StreamSpace receives thousands of customer queries daily about content availability, technical issues, and subscription services. Managing these queries was a significant challenge until they adopted Deskhero. The platform's ticket management system and AI capabilities enabled them to categorize and prioritize tickets effectively, ensuring swift responses to urgent issues.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals. This feature allows the AI to generate suggested replies based on historical data, significantly reducing the time spent by support agents on each ticket.
Deskhero's AI also enhances the platform's search results. When a customer raises a query, the AI scans through the company's knowledge base, previous tickets, and other resources to provide the most relevant information. This feature has not only improved the quality of support but also enabled self-service for customers, further reducing the load on support agents.
StreamSpace also uses Deskhero's REST API to integrate the platform with their existing systems. This integration allows them to automate various tasks, such as ticket creation from customer emails and updating the knowledge base from new content on their website.
Overall, Deskhero's AI capabilities have transformed StreamSpace's customer support services, enabling them to handle a higher volume of queries more efficiently and improving their customer satisfaction rates.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. It analyzes this data to understand the context and provide the most relevant response.
How does Deskhero improve search results?
Deskhero's AI enhances search results by scanning through the company's knowledge base, previous tickets, and other resources to provide the most relevant information. This feature improves the quality of support and enables self-service for customers.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows you to integrate the platform with your existing systems. This integration can automate various tasks, such as ticket creation from customer emails and updating the knowledge base from new content on your website.
* This article provides an example of how a fictive company in the Online Content and Digital Media publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
