OrbitTech was struggling with an increasing volume of customer queries and complaints. The manual process of sorting and responding to these tickets was time-consuming and inefficient, leading to delayed responses and customer dissatisfaction.
OrbitTech implemented Deskhero to manage their customer support tickets. The platform's AI capabilities, powered by OpenAI embeddings, were used to analyze previous tickets, knowledge base articles, uploaded files, and scraped website data. This analysis helped in generating suggested replies for incoming tickets, significantly reducing the response time.
The AI also enhanced the search results on OrbitTech's support portal. When customers searched for solutions, the AI analyzed the query and provided the most relevant articles from the knowledge base. This self-service approach reduced the number of tickets raised and improved customer experience.
Deskhero's REST API was integrated with OrbitTech's existing systems, allowing seamless data exchange and further improving the efficiency of their support operations.
With Deskhero, OrbitTech transformed their customer support operations, achieving faster response times, improved customer satisfaction, and more efficient use of resources.
How does Deskhero's AI help in managing customer support tickets?
Deskhero's AI uses OpenAI embeddings to analyze previous tickets, knowledge base articles, and other relevant data. It then generates suggested replies for incoming tickets, reducing the response time.
How does Deskhero improve the search results on the support portal?
When a customer searches for a solution, Deskhero's AI analyzes the query and provides the most relevant articles from the knowledge base. This helps customers find solutions faster and reduces the number of tickets raised.
Can Deskhero be integrated with existing systems?
Yes, Deskhero's REST API allows it to be integrated with existing systems for seamless data exchange.
* This article provides an example of how a fictive company in the Satellite Technology & Equipment Manufacturing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
