NetSecure Solutions receives hundreds of queries and support tickets daily from clients needing help with their network security issues. The company uses Deskhero's ticket management feature to efficiently organize and prioritize these tickets. The advanced AI capabilities of Deskhero analyze the content of these tickets using OpenAI Embeddings, identifying common issues and suggesting relevant responses based on previous tickets, knowledge base articles, and uploaded files.
The AI-powered comprehensive search bar significantly improves the efficiency of NetSecure's support team. It allows them to quickly find relevant information from the knowledge base, previous tickets, and other resources. This feature reduces the time spent on searching for solutions and increases the time spent on resolving client issues.
Deskhero's AI capabilities also extend to its knowledge base. The platform can generate articles from Word, PowerPoint, and PDF files, as well as scrape data from websites. This feature enables NetSecure to continuously update and expand their knowledge base with minimal manual effort.
NetSecure also utilizes Deskhero's custom fields and user groups features to categorize tickets and assign them to the appropriate teams. This, combined with the AI-generated suggested replies, significantly reduces the response time and improves the overall efficiency of their customer support.
By leveraging Deskhero's advanced AI capabilities, NetSecure Solutions has been able to provide faster, more efficient customer support, improving client satisfaction and freeing up their support team to focus on more complex tasks.
How does Deskhero's AI capabilities improve the efficiency of customer support?
Deskhero's AI capabilities analyze the content of support tickets using OpenAI Embeddings, suggesting relevant responses based on previous tickets, knowledge base articles, and uploaded files. This reduces the time spent on searching for solutions and increases the time spent on resolving client issues.
How does Deskhero's AI help in expanding the knowledge base?
Deskhero can generate knowledge base articles from Word, PowerPoint, and PDF files, as well as scrape data from websites. This allows for continuous updating and expansion of the knowledge base with minimal manual effort.
How does Deskhero improve response times?
Deskhero uses AI to suggest relevant responses to support tickets. Combined with the use of custom fields and user groups to categorize and assign tickets, this significantly reduces the response time.
* This article provides an example of how a fictive company in the Network security consulting services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
