Pathway Pioneers Ltd. receives numerous queries and complaints from various stakeholders including contractors, government agencies, and the public. Managing these tickets manually was proving to be a daunting task. With Deskhero, they were able to categorize and prioritize these tickets, ensuring that critical issues were addressed promptly.
The custom fields feature allowed Pathway Pioneers Ltd. to create specific categories for different types of queries, making it easier to assign them to the right teams. The user groups feature helped in assigning these tickets to the appropriate department, enhancing the efficiency of the process.
Deskhero's advanced AI capabilities were a game-changer for Pathway Pioneers Ltd. The AI leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to queries.
The AI also enhanced the search results, making it easier for the customer support team to find relevant information quickly. This not only improved the efficiency of the team but also increased customer satisfaction as queries were resolved faster.
Moreover, the REST API allowed Pathway Pioneers Ltd. 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 help in managing customer support tickets?
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 generate suggested replies, reducing the time taken to respond to queries. It also enhances the search results, making it easier to find relevant information quickly.
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.
