FlexInk Creations receives numerous customer queries daily regarding their products, usage instructions, safety measures, and more. They use Deskhero's ticket management system to organize these queries efficiently. The AI capabilities of Deskhero analyze the content of these tickets, suggesting replies based on previous similar tickets and relevant knowledge base articles.
The company also uses the custom fields feature to categorize tickets based on the type of query, product involved, and other parameters. This structured data list helps the AI system to provide more accurate suggestions for replies.
FlexInk Creations has a vast knowledge base, including product manuals, safety instructions, and usage guidelines. They upload these documents onto Deskhero, where the AI system generates articles from them. These articles are then used to enhance the search results and provide more comprehensive support to customers.
The company also uses Deskhero's website scraping feature to keep the knowledge base updated with the latest information from relevant websites. The AI system analyzes this data, along with the existing knowledge base, to provide the most up-to-date and relevant support to customers.
Finally, FlexInk Creations uses Deskhero's REST API to integrate the platform with their existing systems, ensuring seamless data flow and improving overall efficiency.
How does the AI system suggest replies to tickets?
The AI system analyzes the content of the ticket and searches for similar previous tickets and relevant knowledge base articles. It then suggests replies based on this analysis.
How does the AI system use the knowledge base to enhance support?
The AI system generates articles from the uploaded documents in the knowledge base. These articles are then used to enhance the search results and provide more comprehensive support to customers.
How does the website scraping feature work?
The website scraping feature automatically extracts the latest information from relevant websites. This data is then analyzed by the AI system to provide the most up-to-date and relevant support to customers.
* This article provides an example of how a fictive company in the Manufacture of Flexographic Inks industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
