ConsoleOnDemand has a comprehensive knowledge base, but it was not being utilized effectively by customers. Many customers were unable to find the information they needed and ended up raising tickets for issues that could have been resolved through the knowledge base.
By implementing Deskhero's advanced AI capabilities, ConsoleOnDemand was able to improve the effectiveness of their knowledge base. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to enhance search results.
This meant that when customers searched for information, they were presented with highly relevant articles from the knowledge base. This not only reduced the number of tickets raised but also improved customer satisfaction as they were able to find solutions quickly.
ConsoleOnDemand also used Deskhero's AI to generate new knowledge base articles from word, powerpoint, and pdf files. This automated process saved significant time and resources, allowing the company to continually update and expand their knowledge base.
Overall, Deskhero's AI capabilities have significantly improved the effectiveness of ConsoleOnDemand's knowledge base, leading to reduced ticket volumes and improved customer self-service.
How does Deskhero's AI improve the effectiveness of the knowledge base?
Deskhero's AI uses OpenAI Embeddings to enhance search results, making it easier for customers to find relevant information in the knowledge base.
Can Deskhero's AI generate new knowledge base articles?
Yes, Deskhero's AI can generate new knowledge base articles from word, powerpoint, and pdf files.
Has Deskhero's AI reduced ticket volumes?
Yes, by improving the effectiveness of the knowledge base, Deskhero's AI has reduced the number of tickets raised by customers.
* This article provides an example of how a fictive company in the Video Game Console Rental industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
