ShieldMakers deals with a large number of customer inquiries every day. To manage these effectively, they use Deskhero's ticket management system. The system's AI capabilities analyze each ticket's content using OpenAI Embeddings, identifying the most relevant knowledge base articles, previous tickets, and uploaded files to assist in resolving the issue.
Deskhero's AI-powered suggested replies enable ShieldMakers' support agents to respond to customer queries more quickly and accurately. These suggestions are generated by analyzing the inquiry's context and referencing the most relevant information from the company's knowledge base and previous tickets.
ShieldMakers also uses Deskhero's website scraping feature, which keeps the knowledge base updated with the latest information from the company's website. This ensures that the AI system always has the most current information when generating suggested replies and enhancing search results.
The company's custom fields in Deskhero allow for detailed categorization of tickets. This, combined with the AI's ability to understand the context of inquiries, significantly improves the efficiency of the ticket management process.
Lastly, ShieldMakers uses Deskhero's REST API to integrate the platform with their existing systems, ensuring seamless data flow and further enhancing the efficiency of their customer support operations.
How does Deskhero's AI capabilities enhance customer support efficiency?
Deskhero's AI capabilities analyze the content of each ticket and suggest the most relevant responses based on the company's knowledge base, previous tickets, and uploaded files. This significantly reduces the time it takes for support agents to find the necessary information and respond to customer inquiries, thereby enhancing customer support efficiency.
How does Deskhero keep the knowledge base updated?
Deskhero uses a website scraping feature to continuously update the knowledge base with the latest information from the company's website. This ensures that the AI system always has the most current information when generating suggested replies and enhancing search results.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows companies to integrate the platform with their existing systems, ensuring seamless data flow and further enhancing the efficiency of their customer support operations.
* This article provides an example of how a fictive company in the Manufacture of covers (e.g. vehicle covers, machine covers) industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
