Telecom Advisory Group handles a multitude of customer queries every day, ranging from simple inquiries to complex technical issues. To manage these effectively, they use Deskhero's ticket management system. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest relevant responses, greatly reducing the time required to address customer queries.
The AI also enhances the search results within the platform. When Telecom Advisory Group's support agents search for specific issues, the AI uses OpenAI Embeddings from previous tickets and knowledge base articles to provide the most relevant results. This feature has improved the accuracy of information provided to customers, and increased the efficiency of the support team.
The company also leverages Deskhero's custom fields and user groups features to categorize and assign tickets effectively. The AI capabilities help in identifying patterns and predicting the right group or individual to handle specific types of queries, improving the overall efficiency of the support team.
Telecom Advisory Group uses Deskhero's REST API to integrate the platform with their existing systems. This allows them to leverage the AI capabilities across their entire customer support infrastructure, providing a seamless experience for both their support agents and customers.
Lastly, the knowledge base articles generated from word, powerpoint, pdf files, and scraped website data have been instrumental in training the AI model. This has resulted in more accurate and contextually relevant suggested replies, further enhancing the effectiveness of Telecom Advisory Group's customer support.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest relevant responses to new queries, significantly reducing the time it takes to respond to customers.
How does Deskhero's AI enhance search results?
When support agents search for specific issues, Deskhero's AI uses OpenAI Embeddings from previous tickets and knowledge base articles to provide the most relevant results, improving the accuracy of information provided to customers.
Can Deskhero's AI capabilities be integrated with existing systems?
Yes, Deskhero's REST API allows you to integrate the platform and its AI capabilities with your existing customer support infrastructure.
* This article provides an example of how a fictive company in the Telecommunications consulting services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
