FreightFalcon handles a high volume of customer queries daily regarding cargo status, delivery times, and other related issues. Managing these queries manually was challenging and often led to delayed responses. With Deskhero's ticket management feature, the company could effectively categorize and prioritize these queries. The AI capabilities further enhanced this process by suggesting replies based on previous tickets and knowledge base articles, significantly reducing response times.
The AI in Deskhero also improved the efficiency of FreightFalcon's search functionality. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, the AI could find relevant content quickly and accurately. This made it easier for the customer support team to find the information they needed to resolve customer queries.
FreightFalcon also used Deskhero's custom fields and user groups features to better organize their customer support team. They could create custom fields for specific types of queries and assign them to specialized user groups. This ensured that the right team handled each query, improving the overall efficiency of the support process.
The company also benefited from Deskhero's knowledge base feature. The AI could generate articles from Word, PowerPoint, and PDF files, making it easy for the company to build a comprehensive knowledge base. This not only served as a valuable resource for the customer support team but also allowed customers to find answers to their queries independently.
Overall, Deskhero's advanced AI capabilities have significantly improved FreightFalcon's customer support process. The company has seen a substantial reduction in response times, an increase in customer satisfaction, and improved efficiency of their support team.
How does Deskhero's AI improve ticket management in FreightFalcon?
Deskhero's AI suggests replies based on previous tickets and knowledge base articles. This helps in reducing response times and improving the efficiency of ticket management in FreightFalcon.
How does Deskhero's AI enhance search functionality in FreightFalcon?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content quickly and accurately. This enhances the search functionality and makes it easier to find the required information in FreightFalcon.
How does Deskhero's AI assist in building a knowledge base in FreightFalcon?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. This makes it easy to build a comprehensive knowledge base that can serve as a valuable resource for the customer support team and customers in FreightFalcon.
* This article provides an example of how a fictive company in the Cargo and baggage handling industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.