BioShield R&D's helpdesk team handles a wide range of queries, from general inquiries about their research to specific questions about their methodologies. They use Deskhero's advanced AI capabilities to manage these queries effectively. The AI analyzes the content of the tickets using OpenAI Embeddings and suggests replies based on previous tickets, knowledge base articles, and uploaded files.
The AI also improves the search results on the platform. When a helpdesk representative searches for information to answer a query, the AI uses the embeddings to find the most relevant content. This feature has significantly reduced the time spent by the representatives on finding information, increasing their productivity.
Deskhero's AI capabilities also extend to the generation of knowledge base articles. The AI can generate articles from Word, PowerPoint, and PDF files, as well as from scraped website data. This feature has made it easier for BioShield R&D to keep their knowledge base updated with the latest information.
BioShield R&D uses the custom fields feature of Deskhero to categorize their tickets based on the type of query, the department responsible, and other relevant factors. The AI uses this structured data to improve its suggestions and search results, making the system more efficient.
Overall, the advanced AI capabilities of Deskhero have greatly enhanced the helpdesk services at BioShield R&D. The AI not only assists in managing the tickets but also in finding information, generating knowledge base articles, and categorizing the tickets.
How does Deskhero's AI suggest replies to tickets?
Deskhero's AI uses OpenAI Embeddings to analyze the content of the tickets. It then suggests replies based on previous tickets, knowledge base articles, and uploaded files.
How does Deskhero's AI enhance search results?
When a user searches for information on Deskhero, the AI uses OpenAI Embeddings to find the most relevant content from the tickets, knowledge base articles, and uploaded files.
How does Deskhero's AI generate knowledge base articles?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files, as well as from scraped website data.
* This article provides an example of how a fictive company in the Immunological Research and Development industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
