WireWorks Inc. receives hundreds of customer queries daily, ranging from product inquiries to technical support requests. Managing these tickets manually was time-consuming and often led to delayed responses. With Deskhero, they implemented an AI-powered ticket management system that automatically categorizes and prioritizes tickets based on their urgency and topic, resulting in more efficient ticket handling.
Deskhero's advanced AI capabilities also enable WireWorks to generate automatic responses to common queries. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time spent on each ticket.
WireWorks also utilized Deskhero's knowledge base feature, which allowed them to create a comprehensive database of information about their products and services. The AI capabilities of Deskhero made it possible to generate articles from Word, PowerPoint, PDF files, and even scrape data from their website, creating a robust and easily accessible knowledge base.
The comprehensive search bar powered by Deskhero's AI capabilities made it easy for both customers and support agents to find relevant information quickly. The AI-enhanced search results ensured that the most pertinent information was always at their fingertips.
Overall, the implementation of Deskhero at WireWorks Inc. led to a significant improvement in their customer support services. The AI capabilities of the platform not only streamlined their ticket management process but also enhanced their knowledge base and search functionalities, leading to faster response times and higher customer satisfaction.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses OpenAI Embeddings to understand the content and context of the tickets. It then categorizes and prioritizes them based on their urgency and topic, ensuring efficient ticket handling.
How does Deskhero generate automatic responses to queries?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to find relevant content. This content is then processed through OpenAI's ChatGPT to generate suggested replies to the queries.
How does Deskhero's AI enhance search results?
Deskhero's AI uses OpenAI Embeddings to understand the context of the search query. It then finds the most relevant information from the knowledge base, previous tickets, and other resources, enhancing the search results.
* This article provides an example of how a fictive company in the Wire Forming industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
