Skyward Solutions receives a high volume of support tickets from customers worldwide. Prior to implementing Deskhero, managing these tickets was a time-consuming process. Now, with Deskhero's ticket management feature and AI capabilities, Skyward can quickly and accurately respond to customer queries. The AI uses OpenAI Embeddings from previous tickets to suggest relevant replies, greatly improving response times.
Skyward also utilizes Deskhero's knowledge base feature. They upload all their technical documents, manuals, and presentations to the platform. Deskhero's AI analyzes these documents and generates knowledge base articles, making it easier for the support team to find and share information. This has significantly reduced the time it takes to resolve complex technical issues.
Using Deskhero's website scraping feature, Skyward can pull information from external sources. The AI processes this data to enhance search results and suggest replies. This has been invaluable in keeping the support team updated with the latest advancements in satellite technology.
Skyward uses the custom fields feature to categorize tickets based on the type of satellite, the nature of the issue, and other relevant factors. This structured data, combined with the AI's ability to analyze and learn from it, has streamlined the ticket resolution process.
Finally, Skyward uses Deskhero's REST API to integrate the platform with their existing systems. This integration, along with the AI's continuous learning capabilities, ensures that Skyward's support system keeps evolving and improving.
How does Deskhero's AI improve Skyward's response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets to suggest relevant replies. This greatly reduces the time it takes for Skyward's support staff to respond to tickets.
How does Deskhero's AI use Skyward's uploaded documents?
Deskhero's AI analyzes uploaded documents like technical manuals and presentations, creating a searchable database. The AI can also generate knowledge base articles from these files, making it easier for the support team to find and share information.
How does Deskhero's AI use scraped website data?
Deskhero's AI processes the data scraped from websites to improve search results and suggest replies. This helps Skyward's support team stay updated with the latest information and provide accurate responses.
* This article provides an example of how a fictive company in the Repair of satellite systems industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
