WrapnSend receives a large number of customer queries and complaints daily. Managing and categorizing these tickets manually was proving to be a daunting task. They needed a solution that could automate the process and improve efficiency.
With Deskhero, WrapnSend was able to leverage the platform's advanced AI capabilities to categorize tickets. The AI uses OpenAI Embeddings from previous tickets to find patterns and categorize new tickets accordingly.
The AI capabilities also improved response times. When a ticket is raised, the AI quickly finds the most relevant information from the knowledge base articles, uploaded files, and scraped website data. This not only speeds up the response time but also ensures that the customer gets the most accurate information.
Deskhero's kanban board and structured data lists made it easy for WrapnSend to manage tickets. The REST API allowed them to integrate Deskhero with their existing systems, further streamlining the process.
Overall, Deskhero's AI capabilities significantly improved WrapnSend's ticket management process. It automated the categorization of tickets, improved response times, and made the process more efficient.
How does the AI categorize tickets?
The AI uses OpenAI Embeddings from previous tickets to find patterns and categorize new tickets accordingly.
How does the AI improve response times?
When a ticket is raised, the AI quickly finds the most relevant information from the knowledge base articles, uploaded files, and scraped website data. This not only speeds up the response time but also ensures that the customer gets the most accurate information.
How does Deskhero help in managing tickets?
Deskhero's kanban board and structured data lists make it easy to manage tickets. The REST API allows you to integrate Deskhero with your existing systems, further streamlining the process.
* This article provides an example of how a fictive company in the Packaging and Shipping Products industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
