OrbitCom Systems receives a high volume of customer queries ranging from product specifications to troubleshooting. Managing these tickets manually was time-consuming and prone to errors. With Deskhero's ticket management system and its AI capabilities, OrbitCom has been able to automate the process, reducing response time and improving customer satisfaction.
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This allows it to generate suggested replies for the customer support team, making their job easier and more efficient.
The AI also enhances the search results on OrbitCom's knowledge base. When customers search for information, the AI uses embeddings to find the most relevant content, providing customers with accurate and helpful information.
OrbitCom also uses Deskhero's custom fields and user groups features to categorize and prioritize tickets. This ensures that urgent or complex issues are addressed promptly by the appropriate team members.
Overall, Deskhero's advanced AI capabilities have transformed OrbitCom's customer support operations, making them more efficient and effective.
How does Deskhero's AI improve the efficiency of OrbitCom's customer support?
Deskhero's AI improves efficiency by automating ticket management, generating suggested replies, and enhancing search results in the knowledge base. This reduces the time spent on each ticket and improves the accuracy and relevance of responses.
How does Deskhero prioritize tickets?
Deskhero allows users to create custom fields and user groups. OrbitCom uses these features to categorize and prioritize tickets, ensuring that urgent or complex issues are addressed promptly by the appropriate team members.
How does Deskhero's AI enhance search results?
Deskhero's AI uses OpenAI Embeddings from various sources to find the most relevant content when customers search the knowledge base. This provides customers with accurate and helpful information.
* This article provides an example of how a fictive company in the Wholesale of Satellite Communications Systems & Components industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
