MegaWatt Machinery has a wide range of products, each with its own set of technical specifications and operating instructions. Managing this vast amount of information was a challenge until they started using Deskhero. Now, they can upload all their manuals, policies, and presentations into the platform, which are then processed by the AI to generate comprehensive knowledge base articles.
The AI capabilities of Deskhero also allow MegaWatt Machinery to scrape data from their website, keeping the knowledge base updated with the latest product information and updates. This feature has significantly improved the quality of their customer support services.
Deskhero's AI uses OpenAI Embeddings to analyze previous tickets and the knowledge base to suggest replies to incoming customer queries. This feature has not only reduced the time taken to resolve tickets but also improved the consistency and accuracy of the responses.
The advanced search bar powered by AI has made it easier for the support team to find relevant information quickly. The search results are enhanced by the AI, which uses the embeddings from the knowledge base and previous tickets to provide the most relevant results.
Lastly, the REST API provided by Deskhero allows MegaWatt Machinery to integrate the platform with their existing systems, ensuring a seamless flow of data and enhancing overall operational efficiency.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI Embeddings from the knowledge base and previous tickets to understand the context and relevance of the information. This allows it to provide the most relevant search results, making it easier for the support team to find the information they need.
How does Deskhero keep the knowledge base up-to-date?
Deskhero allows you to upload files like manuals, policies, and presentations into the platform. It also has a website scraping feature that can be used to extract the latest product information and updates from your website. Both these features ensure that your knowledge base is always up-to-date.
How does the suggested replies feature work?
Deskhero's AI analyzes previous tickets and the knowledge base to understand the context and relevance of the information. It then uses this understanding to suggest replies to incoming customer queries, reducing the time taken to resolve tickets.
* This article provides an example of how a fictive company in the Manufacture of Power Generating Machinery industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
