MetalPress Solutions receives a high volume of customer queries daily, ranging from technical support to service inquiries. With Deskhero, they are able to efficiently manage these tickets using the structured data lists and kanban board features. This allows them to prioritize and track the progress of each ticket effectively.
The company also takes advantage of Deskhero's custom fields and user groups to categorize and assign tickets to the right teams. This ensures that each query is handled by the most qualified personnel, improving the quality of their customer support.
Deskhero's advanced AI capabilities are a game-changer for MetalPress Solutions. 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 OpenAIs ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customers.
Furthermore, the AI enhances the search results in the knowledge base, making it easier for customers to find the information they need. This has led to a decrease in the number of support tickets, as customers can now solve their issues independently.
Overall, Deskhero's AI capabilities have enabled MetalPress Solutions to provide faster, more accurate customer support, leading to higher customer satisfaction rates.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, and other resources to generate suggested replies. This significantly reduces the time taken to respond to customers.
How does the AI enhance the search results in the knowledge base?
The AI uses OpenAI Embeddings to understand the context and relevance of each article in the knowledge base. This allows it to provide more accurate search results, making it easier for customers to find the information they need.
How does Deskhero help in managing the support tickets?
Deskhero provides structured data lists and a kanban board to help manage and track the progress of each ticket. It also allows for custom fields and user groups to categorize and assign tickets to the right teams.
* This article provides an example of how a fictive company in the Pressing of metal industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
