SecureIT was experiencing difficulties in managing their customer support process. The high volume of tickets and the complexity of issues raised were leading to long response times and inaccuracies in responses.
Deskhero's advanced AI capabilities provided a solution. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data, Deskhero was able to generate suggested replies. This not only reduced the time taken to respond to each ticket but also improved the accuracy of responses.
Additionally, Deskhero's comprehensive search bar, enhanced by AI, allowed SecureIT's support team to quickly find relevant information from the vast amount of data available. This feature was particularly useful when dealing with complex or unusual issues that required in-depth knowledge of specific topics.
The use of a Kanban board in Deskhero also helped SecureIT to visualize their workflow, track the progress of tickets, and identify bottlenecks. This led to improved efficiency and productivity in their customer support process.
Overall, Deskhero's AI capabilities have significantly improved SecureIT's customer support process, leading to faster response times, higher accuracy in responses, and increased customer satisfaction.
How does Deskhero's AI capabilities improve response times and accuracy?
Deskhero's AI capabilities leverage OpenAI Embeddings from various sources to generate suggested replies. This not only reduces the time taken to respond to each ticket but also improves the accuracy of responses.
How does Deskhero help in dealing with complex or unusual issues?
Deskhero's comprehensive search bar, enhanced by AI, allows users to quickly find relevant information from a vast amount of data. This is particularly useful when dealing with complex or unusual issues that require in-depth knowledge of specific topics.
How does Deskhero help in visualizing the workflow?
The use of a Kanban board in Deskhero helps to visualize the workflow, track the progress of tickets, and identify bottlenecks. This leads to improved efficiency and productivity in the customer support process.
* This article provides an example of how a fictive company in the IT Audit Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
