SoftLicence Inc. has a vast customer base with diverse queries ranging from licensing issues to technical troubleshooting. The company leverages Deskhero's AI capabilities to manage tickets efficiently. The AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies, significantly reducing the response time.
The AI also enhances the search results, making it easier for the support team to find relevant content quickly. This feature has been particularly useful when dealing with complex licensing issues that require referencing previous cases or specific clauses in licensing agreements.
Deskhero's website scraping feature is used by SoftLicence Inc. to keep their knowledge base updated with the latest information from their official website and other relevant online resources. This ensures that the AI and the support team always have access to the most recent and accurate information.
Furthermore, SoftLicence Inc. uses Deskhero's custom fields and user groups features to categorize and prioritize tickets. This, combined with the AI's ability to suggest replies, has significantly improved the overall efficiency of their customer support.
Overall, Deskhero's advanced AI capabilities have enabled SoftLicence Inc. to provide quicker, more accurate responses to customer queries, thereby improving customer satisfaction and loyalty.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. This significantly reduces the time taken to draft responses, thereby improving response times.
How does Deskhero keep its knowledge base updated?
Deskhero uses a website scraping feature to automatically update the knowledge base with the latest information from the company's official website and other relevant online resources.
How does Deskhero help in dealing with complex issues?
Deskhero's AI enhances search results, making it easier to find relevant content quickly. This is particularly useful when dealing with complex issues that require referencing previous cases or specific clauses in agreements.
* This article provides an example of how a fictive company in the Licensing of software industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
