OptiTech Manufacturing receives a high volume of customer inquiries daily, ranging from technical issues with products to general questions about product usage. With Deskhero, they are able to efficiently manage these inquiries through the platform's ticket management system. The AI capabilities of Deskhero allow OptiTech to automatically categorize and prioritize tickets based on their content, ensuring that urgent matters are addressed promptly.
The AI also enhances the search results within the platform. When a customer support representative searches for a solution to a problem, the AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find the most relevant content. This significantly reduces the time spent on searching for solutions and increases the efficiency of the support team.
Deskhero's AI capabilities also generate suggested replies for customer inquiries. By analyzing the content of the inquiry and comparing it to previous tickets and knowledge base articles, the AI can suggest a suitable response. This not only speeds up the response time but also ensures consistency in the quality of responses.
OptiTech also utilizes Deskhero's custom fields feature to capture specific information about each inquiry. This data is then used by the AI to further enhance the search results and suggested replies.
By leveraging Deskhero's advanced AI capabilities, OptiTech Manufacturing has been able to significantly improve their customer support operations, resulting in increased customer satisfaction and reduced operational costs.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses OpenAI Embeddings to analyze the content of the tickets and categorize them based on their content. It also prioritizes tickets based on their urgency, ensuring that critical issues are addressed first.
How does the AI-enhanced search work?
When a search is made within the platform, the AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find the most relevant content. This significantly improves the accuracy and relevance of the search results.
What are the benefits of AI-generated suggested replies?
AI-generated suggested replies speed up the response time to customer inquiries and ensure consistency in the quality of responses. They are generated by analyzing the content of the inquiry and comparing it to previous tickets and knowledge base articles.
* This article provides an example of how a fictive company in the Manufacture of optical instruments and equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
