NetSolutions Inc. receives hundreds of customer queries daily, ranging from simple troubleshooting to complex network configuration issues. Managing these tickets manually was time-consuming and often led to delayed responses. With Deskhero, they were able to automate ticket management and prioritize issues based on urgency and complexity.
Deskhero's AI capabilities were particularly useful in handling repetitive queries. The AI leveraged OpenAI Embeddings from previous tickets and knowledge base articles to generate suggested replies. This significantly reduced the time spent by support agents on each ticket, allowing them to focus on more complex issues.
NetSolutions also used Deskhero's AI to enhance their knowledge base. The AI could generate articles from various sources like word documents, powerpoint presentations, and PDF files. This made it easy for the company to keep their knowledge base updated with the latest information.
The comprehensive search bar powered by AI helped customers find relevant information quickly. The AI used embeddings from the knowledge base, uploaded files, and scraped website data to enhance search results. This led to a decrease in the number of tickets raised, as customers could find solutions to their problems in the knowledge base.
Overall, Deskhero's AI capabilities have significantly improved the efficiency of NetSolutions' customer support services. The company has seen a decrease in response times, an increase in customer satisfaction, and a reduction in the workload of their support agents.
How does Deskhero's AI prioritize tickets?
Deskhero's AI prioritizes tickets based on their urgency and complexity. It uses OpenAI Embeddings from previous tickets and knowledge base articles to understand the nature of the issue and assign a priority level.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI can generate knowledge base articles from various sources like word documents, powerpoint presentations, and PDF files. This makes it easy to keep the knowledge base updated with the latest information.
How does Deskhero's AI improve search results?
Deskhero's AI uses embeddings from the knowledge base, uploaded files, and scraped website data to enhance search results. This helps customers find relevant information quickly, reducing the need to raise a ticket.
* This article provides an example of how a fictive company in the Network Solutions and Systems Integration industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
