HighwayTech Solutions has a vast knowledge base consisting of numerous articles, policies, manuals, and presentations. However, finding relevant information from this vast resource was a challenge for the customer support team. Deskhero's comprehensive search bar and advanced AI capabilities provided an efficient solution to this problem.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This information is then used to enhance the search results, making it easier for the customer support team to find relevant information quickly.
Furthermore, the AI generates suggested replies based on this information, reducing the time taken to respond to queries. This not only improved the efficiency of the customer support team but also increased customer satisfaction as queries were resolved faster.
The kanban board feature of Deskhero allowed HighwayTech Solutions to visualize their workflow, making it easier to manage and prioritize tasks. The user groups feature helped in assigning these tasks to the appropriate department, further enhancing the efficiency of the process.
Moreover, the REST API allowed HighwayTech Solutions to integrate Deskhero with their existing systems, ensuring a seamless flow of information and further enhancing the efficiency of their customer support.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then used to enhance the search results, making it easier to find relevant information quickly. The AI also generates suggested replies based on this information, reducing the time taken to respond to queries.
Can Deskhero be integrated with existing systems?
Yes, Deskhero comes with a REST API that allows it to be integrated with existing systems, ensuring a seamless flow of information.
How does Deskhero improve customer satisfaction?
Deskhero improves customer satisfaction by ensuring that queries are resolved quickly and efficiently. The AI capabilities enhance the search results and generate suggested replies, reducing the time taken to respond to queries. This leads to higher customer satisfaction.
* This article provides an example of how a fictive company in the Road Infrastructure Planning and Development industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
