Skyline Telecom receives hundreds of customer queries daily, ranging from installation requests to technical issues. They use Deskhero's ticket management system to organize these queries. However, the real game-changer is Deskhero's advanced AI capabilities. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to suggest relevant replies to customer queries.
When a customer raises a ticket, the AI scans through the content and suggests a reply based on the information available in the knowledge base, previous tickets, and other resources. This significantly reduces the time taken to respond to a query, improving customer satisfaction.
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.
Skyline Telecom also uses Deskhero's REST API to integrate the platform with their existing systems. This allows them to automate certain tasks, further improving efficiency.
Overall, Deskhero's advanced AI capabilities have transformed Skyline Telecom's customer support operations, making them more efficient and effective.
How does the AI suggest replies to customer queries?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data. It scans the content of a ticket and suggests a reply based on this information.
How does the AI enhance search results?
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.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that allows you to integrate the platform with your existing systems.
* 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.
