WaveLink Telecom deals with a high volume of customer queries every day. Managing these tickets and providing timely responses was a significant challenge. With Deskhero's AI capabilities, the company can now automatically categorize and prioritize tickets, ensuring that critical issues are addressed promptly.
The AI system of Deskhero also enhances the company's knowledge base. It 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. This not only enriches the knowledge base but also reduces the time taken to respond to customer queries.
Deskhero's AI also improves the search results within the platform. When a support agent searches for a specific issue, the AI system provides the most relevant results. This helps the agents to quickly find the information they need and resolve customer issues faster.
Moreover, with Deskhero's custom fields feature, WaveLink Telecom can capture specific information about each ticket. This helps in better understanding the customer issues and providing more accurate solutions.
By leveraging Deskhero's advanced AI capabilities, WaveLink Telecom has significantly improved the efficiency of their customer support operations. The platform has not only streamlined the ticket management process but also enhanced the knowledge base and search results.
How does Deskhero's AI help in managing tickets?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to understand the context and urgency of each ticket. It then categorizes and prioritizes them accordingly.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI uses OpenAI embeddings to find relevant content, which is then sent through OpenAI's ChatGPT to generate suggested replies. These replies are added to the knowledge base, enriching it with more information.
Can we capture specific information about each ticket in Deskhero?
Yes, with Deskhero's custom fields feature, you can capture specific information about each ticket. This helps in better understanding the customer issues and providing more accurate solutions.
* 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.
