RailRescue was struggling with the increasing volume of customer queries and incident reports. The manual process of sorting through tickets and assigning them to the appropriate teams was time-consuming and prone to errors. By implementing Deskhero, they were able to automate this process, significantly reducing response times and improving customer satisfaction.
Deskhero's advanced AI capabilities leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. The embeddings are used to find relevant content which is sent through OpenAIs ChatGPT to generate suggested replies. This feature has been instrumental in providing quick and accurate responses to customer queries.
Additionally, the AI-enhanced search results have made it easier for RailRescue's support team to find relevant information quickly. This has resulted in faster resolution of incidents and improved efficiency of the support team.
The use of custom fields and structured data lists has allowed RailRescue to categorize and prioritize tickets effectively. The kanban board provides a visual representation of the ticket workflow, making it easy to track progress and identify bottlenecks.
Overall, Deskhero's advanced AI capabilities have transformed RailRescue's customer support and incident management processes, resulting in improved efficiency and customer satisfaction.
How has Deskhero improved RailRescue's response times?
Deskhero's AI capabilities automate the process of sorting and assigning tickets, and suggest replies based on previous tickets and knowledge base articles. This has significantly reduced the time taken to respond to customer queries and resolve incidents.
How does Deskhero help in managing the workflow of tickets?
Deskhero's kanban board provides a visual representation of the ticket workflow, making it easy to track progress and identify bottlenecks. Custom fields and structured data lists allow for effective categorization and prioritization of tickets.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI Embeddings from various sources like previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This enhances the search results, making it easier for the support team to find relevant information quickly.
* This article provides an example of how a fictive company in the Towing for Rail Transportation industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
