TaxMaster Solutions receives hundreds of customer queries daily, ranging from simple tax filing questions to complex tax law interpretations. To manage this volume, they use Deskhero's ticket management system. The AI capability of Deskhero helps in categorizing these tickets based on the query type and urgency, ensuring that high-priority tickets are addressed promptly.
With Deskhero's AI-powered knowledge base, TaxMaster Solutions has been able to significantly reduce the time spent on researching answers for customer queries. The AI uses OpenAI Embeddings to find relevant content from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This information is then used to generate suggested replies, which has reduced the average response time by 40%.
Deskhero's AI also enhances the search results within the platform. When a customer support representative searches for a specific topic or keyword, the AI uses OpenAI Embeddings to provide the most relevant and comprehensive results. This feature has improved the accuracy of the responses provided to customers.
Additionally, TaxMaster Solutions uses Deskhero's REST API to integrate the platform with their existing CRM system. This integration allows the customer support team to have a unified view of the customer data, improving their ability to provide personalized support.
Overall, Deskhero's advanced AI capabilities have enabled TaxMaster Solutions to provide faster and more accurate customer support, leading to improved customer satisfaction.
How does Deskhero's AI categorize the tickets?
Deskhero's AI uses OpenAI Embeddings to understand the content and urgency of the tickets. It then categorizes them based on query type and priority.
How does Deskhero's AI improve the search results?
When a keyword or topic is searched, Deskhero's AI uses OpenAI Embeddings to find the most relevant content from the knowledge base, previous tickets, uploaded files, and scraped website data. This enhances the comprehensiveness and relevance of the search results.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API which can be used to integrate the platform with other systems like CRM, ERP, etc.
* This article provides an example of how a fictive company in the Tax preparation services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
