IronEdge Tools has a vast product range, and dealing with customer queries regarding these products was a significant challenge. The company implemented Deskhero to manage their customer support tickets efficiently. With Deskhero's AI capabilities, the company can now automatically generate suggested replies based on previous tickets, knowledge base articles, and other relevant content.
Deskhero's AI also enhances the search results within the platform. When a customer support agent searches for a solution, the AI uses OpenAI Embeddings to find the most relevant content from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data.
The company also uses Deskhero's AI to create a comprehensive knowledge base. The AI can generate articles from Word, PowerPoint, and PDF files, making it easier for the support team to find solutions and answer customer queries. This feature has significantly reduced the time taken to respond to customer queries.
With Deskhero's custom fields and structured data lists, IronEdge Tools can categorize and prioritize tickets effectively. This feature, combined with the AI's ability to suggest replies, has improved the efficiency of the support team and reduced response times.
Finally, IronEdge Tools uses Deskhero's REST API to integrate the platform with their existing systems. This integration allows the company to leverage the AI capabilities of Deskhero across their entire operation, further enhancing their customer support service.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find the most relevant content when a search is performed. This significantly improves the quality and relevance of the search results.
Can Deskhero's AI generate knowledge base articles from any file type?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. This makes it easy to create a comprehensive knowledge base from existing resources.
How does Deskhero's AI improve response times?
Deskhero's AI can suggest replies based on previous tickets and other relevant content. This reduces the time taken to respond to customer queries and improves the efficiency of the support team.
* This article provides an example of how a fictive company in the Wholesale of industrial tools and hardware industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
