Humanitas Solutions was struggling with the management of their helpdesk services. The volume of customer queries was overwhelming their support team, leading to delayed responses and dissatisfied customers. Implementing Deskhero's advanced AI capabilities revolutionized their helpdesk management, resulting in improved efficiency and customer satisfaction.
With Deskhero's AI, Humanitas was able to automate the ticket management process. The AI system sorted and prioritized tickets based on various factors, ensuring that urgent issues were addressed promptly. The user groups feature allowed Humanitas to assign tickets to specific teams or individuals, further streamlining the process.
Deskhero's AI also helped Humanitas in generating suggested replies for customer queries. By using OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files, the AI provided relevant and accurate responses, greatly reducing the response time and improving the overall customer experience.
The knowledge base feature of Deskhero was particularly beneficial for Humanitas. The AI was able to generate articles from Word, PowerPoint, PDF files, and even scraped website data, creating a comprehensive and easily accessible knowledge base. This reduced the need for direct customer interaction and allowed the support team to focus on more complex issues.
Overall, Deskhero's AI capabilities have significantly improved the efficiency and effectiveness of Humanitas' helpdesk services, leading to higher customer satisfaction and a more productive support team.
How does Deskhero's AI improve the efficiency of helpdesk services?
Deskhero's AI automates the ticket management process, sorts and prioritizes tickets, generates suggested replies, and creates a comprehensive knowledge base. All these features contribute to improving the efficiency of helpdesk services.
What is the user groups feature?
The user groups feature allows you to assign tickets to specific teams or individuals, streamlining the ticket management process.
How does the knowledge base feature work?
The knowledge base feature uses AI to generate articles from Word, PowerPoint, PDF files, and scraped website data. This creates a comprehensive and easily accessible knowledge base.
* This article provides an example of how a fictive company in the Software Solutions for Social Sciences and Humanities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
