MetalMasters Inc. deals with a large number of customer queries and service requests on a daily basis. Managing these tickets efficiently is crucial to their operations. With Deskhero, they are able to categorize, prioritize, and track these tickets using the platform's structured data lists and kanban board features.
Deskhero's custom fields and user groups allow MetalMasters to assign tickets to the right teams based on the nature of the query. This ensures that each ticket is handled by the most competent team, improving the overall quality of their customer support.
However, the real game-changer for MetalMasters is Deskhero's advanced AI capabilities. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then processed by OpenAIs ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customers.
Moreover, the AI capabilities also enhance 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.
By leveraging Deskhero's AI capabilities, MetalMasters Inc. has been able to optimize their ticket management system, resulting in improved efficiency and customer satisfaction.
How does Deskhero's AI improve ticket management?
Deskhero's AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, and other resources to generate suggested replies. This not only speeds up the response time but also ensures that the responses are relevant and accurate.
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 assigning tickets to the right teams?
Deskhero provides custom fields and user groups to categorize and assign tickets to the right teams. This ensures that each ticket is handled by the most competent team, improving the overall quality of customer support.
* 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.
