TechFix Solutions used to struggle with managing customer queries and complaints, often leading to delayed responses and unsatisfied customers. The introduction of Deskhero into their operations has transformed their customer support services. The platform's ticket management feature allows them to track, prioritize, and respond to customer issues promptly.
With the help of Deskhero's AI capabilities, TechFix Solutions has been able to automate the generation of suggested replies to customer queries. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time spent on crafting responses.
Deskhero's AI capabilities also enhance the search results within the platform. When a customer support representative searches for information to resolve a customer issue, the AI uses the OpenAI Embeddings to find the most relevant content. This has made it easier for the representatives to find the information they need, improving their productivity and the quality of their responses.
The knowledge base feature of Deskhero has also proved invaluable to TechFix Solutions. The AI can generate articles from Word, PowerPoint, and PDF files, making it easy to build a comprehensive knowledge base. This has not only improved the support team's efficiency but also allowed customers to find solutions to common problems themselves, reducing the load on the support team.
Overall, the integration of Deskhero into TechFix Solutions' operations has greatly improved their customer support services. The platform's advanced AI capabilities have streamlined their processes, improved their response times, and enhanced the quality of their customer interactions.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance search results?
When a search is performed, the AI uses the OpenAI Embeddings to find the most relevant content. This makes it easier to find the information needed to resolve customer issues.
How does the knowledge base feature work?
The AI can generate articles for the knowledge base from Word, PowerPoint, and PDF files. This makes it easy to build a comprehensive knowledge base that can be used by both the support team and customers.
* This article provides an example of how a fictive company in the Assembly, Repair and Maintenance Services for Computer, Electronic and Optical Products industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
