BrightLite Manufacturing has a vast customer base with diverse queries ranging from product specifications to troubleshooting. To manage this, they leverage Deskhero's ticket management system, which uses AI to categorize and prioritize tickets based on their urgency and relevance.
Deskhero's AI capabilities also assist in generating suggested replies for customer queries. By analyzing previous tickets, knowledge base articles, and uploaded files like policies and manuals, the AI can provide accurate and timely responses, reducing the workload of the customer support team.
The AI-powered comprehensive search bar is another feature that BrightLite finds invaluable. It enables customers to find relevant content quickly, reducing the number of support tickets and enhancing customer satisfaction.
Deskhero's REST API allows BrightLite to integrate the platform with their existing systems seamlessly. This ensures a unified customer experience across all touchpoints.
Lastly, the AI capabilities extend to the knowledge base, where it generates articles from various sources like Word, PowerPoint, PDF files, and even scraped website data. This ensures that the knowledge base is always up-to-date and comprehensive.
How does the AI categorize and prioritize tickets?
The AI analyzes the content of the ticket, including the subject and body, to determine its category and priority. It uses machine learning algorithms trained on historical data to make these determinations.
How accurate are the AI-generated responses?
The accuracy of the AI-generated responses depends on the quality and quantity of the data it has been trained on. However, Deskhero's AI has been trained on a vast amount of data and continually learns from new data, ensuring high accuracy.
Can the AI generate knowledge base articles from any source?
The AI can generate articles from Word, PowerPoint, PDF files, and scraped website data. However, the source must contain structured data for the AI to process and generate articles.
* This article provides an example of how a fictive company in the Manufacture of halogen lighting equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
