CutEdge Systems receives numerous customer queries daily regarding the usage and maintenance of their tools. They use Deskhero's ticket management system to organize these queries and ensure timely responses. The AI capabilities of Deskhero analyze the content of the tickets and suggest replies based on previous tickets and knowledge base articles.
The custom fields feature of Deskhero allows CutEdge Systems to categorize the tickets based on the type of tool or issue. This helps in prioritizing the tickets and assigning them to the right support team. The AI further enhances this process by predicting the category of new tickets based on the embeddings from previous tickets.
Deskhero's AI also aids in creating a comprehensive knowledge base for CutEdge Systems. It generates articles from uploaded files like manuals and presentations, and even scrapes data from the company's website. This not only saves time but also ensures that the knowledge base is always up-to-date with the latest information.
CutEdge Systems also leverages Deskhero's advanced search bar powered by AI. It uses the OpenAI embeddings to provide relevant search results, making it easier for the support team to find the required information quickly. This has significantly reduced the resolution time for customer queries.
Finally, the REST API of Deskhero allows CutEdge Systems to integrate the platform with their existing systems. This seamless integration combined with the AI capabilities of Deskhero has transformed the customer support operations of CutEdge Systems, making them more efficient and customer-centric.
How does Deskhero's AI suggest replies to tickets?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the new ticket. It then sends this context through OpenAI's ChatGPT to generate a suggested reply.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI embeddings to understand the context of the search query. It then uses this context to provide relevant search results from the tickets, knowledge base articles, uploaded files, and scraped website data.
Can Deskhero's AI categorize the tickets?
Yes, Deskhero's AI can predict the category of new tickets based on the embeddings from previous tickets. This helps in prioritizing the tickets and assigning them to the right support team.
* This article provides an example of how a fictive company in the Manufacture of cutting tools and tooling systems industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
