Helping Hands has a vast knowledge base consisting of articles, policies, manuals, and presentations. Before Deskhero, the support team had to manually search through these resources to find relevant information for each ticket. With Deskhero's AI capabilities, the platform leverages OpenAI Embeddings to automatically find relevant content from the knowledge base and suggest replies to tickets. This has significantly reduced the time spent on each ticket and improved the quality of responses.
The AI also enhances the search results for the support team. When a support agent searches for a term, the AI uses the embeddings from previous tickets and knowledge base articles to provide the most relevant results. This has made it easier for the support team to find the information they need to resolve tickets quickly and accurately.
Deskhero's AI capabilities also extend to website scraping. Helping Hands often needs to reference information from various websites in their responses. The AI can scrape these websites and include the relevant information directly in the suggested replies. This eliminates the need for the support team to manually search for and copy information from these websites.
Finally, Deskhero's REST API allows Helping Hands to integrate the platform with their other systems. This ensures that the support team has access to all the information they need in one place, further improving their efficiency.
Overall, Deskhero's advanced AI capabilities have transformed the way Helping Hands handles customer support. The platform has not only made the support team more efficient but also improved the quality of their service.
How does the AI suggest replies to tickets?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance search results?
When a support agent searches for a term, the AI uses the embeddings from previous tickets and knowledge base articles to provide the most relevant results.
How does the AI use website scraping?
The AI can scrape information from websites and include the relevant information directly in the suggested replies. This eliminates the need for the support team to manually search for and copy information from these websites.
* This article provides an example of how a fictive company in the Social assistance services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
