TeleFix Solutions receives hundreds of support tickets daily, ranging from simple inquiries to complex technical issues. To manage this volume, they use Deskhero's AI-powered ticket management system. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies, significantly reducing response times.
With Deskhero's custom fields and structured data lists, TeleFix Solutions categorizes each ticket based on the type of issue, urgency, and other relevant factors. This allows the AI to prioritize and route tickets to the appropriate support team or individual, improving resolution times.
Deskhero's AI also enhances the search functionality, providing TeleFix Solutions' support team with quick and accurate access to relevant information. Whether it's a previously resolved ticket, a knowledge base article, or a specific section in an uploaded manual, the AI ensures that the right information is always at their fingertips.
TeleFix Solutions also leverages Deskhero's website scraping feature to keep their knowledge base updated with the latest information from manufacturers' websites. The AI then uses this data to improve its suggested replies and search results.
Finally, TeleFix Solutions uses Deskhero's REST API to integrate the platform with their existing systems, ensuring seamless data flow and further enhancing their customer support efficiency.
How does Deskhero's AI prioritize and route tickets?
The AI uses the data from custom fields and structured data lists to determine the type of issue, urgency, and other relevant factors. It then routes the ticket to the appropriate support team or individual based on these factors.
How does Deskhero's AI enhance the search functionality?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to provide quick and accurate access to relevant information. This ensures that the right information is always at the support team's fingertips.
How does Deskhero's website scraping feature work?
Deskhero's website scraping feature automatically extracts and updates information from specified websites. This information is then used by the AI to improve its suggested replies and search results.
* This article provides an example of how a fictive company in the Repair of telephone systems industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
