IntelView receives hundreds of support tickets daily from clients who need assistance with their surveillance systems. With Deskhero's advanced AI capabilities, these tickets are automatically categorized and prioritized based on their urgency and complexity. This has resulted in a more efficient ticket management process and faster resolution times.
The AI also leverages OpenAI Embeddings from previous tickets and knowledge base articles to suggest relevant content. This feature has drastically reduced the time spent by support agents on researching solutions as the AI provides them with suggested replies based on similar past issues.
Deskhero's AI capabilities extend to its comprehensive search bar. When IntelView's clients use the search bar, the AI enhances the search results by finding the most relevant content from the knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data.
Furthermore, IntelView has utilized Deskhero's custom fields and user groups features to create a more personalized support experience for their clients. The AI uses these custom fields to better understand the client's issue and provide a more accurate solution.
Overall, Deskhero's advanced AI capabilities have enabled IntelView to provide a more efficient and effective customer support service.
How does Deskhero's AI prioritize support tickets?
Deskhero's AI uses OpenAI Embeddings to analyze the content of the support tickets. It then categorizes and prioritizes them based on their urgency and complexity.
How does the AI suggest replies to support agents?
The AI uses OpenAI Embeddings from previous tickets and knowledge base articles to find relevant content. It then sends this content through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero enhance search results?
When a search is made, Deskhero's AI uses OpenAI Embeddings from the knowledge base articles, uploaded files, and scraped website data to find the most relevant content. This content is then ranked and presented in the search results.
* This article provides an example of how a fictive company in the Intelligence Analysis and Surveillance industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
