MortarMaster uses Deskhero's advanced AI capabilities to automatically categorize and prioritize incoming tickets based on the content of the query. This has significantly reduced manual sorting and routing of tickets, allowing the support team to focus on resolving issues more efficiently.
The AI-powered knowledge base of Deskhero has been a game-changer for MortarMaster. The system automatically generates articles from uploaded files like policies, manuals, and presentations, providing a rich resource for both customers and support staff. The AI also enhances search results, making it easier to find relevant information.
Deskhero's AI also generates suggested replies based on previous tickets and knowledge base articles. This feature has not only improved response times but also increased the consistency and accuracy of the responses. The support team can review and customize these suggestions, ensuring a personal touch in every interaction.
By leveraging website scraping, MortarMaster has been able to keep its knowledge base up-to-date with the latest product information and industry news. The AI uses this data to enhance its suggested replies and search results, further improving the support experience.
Finally, the REST API provided by Deskhero has allowed MortarMaster to seamlessly integrate the platform with their existing systems. This has streamlined their operations and provided a unified view of customer interactions.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses OpenAI Embeddings to understand the content of the tickets. It then categorizes and prioritizes them based on predefined rules and patterns.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. These suggestions are then sent through OpenAI's ChatGPT to ensure they are coherent and contextually appropriate.
Can the AI-generated replies be customized?
Yes, the support team can review and customize the AI-generated replies before sending them to the customers. This ensures a personal touch in every interaction.
* This article provides an example of how a fictive company in the Manufacture of cement-based products, such as mortar and stucco industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
