IronForge Manufacturing has a large customer base spread across the globe. Handling customer queries and issues in different time zones was a challenge until they adopted Deskhero. The platform's AI capabilities analyze previous tickets and knowledge base articles to suggest replies, enabling the support team to handle more tickets in less time.
Deskhero's AI-powered comprehensive search bar is another feature that IronForge Manufacturing finds invaluable. The AI uses embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to enhance search results. This allows the support team to quickly find the information they need to resolve customer issues.
The company also uses Deskhero's AI to maintain their knowledge base. The AI can generate knowledge base articles from word, PowerPoint, and PDF files, ensuring that the knowledge base is always updated with the latest information.
IronForge Manufacturing has integrated Deskhero with their existing systems using the platform's REST API. This integration allows them to leverage Deskhero's AI capabilities across their entire customer service infrastructure, leading to improved efficiency and effectiveness.
By leveraging Deskhero's advanced AI capabilities, IronForge Manufacturing has been able to improve their customer service operations significantly. They can now handle more customer queries in less time, maintain an up-to-date knowledge base, and provide a more efficient and effective service.
How does Deskhero's AI improve the efficiency of the customer service team?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies to new tickets. This reduces the time taken to respond to customers, allowing the support team to handle more tickets in less time.
How does Deskhero's AI enhance search results?
Deskhero's AI uses embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to enhance search results. This allows the support team to quickly find the information they need to resolve customer issues.
Can Deskhero's AI capabilities be used to maintain the knowledge base?
Yes, Deskhero's AI can generate knowledge base articles from word, PowerPoint, and PDF files, ensuring that the knowledge base is always updated with the latest information.
* This article provides an example of how a fictive company in the Manufacture of casting machines and moulds for metallurgy industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
