SecureTech Systems receives hundreds of support tickets daily, ranging from installation queries to troubleshooting requests. Using Deskhero's AI-powered ticket management feature, the company can automatically categorize and prioritize these tickets based on urgency and complexity. This significantly reduces manual sorting time and ensures that critical issues are addressed promptly.
The company also uses Deskhero's AI to generate suggested replies for common queries. By leveraging OpenAI Embeddings from previous tickets and knowledge base articles, the system can provide accurate and contextually relevant responses, reducing the time agents spend crafting responses.
SecureTech Systems also benefits from Deskhero's ability to scrape their website for information. This feature, combined with the AI's ability to analyze uploaded files like policies, manuals, and presentations, allows the system to provide comprehensive and accurate answers to customer queries, further enhancing the efficiency of their customer support.
With Deskhero's comprehensive search bar powered by AI, SecureTech Systems' support agents can quickly find relevant information from the knowledge base, previous tickets, and scraped website data. This not only speeds up the resolution process but also ensures that the provided solutions are consistent and accurate.
Lastly, SecureTech Systems uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration ensures that all customer data is centralized, making it easier for the AI to analyze and learn from the data, thereby continuously improving its performance.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses OpenAI Embeddings to understand the content and context of each ticket. It then categorizes and prioritizes them based on predefined rules set by the company, such as urgency and complexity.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to understand the context of the query. It then generates suggested replies that are contextually relevant and accurate.
Can Deskhero's AI learn and improve over time?
Yes, Deskhero's AI continuously learns from the data it analyzes. This includes tickets, knowledge base articles, uploaded files, and scraped website data. As it learns, it improves its ability to provide accurate and relevant responses and search results.
* This article provides an example of how a fictive company in the Security Systems Installation and Maintenance industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
