TimberTech Industries receives a high volume of customer queries about their products such as log splitters and chain saws. They use Deskhero's ticket management feature to handle these queries efficiently. The AI capabilities of Deskhero analyze the tickets, categorize them based on their content, and assign them to the right support agents. This has significantly reduced the response time and improved customer satisfaction.
The knowledge base of TimberTech Industries is vast, containing manuals, policies, and presentations about their products. Deskhero's AI capabilities use OpenAI Embeddings to find relevant content from this knowledge base. When a customer raises a ticket, the AI suggests replies based on this content, helping the support agents to provide accurate and prompt responses.
Deskhero's AI also improves the search results on TimberTech Industries' support portal. When a customer searches for information, the AI uses the embeddings from previous tickets and the knowledge base to provide the most relevant results. This has reduced the number of tickets raised for common queries.
TimberTech Industries also uses Deskhero's website scraping feature to keep their knowledge base up-to-date. The AI scans their website for new or updated information about their products and adds it to the knowledge base. This ensures that the support agents always have the most recent information.
Finally, TimberTech Industries uses Deskhero's REST API to integrate their other systems with the platform. This allows them to utilize the AI capabilities of Deskhero across their entire customer support ecosystem, further improving their efficiency.
How does Deskhero's AI categorize tickets?
Deskhero's AI analyzes the content of the tickets and categorizes them based on various factors such as the product mentioned, the type of issue, and the urgency. It then assigns the tickets to the appropriate support agents.
How does Deskhero's AI enhance search results?
When a customer searches for information on the support portal, Deskhero's AI uses the embeddings from previous tickets and the knowledge base to provide the most relevant results. This reduces the need for customers to raise tickets for common queries.
How does Deskhero's website scraping feature work?
Deskhero's AI scans the company's website for new or updated information about their products. It then adds this information to the knowledge base, ensuring that the support agents always have the latest information.
* This article provides an example of how a fictive company in the Manufacturing Forestry Machinery such as Log Splitters, Chain Saws etc. industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
