Sulphur Solutions Inc. receives a high volume of customer queries every day. To manage these effectively, they implemented Deskhero's AI-powered ticket management system. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies, reducing the time spent by the support team on each ticket.
Deskhero's AI also enhances the search results in the knowledge base. When a customer searches for information, the AI uses the OpenAI embeddings to find the most relevant content, making it easier for customers to find the answers they need without contacting support.
The company has also utilized Deskhero's custom fields feature to categorize tickets based on the type of query, product involved, and urgency level. This has helped in prioritizing and assigning tickets to the right team members, further improving response times.
Deskhero's REST API has been integrated with Sulphur Solutions' existing systems, allowing seamless data exchange and ensuring that the support team always has up-to-date information when responding to tickets.
By leveraging Deskhero's advanced AI capabilities, Sulphur Solutions Inc. has not only improved its customer support efficiency but also enhanced customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of a new ticket. It then uses this information to generate a suggested reply.
Can Deskhero's AI prioritize tickets?
While Deskhero's AI does not directly prioritize tickets, it can categorize them using custom fields. This can help in prioritizing and assigning tickets to the right team members.
How does Deskhero's AI enhance search results?
When a customer searches for information in the knowledge base, Deskhero's AI uses OpenAI embeddings to find the most relevant content. This makes it easier for customers to find the answers they need.
* This article provides an example of how a fictive company in the Manufacture of sulphuric acid industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
