ProtectFirst is a top-tier security services company that was facing difficulties in handling the increasing volume of customer queries and complaints. They decided to implement Deskhero to streamline their customer support operations.
With Deskhero, ProtectFirst was able to manage tickets efficiently, create structured data lists, and customize fields according to their needs. The platform's user-friendly kanban board helped them track and manage the progress of each ticket effectively.
Deskhero's advanced AI capabilities played a key role in enhancing ProtectFirst's customer support services. The AI leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the response time.
The comprehensive search bar powered by AI made it easier for ProtectFirst's support team to find relevant information quickly. The AI also enhanced the search results, making them more relevant and accurate.
ProtectFirst also utilized Deskhero's REST API to integrate the platform with their existing systems, further streamlining their operations. The implementation of Deskhero resulted in improved customer satisfaction and operational efficiency.
How did Deskhero's AI capabilities improve ProtectFirst's customer support?
Deskhero's AI capabilities leveraged OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to generate suggested replies, reducing response time. It also enhanced search results, making it easier for the support team to find relevant information.
What features of Deskhero did ProtectFirst find most useful?
ProtectFirst found the ticket management, structured data lists, custom fields, and the kanban board most useful. The advanced AI capabilities and the comprehensive search bar also played a significant role in improving their operations.
Did ProtectFirst integrate Deskhero with their existing systems?
Yes, ProtectFirst used Deskhero's REST API to integrate the platform with their existing systems, further streamlining their operations.
* This article provides an example of how a fictive company in the Security Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
