MetalPack Solutions receives numerous customer queries daily, ranging from product inquiries to technical support requests. The company uses Deskhero's ticket management feature to organize these requests effectively. The advanced AI capabilities of Deskhero analyze the content of each ticket using OpenAI Embeddings and suggest relevant responses based on previous tickets, knowledge base articles, uploaded files, and scraped website data.
The AI-powered search bar in Deskhero enables MetalPack Solutions to quickly find relevant information across their vast database of customer interactions, knowledge base articles, and uploaded files. This feature significantly reduces the time spent by support agents on finding information, allowing them to focus more on resolving customer issues.
Deskhero's AI capabilities also enhance the company's knowledge base. The AI can generate new articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This feature ensures that the knowledge base is always up-to-date with the latest information, providing support agents with the resources they need to assist customers effectively.
Furthermore, MetalPack Solutions uses Deskhero's custom fields and user groups features to categorize tickets and assign them to the appropriate teams. This process is made more efficient by the AI's ability to analyze the content of tickets and suggest the most relevant team or individual to handle the request.
Overall, the integration of Deskhero and its advanced AI capabilities has significantly improved the efficiency of MetalPack Solutions' customer support operations, resulting in higher customer satisfaction rates.
How does Deskhero's AI analyze the content of tickets?
Deskhero's AI uses OpenAI Embeddings to analyze the content of tickets. It considers previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content is then used to generate suggested replies and enhance search results.
How does Deskhero's AI-powered search bar work?
The AI-powered search bar in Deskhero uses OpenAI Embeddings to analyze the search query and find the most relevant information across the platform's database. This includes tickets, knowledge base articles, and uploaded files.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI can generate new knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This ensures that the knowledge base is always updated with the latest information.
* This article provides an example of how a fictive company in the Metal Product Packaging industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
