PharmaGenix receives numerous customer queries daily, ranging from product inquiries to technical issues. The company uses Deskhero's ticket management system to effectively handle these requests. However, the volume of tickets was overwhelming for the support team.
With Deskhero's advanced AI capabilities, PharmaGenix was able to automate the process of responding to common queries. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
The AI-powered solution significantly reduced the time taken to respond to customer queries, improving customer satisfaction. Additionally, it freed up the support team's time, allowing them to focus on more complex issues that require human intervention.
PharmaGenix also utilized Deskhero's comprehensive search bar, enhanced by AI, to quickly find relevant information. This feature proved invaluable in handling technical queries that required detailed information from the knowledge base or other resources.
Overall, Deskhero's AI capabilities have revolutionized PharmaGenix's customer support, making it more efficient and effective.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings to find relevant content based on previous tickets, knowledge base articles, and other resources. This content is then used to generate suggested replies, significantly reducing the time taken to respond to customer queries.
Can the AI handle all types of customer queries?
While the AI is capable of handling many common queries, more complex issues may still require human intervention. However, the AI can assist in finding relevant information to aid in the resolution of these issues.
How does the AI-enhanced search bar work?
The AI-enhanced search bar uses OpenAI Embeddings to find relevant information from various resources, including previous tickets, knowledge base articles, and uploaded files. This makes it easier and faster to find the needed information.
* This article provides an example of how a fictive company in the Manufacture of generic pharmaceuticals industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.