Sociotech Analytics receives numerous queries from clients and researchers daily. Managing these queries was a daunting task until they implemented Deskhero. The platform's ticket management feature helped them organize and prioritize tickets, improving response times significantly.
Deskhero's AI capabilities have been instrumental in enhancing Sociotech's research efficiency. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, reducing the time spent by support staff on each query.
The comprehensive search bar powered by AI has also improved the quality of Sociotech's support. It provides more accurate results by considering all available data sources, including the knowledge base, previous tickets, and uploaded documents. This has reduced the time spent searching for information and increased the accuracy of responses.
Deskhero's REST API has allowed Sociotech to integrate the platform with their existing systems, providing a seamless experience for their support staff. The custom fields and user groups features have also enabled them to tailor the platform to their specific needs, further improving efficiency.
Overall, Deskhero's advanced AI capabilities have transformed Sociotech's customer support, making it more efficient and effective. The platform has not only improved their response times but also the quality of their support, leading to higher customer satisfaction.
How has Deskhero improved Sociotech's response times?
Deskhero's ticket management feature has helped Sociotech organize and prioritize tickets, improving response times. Additionally, the AI-powered suggested replies and comprehensive search bar have reduced the time spent on each query.
How does Deskhero's AI generate suggested replies?
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.
What benefits has Sociotech seen from integrating Deskhero with their existing systems?
Integrating Deskhero with their existing systems via the REST API has provided a seamless experience for Sociotech's support staff. The custom fields and user groups features have also allowed them to tailor the platform to their specific needs, further improving efficiency.
* This article provides an example of how a fictive company in the Social Sciences Research and Development industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
