Stoneworks Inc. has a large customer base that often requires technical assistance and information about their products. Before Deskhero, their support team was overwhelmed with tickets and struggled to provide timely responses. With Deskhero's ticket management and user groups feature, they were able to organize their support requests better and assign them to the appropriate teams.
The AI capabilities of Deskhero have been particularly beneficial. The platform uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This information is then sent through OpenAIs ChatGPT to generate suggested replies. This has significantly reduced the time taken to respond to customer queries and has improved the quality of responses.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information. This has been especially useful in handling complex queries that require detailed technical knowledge. The support team can now quickly access the necessary information from the knowledge base or previous tickets, improving their efficiency.
The custom fields and structured data lists features have also been instrumental in managing customer information. Stoneworks Inc. can now easily categorize and track customer interactions, making it easier to provide personalized service.
Overall, Deskhero's AI capabilities have transformed Stoneworks Inc.'s customer support, improving response times, enhancing the quality of service, and increasing customer satisfaction.
How has Deskhero's AI improved response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to generate suggested replies. This significantly reduces the time taken to draft responses, thereby improving response times.
How does Deskhero's AI enhance search results?
The AI leverages OpenAI Embeddings to find relevant content from various sources like previous tickets, knowledge base articles, and uploaded files. This enhances the search results, making it easier for the support team to find the necessary information.
How does Deskhero help in managing customer information?
Deskhero's custom fields and structured data lists features allow for easy categorization and tracking of customer interactions. This helps in providing personalized service and improves customer relationship management.
* This article provides an example of how a fictive company in the Cutting of stone industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
