TechGuard was facing a challenge with their growing knowledge base. The vast amount of information was becoming increasingly difficult to manage and navigate, leading to a decrease in the effectiveness of their customer self-service portal.
Deskhero's advanced AI capabilities offered 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 enhance the search results within the knowledge base. This made it easier for customers to find relevant information and resolve their issues without needing to raise a support ticket.
Additionally, Deskhero's AI capabilities were used to generate knowledge base articles from Word, PowerPoint, PDF files, and scraped website data. This automated process significantly reduced the time and effort required to update the knowledge base, ensuring it remained up-to-date and comprehensive.
The use of user groups in Deskhero also allowed TechGuard to provide tailored access to different sections of the knowledge base, ensuring that customers could easily find the information most relevant to them.
Overall, Deskhero's AI capabilities have significantly improved TechGuard's knowledge base management, leading to a reduction in support ticket volume and an increase in customer satisfaction.
How does Deskhero's AI capabilities enhance the knowledge base search results?
Deskhero's AI capabilities leverage OpenAI Embeddings from various sources to enhance the search results within the knowledge base. This makes it easier for customers to find relevant information and resolve their issues without needing to raise a support ticket.
How does Deskhero automate the process of updating the knowledge base?
Deskhero's AI capabilities can generate knowledge base articles from Word, PowerPoint, PDF files, and scraped website data. This automated process significantly reduces the time and effort required to update the knowledge base.
How does Deskhero provide tailored access to the knowledge base?
The use of user groups in Deskhero allows companies to provide tailored access to different sections of the knowledge base, ensuring that customers can easily find the information most relevant to them.
* 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.
