Global Health Alliance receives numerous inquiries daily, ranging from policy questions to requests for health data. They use Deskhero's ticket management feature to organize these inquiries, but the volume of tickets was overwhelming their staff. The introduction of Deskhero's advanced AI capabilities has revolutionized their process.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This allows it to find relevant content and generate suggested replies. This has drastically reduced the time spent by staff on each ticket, allowing them to handle more tickets in less time.
Deskhero's AI also enhances search results, making it easier for staff to find relevant information. This is particularly useful when dealing with complex health data requests. The AI can quickly locate the necessary data, reducing the time spent searching for information.
The custom fields feature of Deskhero allows Global Health Alliance to tailor their ticketing system to their specific needs. Combined with the AI's ability to learn from previous tickets, this has resulted in a highly efficient and effective support system.
Overall, Deskhero's advanced AI capabilities have transformed the way Global Health Alliance handles customer support. They are now able to provide faster, more accurate responses to inquiries, improving their customer service and freeing up staff time for other tasks.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to find relevant content. It then sends this content through OpenAIs ChatGPT to generate a suggested reply.
How does the AI enhance search results?
The AI uses the same OpenAI Embeddings to enhance search results. It can quickly locate relevant information, reducing the time spent searching.
Can the AI learn from previous tickets?
Yes, the AI is designed to learn from previous tickets. This helps it to improve its suggested replies and search results over time.
* This article provides an example of how a fictive company in the Multilateral organizations and activities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
