TaxMaster previously struggled with managing a high volume of client queries regarding complex tax laws. They implemented Deskhero to manage their tickets and found the advanced AI capabilities particularly beneficial. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to generate suggested replies.
The AI's ability to learn from past interactions and documents has significantly improved TaxMaster's response times. It provides instant, accurate responses to common queries, freeing up the support team to handle more complex issues. This has resulted in improved customer satisfaction rates.
TaxMaster also utilizes Deskhero's knowledge base feature, which is enhanced by the AI capabilities. The AI can generate articles from Word, PowerPoint, PDF files, and even scrape data from the firm's website. This has created a comprehensive, easily searchable knowledge base for both clients and support staff.
The AI's ability to enhance search results has made it easier for clients to find the information they need without contacting support. This has reduced the number of tickets and allowed the support team to focus on more complex queries.
Finally, TaxMaster has found the REST API useful for integrating Deskhero with their existing systems. This seamless integration has further streamlined their support processes, making it easier for staff to manage tickets and respond to queries.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to understand the context of a query. It then uses this information to generate a relevant response.
How does the AI enhance the knowledge base?
The AI can generate knowledge base articles from various file types and scrape data from the company's website. It also enhances search results, making it easier for users to find the information they need.
Can Deskhero be integrated with other systems?
Yes, Deskhero includes a REST API that allows it to be integrated with other systems. This can help streamline your support processes.
* This article provides an example of how a fictive company in the Taxation law industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
