IronForge Enterprises was facing challenges in managing the increasing volume of customer tickets. They needed a solution that could help them handle these tickets efficiently and provide quick, accurate responses.
By implementing Deskhero, IronForge Enterprises was able to leverage the platform's AI capabilities to automate their ticket management process. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content, which is then sent through OpenAIs ChatGPT to generate suggested replies.
This has significantly improved the efficiency of the ticket management process, as the AI is able to quickly sift through vast amounts of data to find the most relevant information. It also ensures that the responses are accurate and consistent, as they are based on the company's own data and resources.
Furthermore, the AI capabilities have also enhanced the search results on the company's helpdesk, making it easier for customers to find the information they need. This has resulted in a decrease in the number of tickets raised, freeing up the customer support team to focus on more complex issues.
Overall, Deskhero's advanced AI capabilities have enabled IronForge Enterprises to improve their ticket management process, increase efficiency and enhance customer satisfaction.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAIs ChatGPT to generate suggested replies.
How has the AI improved the search results on the helpdesk?
The AI uses the same OpenAI Embeddings to enhance the search results on the helpdesk, making it easier for customers to find the information they need.
What impact has the AI had on the customer support team?
The AI has reduced the volume of tickets raised by customers, freeing up the customer support team to focus on more complex issues. It has also improved the accuracy and consistency of responses, leading to higher customer satisfaction.
* This article provides an example of how a fictive company in the Metal Fabrication industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
