IronClad Fabrications receives numerous customer support requests daily. These range from queries about their services, to specific issues with ongoing repair projects. Managing these tickets manually was time-consuming and prone to errors.
With Deskhero, IronClad Fabrications has been able to automate their ticket management system. The platform's advanced AI capabilities leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data.
The AI system analyzes the content of each new ticket and compares it with the embedded knowledge. It then suggests replies based on the most relevant content. This has significantly reduced the time taken to respond to customer queries and improved the accuracy of the responses.
Deskhero's comprehensive search bar has also enhanced the efficiency of IronClad's customer service team. They can quickly find relevant information from the knowledge base or previous tickets to assist customers. This has led to a reduction in resolution times and an increase in customer satisfaction.
Furthermore, the custom fields and structured data lists provided by Deskhero have enabled IronClad to categorize and prioritize tickets effectively. This has resulted in better resource allocation and improved service delivery.
How does Deskhero's AI system suggest replies?
Deskhero's AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to analyze the content of each new ticket. It then generates suggested replies based on the most relevant content.
How does Deskhero improve the efficiency of the search process?
Deskhero's comprehensive search bar allows users to quickly find relevant information from the knowledge base or previous tickets. This reduces the time taken to find information and improves the accuracy of responses.
How does Deskhero help in categorizing and prioritizing tickets?
Deskhero provides custom fields and structured data lists that enable users to categorize and prioritize tickets effectively. This leads to better resource allocation and improved service delivery.
* This article provides an example of how a fictive company in the Metal fabrication repair industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
