TechTower deals with a high volume of customer queries daily. By leveraging Deskhero's AI capabilities, they have been able to manage these queries more efficiently. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and other sources to generate suggested replies, significantly reducing the workload of support agents.
Deskhero's AI also enhances the search functionality of their knowledge base. When customers use the search bar, the AI provides more relevant results, often resolving their queries without the need for a support agent.
TechTower uses the custom fields feature to categorize tickets based on the type of query, product category, or any other relevant factor. This helps in routing the ticket to the most suitable agent, further improving response times and customer satisfaction.
The kanban board feature allows TechTower to visually manage their tickets. Combined with the AI's ability to suggest replies, this has significantly improved their ticket resolution times.
Finally, TechTower uses Deskhero's REST API to integrate the platform with their existing systems. This allows for seamless data exchange and ensures that the customer support team has all the necessary information at their disposal.
How does Deskhero's AI help in managing high volumes of customer queries?
Deskhero's AI uses OpenAI embeddings to generate suggested replies based on previous tickets, knowledge base articles, and other sources. This reduces the workload of support agents, allowing them to manage more queries.
How does Deskhero's AI enhance the search functionality of the knowledge base?
When customers use the search bar in the knowledge base, Deskhero's AI provides more relevant results based on OpenAI embeddings from various sources. This often resolves customer queries without the need for a support agent.
Can Deskhero be integrated with existing systems?
Yes, using Deskhero's REST API, it can be integrated with existing systems for seamless data exchange.
* This article provides an example of how a fictive company in the Retail sale of electronics and telecommunications equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
