MechTech Solutions receives hundreds of support tickets daily, ranging from simple inquiries to complex technical issues. The company uses Deskhero's ticket management system to organize and prioritize these tickets effectively. The system's AI capabilities analyze the content of each ticket, categorize it based on its urgency and complexity, and assign it to the most suitable support agent.
The AI also leverages OpenAI Embeddings from previous tickets and knowledge base articles to suggest potential solutions to the support agents. This feature significantly reduces the time spent by agents on researching solutions, allowing them to respond to customers faster.
MechTech also uses Deskhero's custom fields and structured data lists to capture specific information about each customer's issue. This information is used by the AI to further refine its suggested solutions, making them more accurate and relevant.
The company has also integrated Deskhero's REST API into their own systems, allowing them to automate certain aspects of their customer support process. For example, they can automatically generate tickets from customer emails or website inquiries, and update their knowledge base with new solutions suggested by the AI.
Overall, Deskhero's AI capabilities have enabled MechTech Solutions to significantly improve their customer support efficiency and response times, leading to higher customer satisfaction rates.
How does Deskhero's AI categorize and assign tickets?
Deskhero's AI analyzes the content of each ticket, categorizes it based on its urgency and complexity, and assigns it to the most suitable support agent. It uses OpenAI Embeddings from previous tickets and knowledge base articles to understand the context and nature of each ticket.
How does Deskhero's AI suggest solutions to support agents?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
Can Deskhero's AI capabilities be integrated into other systems?
Yes, Deskhero's REST API allows you to integrate its AI capabilities into your own systems. This can be used to automate certain aspects of your customer support process, such as generating tickets from customer emails or website inquiries.
* This article provides an example of how a fictive company in the Industrial Mechanics and Maintenance Technologies industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
