FiberTech Solutions receives numerous customer queries daily, ranging from technical issues with their machinery to inquiries about their fiber preparation processes. Before implementing Deskhero, their customer support team struggled with the volume of tickets and finding relevant information quickly.
With Deskhero's advanced AI capabilities, FiberTech Solutions has been able to automate the process of ticket management. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
Deskhero's comprehensive search bar has also been instrumental in improving the efficiency of FiberTech's customer support team. By using AI to enhance search results, the team can quickly find the information they need to resolve customer issues.
The ability to create custom fields and user groups has allowed FiberTech to categorize their customers and tickets better, ensuring that the right team handles each query. This has resulted in improved customer satisfaction rates.
Finally, the use of Deskhero's REST API has enabled FiberTech to integrate the platform with their existing systems, further streamlining their customer support operations.
How does Deskhero's AI capabilities improve ticket management?
Deskhero's AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then used to generate suggested replies, significantly reducing the time taken to respond to customer queries.
How does Deskhero enhance search results?
Deskhero uses AI to enhance the search results in its comprehensive search bar. This allows customer support teams to quickly find the information they need to resolve customer issues.
Can Deskhero be integrated with existing systems?
Yes, Deskhero comes with a REST API that allows it to be integrated with existing systems, further streamlining customer support operations.
* This article provides an example of how a fictive company in the Preparation of Textile Fibres industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
