DrillMaster Inc. receives hundreds of support tickets daily, ranging from technical inquiries to requests for machine maintenance guidelines. The company uses Deskhero's AI capabilities to manage these tickets efficiently. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies, significantly reducing response time.
The AI also enhances the search results on the platform, making it easier for the support team to find relevant information quickly. This feature is particularly useful when dealing with complex technical queries that require detailed and accurate responses.
DrillMaster Inc. also uses Deskhero's AI to automatically generate knowledge base articles from Word, PowerPoint, and PDF files. This feature allows the company to keep their knowledge base up-to-date with the latest information about their products and services.
Moreover, the company uses the platform's custom fields and user groups features to categorize tickets based on their nature and assign them to the appropriate teams. This feature, combined with the AI's ability to suggest replies, significantly improves the efficiency of the support team.
Finally, DrillMaster Inc. uses Deskhero's REST API to integrate the platform with their existing systems, ensuring seamless data flow and improving overall operational efficiency.
How does Deskhero's AI suggest replies to support tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. The AI analyses the content of the ticket and finds the most relevant information to form a comprehensive and accurate reply.
How does Deskhero's AI improve search results?
The AI uses OpenAI Embeddings to enhance the search results on the platform. It analyses the search query and finds the most relevant information from the available resources, including previous tickets, knowledge base articles, uploaded files, and scraped website data.
Can Deskhero's AI generate knowledge base articles from any file type?
Currently, Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. The company is working on expanding this feature to include other file types.
* This article provides an example of how a fictive company in the Manufacture of boring, drilling and milling machines industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
