Metallic Structures Corp. receives a high volume of customer queries and support requests daily. Managing these tickets was a challenging task until they implemented Deskhero. With its structured data lists and custom fields, Deskhero allows them to efficiently categorize and prioritize tickets.
The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest relevant replies. This has drastically reduced the time taken to respond to customers and has improved the accuracy of the responses.
Deskhero's AI also enhances the search results in the knowledge base. By leveraging OpenAI Embeddings, the AI can find the most relevant content from uploaded files like policies, manuals, and presentations. This makes it easier for the support staff to find the information they need to resolve tickets.
The company also uses Deskhero's kanban board to visualize the status of each ticket. This, combined with the AI-enhanced search and reply suggestions, has greatly improved their ticket resolution process.
Finally, Metallic Structures Corp. uses the REST API to integrate Deskhero with their existing systems. This creates a seamless workflow for their support staff, further enhancing their efficiency.
How does Deskhero's AI improve ticket resolution times?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest relevant replies. This reduces the time taken to draft responses, thereby improving ticket resolution times.
How does Deskhero enhance the knowledge base search?
Deskhero's AI uses OpenAI Embeddings to analyze the content of the knowledge base. It then uses this analysis to enhance the search results, making it easier to find the relevant information.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows you to integrate it with your existing systems.
* This article provides an example of how a fictive company in the Manufacturing architectural and ornamental metals industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
