DigitalDynamo's helpdesk team handles a large number of customer queries and technical issues daily. To manage this effectively, they use Deskhero's ticket management system, which uses advanced AI to suggest replies to tickets based on previous tickets and knowledge base articles. This feature significantly reduces the time taken to respond to customers.
The AI also improves the search functionality within the platform. When a helpdesk representative searches for a solution, the AI uses OpenAI Embeddings to find relevant content from the knowledge base articles, uploaded files, and scraped website data. This ensures that the representative can provide accurate and quick solutions to customers.
DigitalDynamo also uses Deskhero's AI capabilities to generate knowledge base articles from Word, PowerPoint, and PDF files. This feature allows them to keep their knowledge base updated with the latest product manuals and technical guides, ensuring that their representatives always have the most current information.
Additionally, DigitalDynamo uses the custom fields feature to categorize tickets based on the type of media storage device involved. This categorization helps the AI to provide more precise suggestions for replies and search results.
Overall, Deskhero's advanced AI capabilities have greatly improved the efficiency and accuracy of DigitalDynamo's helpdesk services, leading to increased customer satisfaction.
How does Deskhero's AI suggest replies to tickets?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies to new tickets. It uses OpenAI Embeddings to find relevant content, which is then sent through OpenAI's ChatGPT to generate the suggested replies.
How does Deskhero's AI enhance search results?
When a search is performed on the platform, Deskhero's AI uses OpenAI Embeddings to find relevant content from the knowledge base articles, uploaded files, and scraped website data. This ensures that the search results are comprehensive and relevant.
How does DigitalDynamo use the custom fields feature?
DigitalDynamo uses the custom fields feature to categorize tickets based on the type of media storage device involved. This helps the AI to provide more accurate suggestions for replies and search results.
* This article provides an example of how a fictive company in the Retail sale of film and digital media storage devices in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
