OceanTech initially struggled with managing a large volume of support tickets and providing timely responses. The introduction of Deskhero transformed their operations. The ticket management feature allowed them to organize and prioritize tickets effectively, leading to quicker resolution times.
Deskhero's advanced AI capabilities were instrumental in this transformation. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data, Deskhero was able to suggest relevant content and generate suggested replies. This significantly reduced the time spent by support staff on each ticket.
The knowledge base feature of Deskhero also proved invaluable. The AI was able to generate articles from word, powerpoint, pdf files, and even scraped data from OceanTech's website. This provided a rich resource for both customers and support staff, further enhancing the efficiency of the support process.
OceanTech also utilized the custom fields and user groups features to tailor the platform to their specific needs. This allowed them to create a highly efficient and effective support system that catered to their unique business requirements.
Overall, the use of Deskhero and its advanced AI capabilities has resulted in a more streamlined and efficient support process at OceanTech. It has reduced the workload on their support staff and improved customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data. These embeddings are used to find relevant content, which is then sent through OpenAI's ChatGPT to generate suggested replies.
Can Deskhero's knowledge base feature generate articles from any type of file?
Yes, Deskhero's knowledge base can generate articles from word, powerpoint, pdf files, and even scraped data from your website.
How does Deskhero help in managing support tickets?
Deskhero provides a comprehensive ticket management feature that allows you to organize and prioritize tickets effectively. This leads to quicker resolution times and improved customer satisfaction.
* This article provides an example of how a fictive company in the Marine engineering industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
