SatNet Communications has a vast customer base spread across different geographical locations. Managing customer queries and complaints was a daunting task, especially with the technical nature of their services. They needed a solution that could handle the volume of tickets, provide quick and accurate responses, and improve overall customer satisfaction.
With Deskhero, SatNet Communications was able to leverage advanced AI capabilities to manage their support tickets effectively. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies.
The AI capabilities of Deskhero also enhanced the search results on their knowledge base. This allowed customers to find solutions to their problems quickly, reducing the number of tickets generated and freeing up the support team to handle more complex issues.
Furthermore, the custom fields and structured data lists provided by Deskhero allowed SatNet to categorize and prioritize tickets based on their urgency and complexity. This improved their response times and increased customer satisfaction.
Overall, Deskhero's advanced AI capabilities have transformed SatNet Communications' customer support operations, making them more efficient and effective.
How does Deskhero's AI capabilities help in managing support tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to find relevant content. This content is then used to generate suggested replies, speeding up the response time.
How does Deskhero improve the search results on the knowledge base?
Deskhero leverages AI to enhance the search results on the knowledge base. It uses OpenAI Embeddings to find the most relevant content based on the search query, making it easier for customers to find solutions to their problems.
How does Deskhero help in categorizing and prioritizing tickets?
Deskhero provides features like custom fields and structured data lists that allow companies to categorize and prioritize tickets based on their urgency and complexity. This helps in improving response times and customer satisfaction.
* This article provides an example of how a fictive company in the Mobile telecommunications via satellite industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
