TechGear initially faced challenges in managing an increasing volume of customer queries and complaints. With Deskhero, they were able to streamline their ticket management process using the AI-powered kanban board. The system automatically sorts and prioritizes tickets based on urgency and complexity, enabling the support team to address critical issues promptly.
The custom fields feature allows TechGear to categorize tickets based on product type, issue, and other relevant factors. This structured data list helps the team to track and analyze common issues, leading to improved product quality and customer service.
Deskhero's advanced AI capabilities have been particularly beneficial for TechGear. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This feature has drastically reduced the time taken to respond to customer queries.
The comprehensive search bar powered by AI has made it easier for the support team to find relevant content quickly. The AI-enhanced search results take into account the user's search history and preferences, providing personalized and accurate results.
Finally, TechGear has utilized Deskhero's REST API to integrate the platform with their existing systems. This seamless integration has further streamlined their customer support process, leading to increased productivity and efficiency.
How does Deskhero's AI prioritize tickets?
Deskhero's AI prioritizes tickets based on various factors such as urgency, complexity, and the customer's previous interaction history. It uses machine learning algorithms to learn from past data and make intelligent decisions.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the query. It then uses this information to generate a relevant and accurate reply.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows you to integrate the platform with your existing systems. This ensures a seamless workflow and enhances productivity.
* This article provides an example of how a fictive company in the Retail sale of computer peripherals (monitors, keyboards, mice etc) industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
