Deskhero's AI capability of suggested replies works in the following way for companies in Quality Assurance Testing:
Use case 1
Ticket analysis - When a new ticket is received, Deskhero's AI analyzes the content of the ticket, including previous resolutions and knowledge base articles, to understand the context and identify similar resolved tickets.
Use case 2
Embeddings generation - The AI generates embeddings vectors for each ticket, knowledge base article, scraped website, etc., using OpenAI Embeddings API. These vectors capture the semantic meaning of the data.
Use case 3
Suggested reply generation - Based on the embeddings and the analysis of similar resolved tickets, Deskhero's AI generates a suggested reply for the QA tester to use. The suggested reply is tailored to the specific issue and provides a solution based on past resolutions.
