Optix Solutions uses Deskhero's AI capabilities to generate suggested replies for customer queries. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This has drastically reduced the time taken by the customer support team to respond to queries, thereby increasing customer satisfaction.
The AI-powered comprehensive search bar in Deskhero has made it easier for the Optix team to find relevant information quickly. Whether it's a past ticket, a knowledge base article, or a specific detail from an uploaded file, the search bar provides accurate results in seconds.
Optix also uses Deskhero's AI capabilities to enhance their knowledge base. The AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from websites. This has helped Optix in keeping their knowledge base updated with the latest information without any manual effort.
Deskhero's AI also helps Optix in managing their tickets more efficiently. The AI can analyze the content of a ticket and automatically assign it to the most appropriate user group based on its analysis. This has resulted in faster resolution of tickets and improved productivity of the support team.
Lastly, Optix uses Deskhero's REST API to integrate their existing systems with Deskhero. This has allowed them to leverage the power of AI in their other systems as well, thereby creating a seamless customer support experience.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI help in managing tickets?
Deskhero's AI analyzes the content of a ticket and automatically assigns it to the most appropriate user group based on its analysis. This leads to faster resolution of tickets.
Can Deskhero's AI generate knowledge base articles?
Yes, Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from websites. This helps in keeping the knowledge base updated with the latest information.
* This article provides an example of how a fictive company in the Manufacture of contact lenses industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
