Satellite Sound receives numerous customer queries daily, ranging from technical issues to subscription inquiries. The company utilizes Deskhero's AI capabilities to manage these tickets effectively. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies, significantly reducing response times and improving customer satisfaction.
The company also uses Deskhero's custom fields and structured data lists to categorize and prioritize tickets. This feature, combined with the AI's ability to analyze and learn from past tickets, allows for more efficient ticket management and resolution.
Satellite Sound has a vast knowledge base, including manuals, policies, and presentations. Using Deskhero, they can automatically generate knowledge base articles from these files. The AI capabilities further enhance this feature by using the embeddings to find relevant content, making the knowledge base more comprehensive and easier to navigate for both support staff and customers.
Deskhero's website scraping feature is used by Satellite Sound to keep their knowledge base up-to-date with the latest information from relevant external sources. The AI capabilities enhance the efficiency of this process by identifying and prioritizing the most relevant and useful information.
Finally, Satellite Sound uses the comprehensive search bar and REST API provided by Deskhero to integrate the platform with their existing systems. The AI capabilities enhance the search results, making it easier for support staff to find the information they need quickly.
How does Deskhero's AI improve ticket management?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. This reduces response times and improves the efficiency of ticket resolution.
How does Deskhero's AI enhance the knowledge base?
The AI capabilities of Deskhero use embeddings to find relevant content when generating knowledge base articles from uploaded files. This makes the knowledge base more comprehensive and easier to navigate.
How does Deskhero's AI improve search results?
The AI capabilities of Deskhero enhance the search results by using the embeddings to find the most relevant content, making it easier for support staff to find the information they need quickly.
* This article provides an example of how a fictive company in the Radio broadcasting services via satellite industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
