Unionize IT receives hundreds of inquiries daily from members seeking advice on workplace issues. The firm uses Deskhero's advanced AI capabilities to manage these tickets effectively. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content.
The AI then sends this content through OpenAIs ChatGPT to generate suggested replies. This not only speeds up the response time but also ensures that the information provided is accurate and relevant to the member's query.
Unionize IT also uses Deskhero's custom fields and user groups features to categorize and prioritize tickets. This helps them to respond to urgent cases promptly and keep track of ongoing issues.
Furthermore, the firm uses the knowledge base feature to create a self-service portal for members. The AI generates articles from word, powerpoint, pdf files, and even scrapes data from the firm's website. This reduces the number of tickets and allows members to find solutions quickly.
Finally, Unionize IT uses Deskhero's comprehensive search bar and REST API to integrate the platform with their existing systems. This provides a seamless experience for their support team and improves their productivity.
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. It then sends this content through OpenAIs ChatGPT to generate suggested replies.
How does the knowledge base reduce the number of tickets?
The knowledge base serves as a self-service portal where members can find solutions to common issues. This reduces the number of tickets as members can resolve their issues without contacting the support team.
How does Deskhero integrate with existing systems?
Deskhero provides a REST API which allows it to integrate with existing systems. This provides a seamless experience for the support team.
* This article provides an example of how a fictive company in the Labor Representation industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
