CokeTech Industries receives numerous queries and support requests from their clients daily. To manage these efficiently, they use Deskhero's ticket management system. The advanced AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest possible solutions, significantly reducing the response time.
The custom fields feature allows CokeTech to categorize tickets based on the type of request or issue. This helps in prioritizing and assigning tickets to the right team or individual. The AI system learns from this categorization and automatically assigns new tickets to the appropriate team, improving efficiency.
Deskhero's AI also enhances the search results by leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies, manuals, and presentations. This feature enables the support team to find relevant content quickly, enhancing their productivity.
Moreover, the AI capabilities are used to generate knowledge base articles from Word, PowerPoint, and PDF files. This automated process saves time and ensures that the knowledge base is always updated with the latest information.
Finally, the AI system also suggests replies to customer queries. These suggestions are based on the analysis of previous tickets and the knowledge base, ensuring that the replies are accurate and helpful.
How does the AI system prioritize tickets?
The AI system learns from the categorization of previous tickets and automatically assigns new tickets based on their type and urgency.
How does the AI enhance search results?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content, enhancing the search results.
How does the AI generate knowledge base articles?
The AI system can generate knowledge base articles from Word, PowerPoint, and PDF files, ensuring that the knowledge base is always updated with the latest information.
* This article provides an example of how a fictive company in the Manufacture of coke oven gas industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
