Track Titans receives a variety of customer queries about track schedules, event details, and ticket bookings. With Deskhero's ticket management system and AI capabilities, these queries are automatically categorized and prioritized. The AI also suggests replies based on previous tickets and knowledge base articles, reducing the time taken to respond to each query.
The company also uses Deskhero's custom fields and user groups features to segment their customers based on their preferences and interaction history. This segmentation allows them to send personalized notifications and offers to different customer groups, improving customer engagement and retention.
Track Titans has an extensive knowledge base consisting of track rules, event details, and schedule information. Using Deskhero's advanced AI, they can generate articles from various formats like Word, PowerPoint, and PDF files. The AI also enhances the search results by leveraging OpenAI Embeddings from these articles, making it easier for customers to find relevant information.
Deskhero's website scraping feature is used by Track Titans to keep track of news and updates from other track operation websites. This information is used to update their knowledge base and provide accurate information to their customers.
Finally, Track Titans uses Deskhero's REST API to integrate their existing systems with Deskhero, creating a unified platform for all their helpdesk service needs. This integration has reduced the need for multiple platforms and has made it easier for their support team to manage tickets and customer interactions.
How does the AI suggest replies to tickets?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
What types of files can be used to generate knowledge base articles?
You can generate knowledge base articles from Word, PowerPoint, and PDF files.
Can Deskhero integrate with other systems?
Yes, Deskhero provides a REST API that can be used to integrate with other systems.
* This article provides an example of how a fictive company in the Horse racing, greyhound racing and track operations industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
