IronStep Manufacturing receives a high volume of customer queries regarding product specifications, installation, and maintenance. The company uses Deskhero's ticket management system to handle these inquiries. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest relevant responses, significantly reducing the time spent on each ticket.
The company also uses Deskhero's AI to improve their knowledge base. The AI scrapes data from the company's website and uploaded files like policies, manuals, and presentations to generate new knowledge base articles. This feature has not only saved time on manual data entry but also improved the comprehensiveness of the knowledge base.
IronStep Manufacturing uses custom fields and user groups in Deskhero to categorize their customers and queries. This feature, combined with the AI's ability to analyze structured data lists, has improved the accuracy of the ticket assignment process.
The company also uses Deskhero's comprehensive search bar, powered by AI, to quickly find relevant information. The AI uses embeddings from previous tickets and knowledge base articles to enhance search results, making it easier for the support team to find the information they need.
Lastly, IronStep Manufacturing uses Deskhero's REST API to integrate the platform with their existing systems. This integration has streamlined their workflow and has made it easier for the support team to access all the information they need in one place.
How does Deskhero's AI improve the ticket management process?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest relevant responses to new tickets. This reduces the time spent by the support team on each ticket and improves the accuracy of the responses.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI can scrape data from the company's website and uploaded files to generate new knowledge base articles. This reduces the time spent on manual data entry and improves the quality of the knowledge base.
How does Deskhero's AI enhance the search function?
Deskhero's AI uses embeddings from previous tickets and knowledge base articles to enhance search results. This makes it easier for the support team to find the information they need.
* This article provides an example of how a fictive company in the Manufacture of metal staircases and handrails industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
