PharmaPro Solutions receives numerous customer queries daily regarding their APIs. These range from technical questions about the products to inquiries about order status. Before implementing Deskhero, their support team was overwhelmed with the volume of tickets, leading to delayed responses and dissatisfied customers.
With Deskhero, PharmaPro Solutions has been able to streamline their ticket management. The structured data lists and custom fields allow them to categorize and prioritize tickets effectively. The kanban board provides a visual representation of the ticket workflow, enabling the team to track progress easily.
The advanced AI capabilities of Deskhero have been a game-changer for PharmaPro Solutions. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, drastically reducing the time spent on each ticket.
Moreover, the AI-enhanced comprehensive search bar has made it easier for the support team to find relevant information quickly. Whether they need to pull up a specific ticket or find a particular piece of information in the knowledge base, the AI-powered search delivers accurate results fast.
Finally, the REST API has allowed PharmaPro Solutions to integrate Deskhero with their existing systems seamlessly. This has further enhanced the efficiency of their support operations, leading to improved customer satisfaction.
How does Deskhero's AI capabilities improve ticket management?
Deskhero's AI capabilities leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then used to generate suggested replies, significantly reducing the time spent on each ticket.
How does the AI-enhanced search bar work?
The AI-enhanced search bar uses advanced AI algorithms to deliver accurate results quickly. It can pull up specific tickets or find particular pieces of information in the knowledge base.
Can Deskhero be integrated with existing systems?
Yes, Deskhero comes with a REST API that allows for seamless integration with existing systems.
* This article provides an example of how a fictive company in the Manufacture of active pharmaceutical ingredients (APIs) industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.