PaperTech Industries receives numerous support tickets daily, ranging from technical queries about machinery to requests for replacement parts. The volume of these tickets was overwhelming their support team and slowing response times. With Deskhero, they were able to leverage AI to manage tickets more efficiently.
Deskhero's AI capabilities use OpenAI Embeddings to analyze previous tickets, knowledge base articles, uploaded files, and scraped website data. This allows the system to find relevant content and generate suggested replies. For PaperTech, this meant that their support team could quickly provide accurate responses to common queries, freeing them up to focus on more complex issues.
The AI also enhanced the search results within the platform. When a support agent searches for information, the AI uses the embeddings to provide the most relevant results. This has significantly reduced the time agents spend searching for information, further improving response times.
Additionally, PaperTech used Deskhero's custom fields and user groups features to better organize their support team. They created custom fields for different types of machinery and user groups for different regions, allowing them to route tickets to the most appropriate agents.
Overall, Deskhero's AI capabilities have allowed PaperTech to significantly streamline their customer support process, improving both response times and customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, uploaded files, and scraped website data. It uses this information to generate suggested replies to incoming tickets.
How does Deskhero's AI enhance search results?
When a support agent searches for information within the platform, the AI uses OpenAI Embeddings to provide the most relevant results based on previous tickets, knowledge base articles, uploaded files, and scraped website data.
Can Deskhero's AI handle complex queries?
While Deskhero's AI is excellent at handling common queries, it may not be able to fully resolve more complex issues. In these cases, the AI can still assist by providing relevant information to support agents, who can then handle the query.
* This article provides an example of how a fictive company in the Manufacture machinery for paper production industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.