HealthFirst Primary Care receives numerous patient inquiries daily, ranging from appointment scheduling to medical advice. To manage these efficiently, they use Deskhero's ticket management feature. The AI capabilities of Deskhero analyze the content of each ticket, categorizing them based on urgency and topic, and assigning them to the appropriate support staff.
With Deskhero's custom fields feature, HealthFirst can tailor their ticketing system to capture specific information from patients, such as symptoms or preferred appointment times. This structured data is then used by the AI to generate suggested replies, significantly reducing response times.
HealthFirst also utilizes Deskhero's knowledge base feature. The AI capabilities of Deskhero automatically generate articles from previously uploaded files like policies, manuals, and presentations. These articles are then made available to both patients and support staff, providing a valuable resource for self-service and training respectively.
Deskhero's website scraping feature is used by HealthFirst to keep their knowledge base up-to-date. The AI regularly scrapes HealthFirst's website for new information, which is then added to the knowledge base. This ensures that the most current information is always available to patients and staff.
Finally, HealthFirst uses Deskhero's comprehensive search bar, powered by AI, to quickly locate relevant information within their system. The AI enhances search results by using OpenAI Embeddings from previous tickets, knowledge base articles, and scraped website data.
How does Deskhero's AI categorize tickets?
Deskhero's AI analyzes the content of each ticket and categorizes them based on urgency and topic. It uses OpenAI Embeddings from previous tickets, knowledge base articles, and scraped website data to make this determination.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses the structured data captured through custom fields to generate suggested replies. It also leverages OpenAI Embeddings from previous tickets, knowledge base articles, and scraped website data to enhance these suggestions.
How does Deskhero's AI keep the knowledge base up-to-date?
Deskhero's AI uses the platform's website scraping feature to regularly scrape the company's website for new information. This information is then added to the knowledge base.
* This article provides an example of how a fictive company in the Primary Care Medicine & Wellness Exams industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
