HeavyFix Solutions receives a large volume of customer inquiries daily, ranging from simple queries about service availability to complex technical issues. The company uses Deskhero's advanced AI capabilities to manage these inquiries efficiently. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content.
When a customer submits a ticket, the AI analyses the content and suggests potential responses based on the embeddings. This not only speeds up the response time but also ensures that the replies are accurate and relevant. The AI also enhances search results, making it easier for the customer support team to find the information they need.
Deskhero's AI capabilities also help in maintaining the company's knowledge base. It can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This ensures that the knowledge base is always up-to-date and comprehensive.
The custom fields feature allows HeavyFix Solutions to categorize tickets based on the type of equipment, the nature of the problem, and other relevant factors. This makes it easier to assign tickets to the right team and track the progress of each ticket.
By integrating Deskhero's advanced AI capabilities into their customer support system, HeavyFix Solutions has been able to improve their response time, increase customer satisfaction, and streamline their helpdesk operations.
How does Deskhero's AI suggest responses to customer inquiries?
Deskhero's AI analyses the content of the customer inquiry and leverages OpenAI embeddings from previous tickets, knowledge base articles, and other resources to suggest potential responses.
How does Deskhero's AI help in maintaining the knowledge base?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and scrape data from the company's website, ensuring that the knowledge base is always up-to-date and comprehensive.
How does Deskhero's custom fields feature benefit HeavyFix Solutions?
The custom fields feature allows HeavyFix Solutions to categorize tickets based on various factors, making it easier to assign tickets to the right team and track the progress of each ticket.
* This article provides an example of how a fictive company in the Machinery & Heavy Equipment Repair industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
