BroadNet Communications has a vast knowledge base that includes various policies, manuals, and presentations. However, managing this knowledge base and making it easily accessible to the support agents was a challenge. With Deskhero, the company can now generate knowledge base articles from Word, PowerPoint, and PDF files, making the information more structured and searchable.
Deskhero's AI capabilities play a crucial role in enhancing the knowledge base. The AI system uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, which are added to the knowledge base.
The AI also enhances the search results within the knowledge base. When a support agent searches for a specific issue, the AI system provides the most relevant results. This not only saves time but also helps in resolving customer issues faster.
Deskhero's custom email domains and user groups features allow BroadNet Communications to manage their customer support team more effectively. The company can create different user groups for different types of issues and assign tickets to these groups based on their expertise.
By leveraging Deskhero's advanced AI capabilities, BroadNet Communications has significantly improved their knowledge base and customer support operations. The platform has not only made the information more accessible but also helped in providing faster and more accurate responses to customer queries.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, which are added to the knowledge base.
How does Deskhero's AI improve the search results within the knowledge base?
When a search is made within the knowledge base, Deskhero's AI uses the embeddings to provide the most relevant results. This helps in quickly finding the required information.
Can we create different user groups in Deskhero?
Yes, Deskhero allows you to create different user groups. You can assign tickets to these groups based on their expertise.
* This article provides an example of how a fictive company in the Telecommunications Companies industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
