HeatFix Solutions receives hundreds of tickets daily, ranging from simple queries to complex technical issues. With Deskhero's AI capabilities, the company can now quickly sort and prioritize these tickets based on urgency and complexity. The AI system leverages OpenAI Embeddings from previous tickets and knowledge base articles to suggest relevant replies, reducing response time significantly.
The AI also enhances the search results within the platform, making it easier for the support team to find relevant information from the knowledge base, uploaded files like policies/manuals/presentations, and even scraped website data. This has dramatically reduced the time spent on searching for solutions and increased the efficiency of the support team.
Deskhero's AI capabilities have also been instrumental in improving the company's knowledge base. The AI can generate articles from Word, PowerPoint, and PDF files, making it easier to keep the knowledge base updated with the latest information and best practices.
With Deskhero's custom email domains and user groups, HeatFix Solutions has been able to create a more personalized and organized communication system. This has improved the overall customer experience and increased customer loyalty.
Overall, the integration of Deskhero's advanced AI capabilities into HeatFix Solutions' customer support and helpdesk services has led to improved service efficiency, reduced response times, and higher customer satisfaction.
How does Deskhero's AI prioritize tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets and other relevant data to understand the urgency and complexity of incoming tickets. It then prioritizes them accordingly, ensuring that critical issues are addressed first.
How does the AI enhance search results within the platform?
The AI uses OpenAI Embeddings to understand the context of the search query and then pulls relevant information from the knowledge base, uploaded files, and scraped website data. This makes the search results more accurate and relevant.
How does the AI improve the knowledge base?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. This makes it easier to keep the knowledge base updated with the latest information and best practices.
* This article provides an example of how a fictive company in the Maintenance and Repair Services for Central Heating Radiators industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.