CityLink Railways uses Deskhero's AI capabilities to enrich its knowledge base. The AI analyses previous tickets, knowledge base articles, and uploaded files like policies and manuals to generate new knowledge base articles. This not only expands the knowledge base but also ensures that it stays up-to-date and relevant.
Deskhero's website scraping feature allows CityLink Railways to automatically incorporate any changes from related websites into the knowledge base. This ensures that the customer support team always has the most current information when dealing with customer queries.
The AI-powered search bar enhances the ability to find relevant information quickly, improving the speed and efficiency of customer support. The custom fields and structured data lists allow for effective categorization and prioritization of customer queries.
The Kanban board feature of Deskhero provides a visual overview of the customer support process, enabling the team to track the progress of each ticket and identify any bottlenecks. The user groups feature allows for effective team collaboration and ensures that tickets are handled by the most suitable team member.
Finally, the REST API allows CityLink Railways to integrate Deskhero with other systems, such as their ticketing system or CRM, providing a unified platform for managing all customer interactions.
How does the AI help in enriching the knowledge base?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then used to generate new knowledge base articles.
How does the website scraping feature work?
Deskhero's website scraping feature automatically monitors specified websites for changes. Any new information is incorporated into the knowledge base.
Can Deskhero be integrated with other systems?
Yes, Deskhero's REST API allows it to be integrated with other systems, such as ticketing systems or CRMs.
* This article provides an example of how a fictive company in the Intercity Rail Transport industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
