BroadcastNet deals with a high volume of customer queries daily, ranging from technical issues to content inquiries. Prior to Deskhero, managing these tickets was a manual and time-consuming process. With Deskhero's AI-powered ticket management system, they have automated ticket categorization and prioritization, resulting in faster response times.
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This has enabled BroadcastNet's support team to handle more tickets efficiently, improving overall customer satisfaction.
The knowledge base feature of Deskhero has been a game-changer for BroadcastNet. The AI automatically generates articles from Word, PowerPoint, PDF files, and scrapes data from their website. This has led to a robust and always updated knowledge base, reducing the number of repetitive queries.
BroadcastNet also uses Deskhero's custom fields and user groups features to provide personalized support services. The AI's ability to enhance search results has made it easier for the support team to find relevant information, further expediting the resolution process.
Finally, the REST API provided by Deskhero has allowed BroadcastNet to integrate the platform with their existing systems, creating a seamless and efficient workflow.
How does Deskhero's AI improve ticket management?
Deskhero's AI uses OpenAI Embeddings from various sources to categorize and prioritize tickets automatically. It also suggests replies based on this data, speeding up the resolution process.
How does the knowledge base feature work?
Deskhero's AI can generate knowledge base articles from various file types and even scrape data from your website. This ensures your knowledge base is always comprehensive and up-to-date.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows you to integrate it with your existing systems, creating a unified workflow.
* This article provides an example of how a fictive company in the Internet publishing and broadcasting industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
