AquaFix Marine Services receives numerous support tickets daily, ranging from simple inquiries to complex technical issues. The company uses Deskhero's ticket management system to efficiently categorize and prioritize these tickets. However, the real game-changer is the platform's advanced AI capabilities that leverage OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies/manuals/presentations.
The AI system analyzes the content of new tickets and suggests replies based on similar past tickets and relevant knowledge base articles. This not only speeds up the response time but also ensures the accuracy of the information provided to the customers.
Additionally, AquaFix uses Deskhero's website scraping feature to keep their knowledge base updated with the latest information from various marine equipment manufacturers' websites. The AI system then uses this scraped data to enhance search results and provide more accurate responses to customer queries.
Moreover, AquaFix has integrated Deskhero's REST API with their existing systems to streamline their operations. This integration allows them to automatically create tickets from emails sent to their support email address and update their knowledge base in real-time.
By leveraging Deskhero's advanced AI capabilities, AquaFix has significantly improved their customer support efficiency and reduced their response time, leading to higher customer satisfaction.
How does the AI system suggest replies to support tickets?
The AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to analyze the content of new tickets and suggest replies based on similar past tickets and relevant articles.
What is the benefit of using Deskhero's website scraping feature?
The website scraping feature allows you to keep your knowledge base updated with the latest information from various sources. The AI system uses this scraped data to enhance search results and provide more accurate responses to customer queries.
How does the integration of Deskhero's REST API improve operations?
The integration of Deskhero's REST API with your existing systems allows you to automate various tasks such as creating tickets from emails and updating your knowledge base in real-time, leading to improved efficiency.
* This article provides an example of how a fictive company in the Sport Boat Repair industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
