MetalCraft Inc. receives numerous customer inquiries daily about product specifications, installation processes, and maintenance tips. To manage these efficiently, they use Deskhero's ticket management system. The advanced AI capabilities of Deskhero help in sorting and prioritizing these tickets based on urgency and relevance, significantly reducing the time spent on manual sorting.
The AI also enhances the search results for customer queries by leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This feature allows the customer support team to find relevant information quickly, thereby improving their response times.
Deskhero's AI capabilities also generate suggested replies for customer inquiries. By analyzing previous responses and related content, the AI can suggest accurate and helpful responses, which the support team can then personalize and send to customers. This not only speeds up the response process but also ensures consistency in the quality of support provided.
Additionally, the AI helps in maintaining and updating the knowledge base. It can generate articles from word, powerpoint, pdf files, and even scrape data from the company's website. This ensures that the knowledge base is always up-to-date and comprehensive, providing a valuable resource for both the support team and customers.
Overall, Deskhero's advanced AI capabilities have enabled MetalCraft Inc. to streamline their customer support operations, improve response times, and enhance customer satisfaction.
How does the AI prioritize tickets?
The AI uses OpenAI Embeddings to analyze the content of the tickets, categorize them based on urgency and relevance, and then prioritize them accordingly.
How does the AI generate suggested replies?
The AI analyzes previous responses and related content from the knowledge base, uploaded files, and scraped website data to generate accurate and helpful suggested replies.
How does the AI maintain the knowledge base?
The AI can generate articles from word, powerpoint, pdf files, and scrape data from the company's website to keep the knowledge base comprehensive and up-to-date.
* This article provides an example of how a fictive company in the Manufacture of metal doors and windows industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
