PharmaGenix receives numerous queries from customers, researchers, and partners about their ongoing research, new drug developments, and clinical trials. Managing these queries was a time-consuming task until they adopted Deskhero. The platform's AI capabilities, leveraging OpenAI Embeddings, analyze previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content.
This relevant content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to queries. This has not only improved the efficiency of the support team but also increased customer satisfaction as they receive quick and accurate responses.
Deskhero's advanced search bar is another feature that PharmaGenix finds invaluable. The search results are enhanced by the AI's understanding of the context and relevance, making it easier for the support team to find the information they need to resolve issues.
The REST API provided by Deskhero allows PharmaGenix to integrate the platform with their existing systems, ensuring seamless data flow and improved operational efficiency. The custom fields and structured data lists help them organize their tickets and user groups better, providing a more personalized service to their customers.
Overall, Deskhero's AI capabilities have transformed the way PharmaGenix manages their customer support, making it more efficient and effective.
How does Deskhero's AI improve the efficiency of customer support?
Deskhero's AI leverages OpenAI Embeddings to analyze previous tickets, knowledge base articles, and other relevant data to generate suggested replies. This reduces the time taken to respond to queries and improves the accuracy of the responses.
How does the advanced search bar work?
The advanced search bar uses AI to understand the context and relevance of the search terms, providing more accurate and relevant results.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems for seamless data flow and improved operational efficiency.
* This article provides an example of how a fictive company in the Pharmaceuticals Research and Development industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
