OptiMedia Solutions receives a high volume of customer queries daily, ranging from technical issues to product inquiries. They use Deskhero’s ticket management system to handle these requests efficiently. The advanced AI capabilities of Deskhero leverage OpenAI embeddings from previous tickets to suggest relevant replies, significantly reducing the response time.
With Deskhero's custom fields and structured data lists, OptiMedia Solutions can categorize and prioritize tickets based on their urgency and complexity. This ensures that critical issues are addressed promptly, improving customer satisfaction.
The knowledge base feature of Deskhero is a valuable resource for OptiMedia Solutions. The AI capabilities generate articles from word, powerpoint, pdf files, and even scrape website data to create a comprehensive knowledge base. This helps in resolving common queries without human intervention, freeing up the support team to focus on more complex issues.
Deskhero's comprehensive search bar, powered by AI, enhances the search results by finding relevant content from the knowledge base, uploaded files, and scraped website data. This feature has drastically improved the efficiency of OptiMedia's support team, enabling them to find solutions quickly.
Finally, OptiMedia Solutions utilizes Deskhero's REST API to integrate the platform with their existing systems. This seamless integration ensures that all customer interactions are tracked and managed effectively, leading to improved customer service.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI capabilities use OpenAI embeddings from previous tickets, knowledge base articles, and other resources to suggest relevant replies to incoming tickets. This significantly reduces the time taken to draft responses, thereby improving response time.
How does the knowledge base feature work?
Deskhero's AI capabilities generate knowledge base articles from various sources like word, powerpoint, pdf files, and even scraped website data. This creates a comprehensive resource that can be used to resolve common queries.
What is the benefit of Deskhero's REST API?
Deskhero's REST API allows for easy integration with existing systems. This ensures that all customer interactions are tracked and managed effectively, leading to improved customer service.
* This article provides an example of how a fictive company in the Manufacture of Pre-recorded Optical Media industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.