TunnelTech Industries receives a high volume of customer inquiries regarding the operation, maintenance, and troubleshooting of their tunnel boring machines. With Deskhero, they are able to manage these inquiries effectively through a structured ticket management system. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest relevant replies, reducing the time spent by customer support representatives in crafting responses.
The custom fields feature of Deskhero allows TunnelTech Industries to categorize inquiries based on the type of machine, issue, or customer. This helps in routing the inquiries to the right team or individual, improving the response time.
Deskhero's AI capabilities also enhance the search results in the knowledge base. When customers search for information or solutions, the AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to provide the most relevant results. This self-service feature reduces the load on the customer support team and improves customer satisfaction.
Through the REST API, TunnelTech Industries integrates Deskhero with their existing CRM and ERP systems. This provides a unified view of the customer, enabling personalized and efficient service.
Deskhero's website scraping feature is used by TunnelTech Industries to keep their knowledge base updated with the latest information from relevant external sources. This ensures that both the customer support team and customers have access to the most current and accurate information.
How does Deskhero's AI capabilities improve the efficiency of customer support?
Deskhero's AI capabilities analyze previous tickets and knowledge base articles to suggest relevant replies to customer inquiries. This reduces the time spent by customer support representatives in crafting responses. The AI also enhances the search results in the knowledge base, providing the most relevant results to customers' queries.
Can Deskhero be integrated with other systems?
Yes, Deskhero can be integrated with other systems through its REST API. This enables a unified view of the customer, leading to personalized and efficient service.
How does Deskhero keep the knowledge base updated?
Deskhero uses a website scraping feature to keep the knowledge base updated with the latest information from relevant external sources. This ensures that both the customer support team and customers have access to the most current and accurate information.
* This article provides an example of how a fictive company in the Manufacture of tunnel boring machines for underground mining operations industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
