ElectroDrive Systems receives numerous support tickets daily, ranging from technical issues to inquiries about their products. With Deskhero's advanced AI capabilities, the company can now efficiently manage these tickets. 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, significantly reducing response times.
Deskhero's AI also enhances the search results on ElectroDrive's support portal. When customers search for solutions, the AI uses the same embeddings to provide the most relevant articles from the knowledge base. This feature has reduced the number of support tickets as customers can find solutions themselves.
The AI capabilities extend to the creation of knowledge base articles as well. The AI can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This feature has saved the support team countless hours that would have been spent manually creating these articles.
ElectroDrive has also utilized Deskhero's custom fields and user groups to organize their support team better. The custom fields allow them to categorize tickets based on their products, while the user groups enable them to assign tickets to the right team members.
With Deskhero, ElectroDrive Systems has significantly improved its customer support efficiency, reduced response times, and increased customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
When customers search for solutions on the support portal, Deskhero's AI uses OpenAI Embeddings to provide the most relevant articles from the knowledge base.
How does Deskhero's AI generate knowledge base articles?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from the company's website.
* This article provides an example of how a fictive company in the Manufacture of electronic engine control systems for motor vehicles industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.