MarineRig Services handles a multitude of customer queries daily, from general service inquiries to specific technical issues. They use Deskhero's ticket management system to efficiently organize these queries. Deskhero's AI capabilities assist in automatically sorting and prioritizing these tickets based on the nature and urgency of the query, freeing up valuable time for the support team.
The company also leverages Deskhero's AI to enhance their knowledge base. The AI generates articles from previously resolved tickets, uploaded files like policies, manuals, presentations, and scraped website data. This allows MarineRig Services to continually grow their knowledge base with minimal effort, offering customers a comprehensive self-service support resource.
Deskhero's AI-powered search bar enables customers to quickly find relevant information from the knowledge base. The AI uses OpenAI Embeddings to provide accurate search results, improving the customer experience by delivering fast and precise answers to their queries.
Furthermore, Deskhero's AI suggests replies to customer inquiries by analyzing previous tickets and knowledge base articles. This feature not only accelerates response times but also ensures consistency and accuracy in the support team's responses.
By integrating Deskhero's REST API, MarineRig Services has managed to automate certain aspects of their customer support, such as sending automated responses to common queries and updating the status of tickets, further enhancing the efficiency of their support operations.
How does Deskhero's AI sort and prioritize tickets?
Deskhero's AI examines the content of the customer inquiries to sort and prioritize them. It uses OpenAI Embeddings to comprehend the context and urgency of the inquiry, aiding in effective ticket management.
How does Deskhero's AI improve the search functionality?
Deskhero's AI uses OpenAI Embeddings to analyze the content of the knowledge base and provide accurate search results. It understands the context of the user's query to deliver the most relevant information.
How does Deskhero's AI suggest replies to customer inquiries?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies to customer inquiries. It uses OpenAI Embeddings to understand the context of the inquiry and generate an appropriate response.
* This article provides an example of how a fictive company in the Rigging Repairs & Replacement industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
