HearWell Solutions receives a high volume of customer queries ranging from appointment scheduling, device troubleshooting, to billing inquiries. Managing these queries manually was proving to be time-consuming and inefficient. The company turned to Deskhero to automate their helpdesk services.
With Deskhero, HearWell Solutions was able to structure their data lists, create custom fields and manage tickets effectively. The platform's Kanban board provided a visual overview of the customer support workflow, allowing the team to track and prioritize tickets efficiently.
Deskhero's advanced AI capabilities were particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, Deskhero was able to find relevant content and generate suggested replies. This significantly reduced the time spent on each ticket, improving the team's productivity.
The AI also enhanced the search results in the knowledge base, making it easier for customers to find the information they needed. This led to a decrease in the number of tickets, as customers could solve their issues independently by referring to the knowledge base.
Furthermore, the REST API allowed HearWell Solutions to integrate Deskhero with their existing systems, providing a seamless experience for both the support team and the customers.
How does Deskhero's AI generate suggested replies?
Deskhero's 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.
How does Deskhero enhance the search results in the knowledge base?
Deskhero uses advanced AI to analyze the content of the knowledge base and provide more relevant search results. This makes it easier for customers to find the information they need.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that allows it to be integrated with other systems, providing a seamless experience for both the support team and the customers.
* This article provides an example of how a fictive company in the Installation services for hearing aids industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
