ForgeWorks Ltd. receives a high volume of customer queries regarding their products. Managing these queries was a challenge until they adopted Deskhero. The platform's ticket management feature allows ForgeWorks to efficiently handle all incoming queries, ensuring no customer is left waiting for a response.
Deskhero's advanced AI capabilities have been instrumental in improving ForgeWorks' customer support operations. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data, the AI can find relevant content for responding to customer queries.
The AI-powered suggested replies feature has also been a game-changer for ForgeWorks. By analyzing the context of the customer query, the AI suggests appropriate responses, eliminating the need for support agents to manually draft every response.
Deskhero's comprehensive search bar, enhanced by AI, has made it easier for ForgeWorks' support team to find relevant information from their vast knowledge base. This has further improved their efficiency and reduced response times.
Finally, the REST API provided by Deskhero has allowed ForgeWorks to integrate the platform with their existing systems, creating a seamless workflow for their support team.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI capabilities analyze the context of the customer query and suggest appropriate responses. This eliminates the need for support agents to manually draft every response, thereby improving response times.
How does the comprehensive search bar work?
The comprehensive search bar uses AI to quickly find relevant information from the knowledge base, previous tickets, uploaded files, and scraped website data.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems, creating a seamless workflow.
* This article provides an example of how a fictive company in the Manufacture of metal-working presses industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.