OnlineOracle receives a multitude of customer queries daily, from subscription issues to content-related questions. Managing these tickets manually was labor-intensive and often led to delayed responses. With Deskhero's AI-powered ticket management system, they have automated ticket categorization and prioritization, drastically reducing response times.
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This has empowered OnlineOracle's support team to handle more tickets in less time, improving customer satisfaction rates.
The knowledge base feature of Deskhero has been particularly beneficial for OnlineOracle. The AI automatically generates articles from Word, PowerPoint, PDF files, and even scrapes data from their website. This has resulted in a comprehensive and always up-to-date knowledge base, reducing the number of repetitive queries.
OnlineOracle also utilizes Deskhero's custom fields and user groups features to tailor their support services according to customer needs. The AI's ability to enhance search results has made it easier for the support team to find relevant information, further speeding up the resolution process.
Lastly, the REST API provided by Deskhero has enabled OnlineOracle to integrate their existing systems with the platform, creating a unified 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.
