AI uses embeddings from previous tickets and knowledge base articles to provide the most relevant results. This has led to increased customer satisfaction as they can find solutions to their issues more quickly.
TunnelTech Solutions utilizes Deskhero's website scraping feature to keep their knowledge base current. The AI scans their website and updates the knowledge base with any new information discovered. This ensures that the support team is always equipped with the most recent information.
Deskhero's REST API allows TunnelTech Solutions to integrate the platform with their existing systems. This seamless integration has simplified the management of tickets and user groups for the support team.
Since implementing Deskhero, TunnelTech Solutions has seen a significant decrease in the number of unresolved tickets. The platform's AI capabilities have not only enhanced the productivity of their support team but also improved the overall customer experience.
How does Deskhero's AI suggest responses to customer inquiries?
Deskhero's AI uses OpenAI Embeddings to extract relevant content from the company's knowledge base, previous tickets, uploaded files, and scraped website data. This content is then processed through OpenAI's ChatGPT to generate suggested responses.
How does Deskhero's AI improve search results?
When a customer submits a query, Deskhero's AI uses embeddings from previous tickets and knowledge base articles to provide the most relevant results.
How does Deskhero's website scraping feature keep the knowledge base current?
Deskhero's AI scans the company's website and updates the knowledge base with any new information discovered. This ensures that the support team is always equipped with the most recent information.
* This article provides an example of how a fictive company in the Horizontal Drilling industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
