MarineTech Instruments has a vast knowledge base and a plethora of technical manuals, which were previously difficult to navigate. With Deskhero, they have leveraged the AI capabilities to generate structured data lists from these resources, making it easier for support agents to find relevant information quickly.
Deskhero's AI also helps MarineTech in managing tickets more efficiently. The AI uses OpenAI embeddings from previous tickets and knowledge base articles to suggest replies, significantly reducing the response time and improving customer satisfaction.
The custom fields feature of Deskhero allows MarineTech to categorize their tickets based on the type of navigation system, enabling the AI to provide more accurate suggestions. This has led to a reduction in ticket resolution time and an increase in first contact resolution rate.
MarineTech also uses Deskhero's website scraping feature to keep their knowledge base up-to-date with the latest information from their website. This ensures that the AI always has the most recent data to work with, further enhancing the accuracy of its suggestions.
Finally, MarineTech uses Deskhero's REST API to integrate their existing CRM system with Deskhero, providing a seamless experience for their support agents and customers.
How does Deskhero's AI improve ticket management?
Deskhero's AI uses OpenAI embeddings from previous tickets and knowledge base articles to suggest replies, reducing response time and improving customer satisfaction.
How does MarineTech keep their knowledge base up-to-date?
MarineTech uses Deskhero's website scraping feature to automatically update their knowledge base with the latest information from their website.
How does MarineTech integrate Deskhero with their existing CRM system?
MarineTech uses Deskhero's REST API to integrate their existing CRM system with Deskhero, providing a seamless experience for their support agents and customers.
* This article provides an example of how a fictive company in the Manufacture of navigational, measuring, electromedical and control instruments industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
