FiberCert receives numerous queries daily regarding the testing and certification process of fibre optic cables. The company uses Deskhero's ticket management system to efficiently handle these queries. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest relevant replies, significantly reducing the response time.
The AI also enhances the search results on the platform. When a customer support representative searches for a specific issue, the AI uses OpenAI embeddings to find the most relevant content from the knowledge base articles, uploaded files, and scraped website data. This feature helps FiberCert to provide accurate information to their customers quickly.
FiberCert also uses the AI capabilities of Deskhero to generate knowledge base articles from word, powerpoint, and pdf files. These articles are then used to educate both the customers and the customer support representatives about the testing and certification process of fibre optic cables.
The custom fields feature of Deskhero allows FiberCert to categorize the tickets based on the type of query. The AI then uses this categorization to provide more accurate suggested replies and search results.
Overall, the AI capabilities of Deskhero have helped FiberCert to improve their customer support operations by reducing the response time and improving the accuracy of the information provided.
How does Deskhero's AI capabilities reduce the response time?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest relevant replies to new queries. This feature significantly reduces the time taken to respond to a query.
How does Deskhero's AI enhance the search results?
When a search is made on the platform, Deskhero's AI uses OpenAI embeddings to find the most relevant content from the knowledge base articles, uploaded files, and scraped website data. This feature enhances the accuracy of the search results.
How does Deskhero's AI generate knowledge base articles?
Deskhero's AI can generate knowledge base articles from word, powerpoint, and pdf files. These articles are then used to educate both the customers and the customer support representatives.
* This article provides an example of how a fictive company in the Testing and Certification of Fibre Optic Cables industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
