SecureWatch receives a high volume of customer queries daily, ranging from technical issues to general inquiries about their surveillance systems. They use Deskhero's ticket management feature to organize these queries, but the real game-changer is the platform's advanced AI capabilities.
With Deskhero's AI, SecureWatch leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This allows the AI to find relevant content and generate suggested replies, significantly reducing the time spent on each ticket.
The AI also enhances the search results within the platform. When a customer support agent searches for a specific issue, the AI uses the embeddings to provide more relevant results, making it easier for the agent to find the information they need.
Furthermore, SecureWatch uses Deskhero's custom fields and user groups to categorize tickets based on the type of surveillance system or the nature of the issue. This helps in routing the tickets to the appropriate team, improving the overall efficiency of the customer support process.
By incorporating Deskhero's AI capabilities into their customer support process, SecureWatch has been able to reduce their response times, improve the accuracy of their responses, and increase customer satisfaction.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI Embeddings from various sources such as previous tickets, knowledge base articles, and uploaded files to provide more relevant search results. This makes it easier for customer support agents to find the information they need.
How does Deskhero's AI generate suggested replies?
The AI uses OpenAI Embeddings from various sources to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does SecureWatch use Deskhero's custom fields and user groups?
SecureWatch uses custom fields to categorize tickets based on the type of surveillance system or the nature of the issue. User groups are used to route the tickets to the appropriate team.
* This article provides an example of how a fictive company in the Monitoring and surveillance services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
