SurveyTech Solutions offers a range of advanced surveying tools that often require detailed instructions and troubleshooting guides. Their knowledge base was extensive but not easily navigable, leading to an increased number of support tickets.
By implementing Deskhero, SurveyTech Solutions was able to structure their knowledge base into a more accessible format. The platform's ability to generate knowledge base articles from Word, PowerPoint, PDF files, and even scraped website data made it easier for the team to populate the knowledge base.
Deskhero's advanced AI capabilities were instrumental in improving the accessibility of the knowledge base. Using OpenAI Embeddings, the AI analyzed the content of the knowledge base to enhance the search results, making it easier for customers to find the information they needed.
The AI also generated suggested replies for the customer support team based on the knowledge base content, reducing the time taken to respond to tickets and ensuring the accuracy of the information provided.
Overall, Deskhero's AI capabilities not only improved the customer experience by making the knowledge base more accessible but also reduced the workload on the customer support team.
How does Deskhero improve the accessibility of the knowledge base?
Deskhero uses AI to analyze the content of the knowledge base and enhance the search results, making it easier for customers to find the information they need.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings to analyze the content of the knowledge base and generate suggested replies for the customer support team, reducing response times and ensuring accuracy.
How does Deskhero reduce the workload on the customer support team?
By improving the accessibility of the knowledge base and generating suggested replies, Deskhero's AI reduces the number of support tickets and the time taken to respond to them.
* This article provides an example of how a fictive company in the Surveying and Mapping industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
