Horizon Connect has a comprehensive knowledge base that includes information about their services, installation procedures, troubleshooting guides, and more. They use Deskhero to manage this knowledge base. The platform's AI capabilities play a crucial role in this process.
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate new knowledge base articles. This ensures that the knowledge base is always up-to-date and contains relevant information.
Horizon Connect also uses Deskhero's website scraping feature to keep track of changes in industry standards and regulations. The AI incorporates this information into the knowledge base, ensuring that the content is always accurate and compliant.
The AI also enhances the search results in the knowledge base. When a customer or a support agent searches for information, the AI uses the OpenAI embeddings to provide the most relevant results. This makes it easier for customers to find solutions to their problems and for support agents to assist customers.
Overall, Deskhero's advanced AI capabilities have helped Horizon Connect to improve their knowledge base management, making their customer support operations more efficient and effective.
How does the AI generate new knowledge base articles?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data. It uses this information to generate new articles, ensuring that the knowledge base is always up-to-date and relevant.
How does the AI incorporate changes in industry standards and regulations into the knowledge base?
Deskhero's website scraping feature keeps track of changes in industry standards and regulations. The AI uses this information to update the knowledge base, ensuring that the content is always accurate and compliant.
How does the AI enhance search results in the knowledge base?
When a search is made in the knowledge base, the AI uses OpenAI embeddings to provide the most relevant results. This makes it easier for customers and support agents to find the information they need.
* This article provides an example of how a fictive company in the Telecommunications Line & Tower Installation industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
