CaseMaster Solutions was struggling with a high volume of customer queries and a cumbersome ticket management system. The company decided to implement Deskhero to manage their customer support tickets more efficiently. With Deskhero's structured data lists and custom fields, they were able to categorize and prioritize tickets effectively, leading to improved response times.
Deskhero's advanced AI capabilities, which leverage OpenAI Embeddings, played a significant role in enhancing CaseMaster's customer support. The AI analyzed previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
The AI-powered comprehensive search bar made it easier for the support team to find relevant information quickly. By using the REST API, CaseMaster was able to integrate Deskhero with their existing systems, further improving their workflow.
Deskhero's Kanban board feature allowed CaseMaster to visualize their workflow, identify bottlenecks, and make necessary adjustments to improve efficiency. The custom email domains feature helped them maintain their brand identity in their communication with customers.
By implementing Deskhero, CaseMaster Solutions was able to streamline their customer support process, improve response times, and enhance customer satisfaction. The AI capabilities of Deskhero played a significant role in this transformation.
How did Deskhero's AI capabilities improve CaseMaster's response times?
Deskhero's AI analyzed previous tickets, knowledge base articles, and other resources to generate suggested replies, significantly reducing the time taken to respond to customer queries.
How did the REST API help CaseMaster?
The REST API allowed CaseMaster to integrate Deskhero with their existing systems, improving their workflow and efficiency.
What role did the Kanban board play in CaseMaster's workflow?
The Kanban board helped CaseMaster visualize their workflow, identify bottlenecks, and make necessary adjustments to improve efficiency.
* This article provides an example of how a fictive company in the Case Management Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.