ProMech Innovations receives a high volume of support tickets daily. To manage these effectively, the company uses Deskhero's kanban board and ticket management system. The AI capabilities of the system analyze each ticket, categorize it, and place it in the appropriate stage on the kanban board. This provides a clear visual representation of the workflow, making it easier for the team to track progress and prioritize tasks.
The AI also suggests potential solutions to the support agents by leveraging OpenAI Embeddings from previous tickets and knowledge base articles. This feature significantly reduces the time spent by agents on researching solutions, allowing them to focus more on resolving issues.
Furthermore, the company 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 ProMech Innovations to streamline their workflow and improve productivity, leading to higher customer satisfaction rates.
How does Deskhero's AI help in managing the workflow?
Deskhero's AI analyzes each ticket, categorizes it, and places it in the appropriate stage on the kanban board. This provides a clear visual representation of the workflow, making it easier for the team to track progress and prioritize tasks.
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.
