PathoTech Solutions receives hundreds of customer queries daily about test results, procedures, and general inquiries. Managing these manually was proving to be time-consuming and inefficient. With Deskhero's ticket management and AI capabilities, they were able to automate the process, categorizing and prioritizing tickets based on urgency and complexity.
The AI feature of Deskhero leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This has allowed PathoTech to generate suggested replies for common queries, thus reducing the workload on their customer support team.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information quickly. This has resulted in faster response times and increased customer satisfaction.
Additionally, the knowledge base feature of Deskhero has proved invaluable for PathoTech. The AI can generate articles from Word, PowerPoint, PDF files, which are then made accessible to customers. This self-service option has reduced the number of basic queries coming to the support team.
Overall, Deskhero's advanced AI capabilities have transformed PathoTech's customer support, making it more efficient and customer-friendly.
How has Deskhero improved the response time of customer support?
Deskhero's AI capabilities have automated the process of categorizing and prioritizing tickets, as well as generating suggested replies. This has significantly reduced the time taken to respond to customer queries.
How does Deskhero's AI enhance search results?
The AI leverages OpenAI Embeddings from various sources to find relevant content. This makes it easier for the support team to find the information they need to respond to queries.
What is the benefit of the knowledge base feature?
The knowledge base provides a self-service option for customers, reducing the number of basic queries coming to the support team. The AI can generate articles from various file types, making it a versatile tool.
* This article provides an example of how a fictive company in the Pathology services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
