GearFix Inc. receives hundreds of support tickets daily, ranging from simple inquiries to complex machinery repair issues. Managing these tickets manually was proving to be inefficient and time-consuming. With Deskhero, they were able to automate ticket management, categorizing them based on urgency and complexity, allowing their support team to prioritize tasks effectively.
Deskhero's advanced AI capabilities played a crucial role in enhancing GearFix's customer support. 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. This content is then sent through OpenAI's ChatGPT to generate suggested replies, drastically reducing the time taken to respond to customer queries.
The AI also enhanced the search results on GearFix's knowledge base. Customers could now find solutions to their problems faster, reducing the number of tickets raised for minor issues. The AI also helped in generating knowledge base articles from Word, PowerPoint, and PDF files, making it easier for the support team to update the knowledge base.
GearFix also utilized Deskhero's custom fields and user groups features to better organize their support team. They created custom fields for different types of machinery and assigned tickets to user groups based on their expertise, ensuring that each ticket was handled by the most qualified team member.
By integrating Deskhero, GearFix Inc. was able to improve their customer support efficiency significantly. The platform's AI capabilities not only reduced the response time but also improved the quality of support provided to the customers.
How does Deskhero's AI help in managing support tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies for new tickets. This helps in reducing the response time and improving the quality of support.
How does Deskhero enhance the search results on the knowledge base?
Deskhero's AI uses OpenAI Embeddings to enhance the search results on the knowledge base. It uses the embeddings to find relevant content from various resources and present it as search results.
How can Deskhero help in organizing the support team?
Deskhero provides features like custom fields and user groups that can be used to organize the support team. You can create custom fields for different types of issues and assign tickets to user groups based on their expertise.
* This article provides an example of how a fictive company in the Machinery repair industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
