Shield Dynamics has a vast knowledge base consisting of product manuals, policies, and presentations. They use Deskhero's AI capabilities to generate knowledge base articles from these files, making it easier for the support team to find relevant information.
The AI uses OpenAI Embeddings from these files to enhance the search results, allowing the support team to quickly find the information they need. This has significantly improved the efficiency of the support team, reducing the time spent on searching for information.
Shield Dynamics also uses Deskhero's website scraping feature to keep their knowledge base updated. The AI analyzes the scraped data and generates new knowledge base articles, ensuring that the support team always has the most current information.
Furthermore, Shield Dynamics uses Deskhero's ticket management feature to handle customer inquiries. The AI suggests replies based on previous tickets and knowledge base articles, reducing the response time and improving customer satisfaction.
By leveraging Deskhero's advanced AI capabilities, Shield Dynamics has been able to enhance their knowledge base and improve the efficiency of their customer support.
How does the AI generate knowledge base articles?
The AI uses OpenAI Embeddings from uploaded files like policies, manuals, and presentations to generate knowledge base articles. This makes it easier for the support team to find relevant information.
How does the AI suggest replies to customer inquiries?
The AI suggests replies by analyzing previous tickets and knowledge base articles. It uses OpenAI Embeddings from these sources to find relevant content, which is then used to generate suggested replies.
How does the website scraping feature update the knowledge base?
The website scraping feature extracts data from your website and updates the knowledge base with this information. The AI then analyzes this data to generate new knowledge base articles.
* This article provides an example of how a fictive company in the Manufacture of Armored Personnel Carriers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
