AuralNet has a vast user base that frequently requires assistance with various issues, including technical difficulties, subscription inquiries, and content requests. The company uses Deskhero's ticket management system to efficiently handle these inquiries, categorizing them into structured data lists with custom fields. This allows the customer support team to quickly identify and address the most urgent issues.
Deskhero's advanced AI capabilities play a crucial role in AuralNet's customer support strategy. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. These embeddings are used to find relevant content which is then sent through OpenAIs ChatGPT to generate suggested replies. This not only speeds up the response time but also ensures that the responses are accurate and helpful.
The AI capabilities also enhance the search results on AuralNet's helpdesk. When a user searches for a solution to their issue, the AI uses the embeddings to find the most relevant knowledge base articles or previously resolved tickets. This allows users to quickly find solutions to their problems without having to wait for a response from the customer support team.
Moreover, Deskhero's custom email domains and user groups features allow AuralNet to maintain a professional image while ensuring that the right support team members are handling the right issues. The kanban board feature also helps in tracking the progress of each ticket, ensuring that no issue is left unresolved.
Overall, Deskhero's advanced AI capabilities have significantly improved AuralNet's customer support efficiency and user satisfaction.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to find relevant content. This content is then processed through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance search results?
When a user searches for a solution, the AI uses the embeddings to find the most relevant knowledge base articles or previously resolved tickets, enhancing the search results with relevant and helpful content.
What benefits has AuralNet experienced from using Deskhero?
Deskhero's advanced AI capabilities have improved AuralNet's customer support efficiency, sped up response times, and increased user satisfaction by providing accurate and helpful responses.
* This article provides an example of how a fictive company in the Internet Radio Broadcasting industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
