TruckMaster Inc. has a vast customer base with diverse queries and issues ranging from technical problems to warranty claims. The company uses Deskhero's ticket management feature to effectively track, manage, and resolve these issues. The advanced AI capabilities of Deskhero allow the support team to quickly generate suggested replies based on previous tickets and knowledge base articles, significantly reducing response times.
The AI also enhances the search results by using OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies, manuals, and presentations. This allows the support team to quickly find relevant information, making the resolution process more efficient.
TruckMaster Inc. also leverages Deskhero's website scraping feature to keep their knowledge base updated with the latest information from their website. The AI capabilities of Deskhero automatically generate knowledge base articles from the scraped data, ensuring that the support team always has the most up-to-date information at their fingertips.
Furthermore, TruckMaster Inc. uses Deskhero's custom fields and user groups features to categorize tickets based on the type of issue and the customer segment. This helps in prioritizing the tickets and assigning them to the right support team members.
Finally, the REST API of Deskhero allows TruckMaster Inc. to integrate the platform with their existing systems, providing a seamless customer support experience.
How does Deskhero's AI capabilities enhance the ticket resolution process?
Deskhero's AI capabilities use OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies and enhance search results. This allows the support team to quickly find relevant information and respond to customers, making the resolution process more efficient.
How does Deskhero keep the knowledge base updated?
Deskhero uses its website scraping feature to extract the latest information from your website. The AI capabilities of Deskhero then automatically generate knowledge base articles from this data, ensuring that the support team always has the most up-to-date information.
Can Deskhero be integrated with our existing systems?
Yes, Deskhero provides a REST API that allows you to integrate the platform with your existing systems, providing a seamless customer support experience.
* This article provides an example of how a fictive company in the Manufacture of Commercial Vehicles (Trucks, Buses, etc.) industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
