IronRail Manufacturing receives a high volume of customer queries regarding their products. With Deskhero, they are able to manage these queries more efficiently. The platform's AI capabilities analyze previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This significantly reduces the time taken to respond to customer queries.
The AI also enhances search results, making it easier for the support team to find relevant information. This is particularly useful when dealing with complex technical queries that require specific knowledge about the train carriages.
Deskhero's custom fields and structured data lists allow IronRail to categorize and prioritize tickets effectively. The kanban board provides a visual representation of the ticket workflow, making it easy to track progress and identify bottlenecks.
The platform's knowledge base is a valuable resource for both the support team and customers. It contains articles generated from word, powerpoint, pdf files, which are easily accessible through the comprehensive search bar. The AI capabilities further enhance this feature by suggesting relevant articles based on the query.
Overall, Deskhero's advanced AI capabilities have significantly improved the efficiency of IronRail's customer support services. They are able to respond to queries faster and provide more accurate information, leading to increased customer satisfaction.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. It analyzes this information to find relevant content, which is then sent through OpenAIs ChatGPT to generate suggested replies.
How does the AI enhance search results?
The AI uses the same OpenAI Embeddings to enhance search results. It analyzes the query and finds relevant content from the available resources, improving the accuracy of the search results.
How does Deskhero improve the efficiency of customer support services?
Deskhero improves efficiency by reducing the time taken to respond to customer queries and providing more accurate information. The AI capabilities generate suggested replies and enhance search results, making it easier for the support team to find relevant information. The platform's features like custom fields, structured data lists, and the kanban board also contribute to improved efficiency.
* This article provides an example of how a fictive company in the Manufacture of train carriages industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.