VinylCraft receives hundreds of customer queries daily, ranging from order status inquiries to technical questions about their products. To manage this volume, they turned to Deskhero's AI-powered ticket management system. The system leverages OpenAI embeddings to understand the context of each ticket, allowing it to automatically categorize and prioritize tickets based on their urgency and complexity.
With Deskhero's custom fields and structured data lists, VinylCraft can tailor the system to their specific needs. For instance, they created custom fields for 'Order Number' and 'Product Type', which helps in faster resolution of queries related to orders and products.
Deskhero's AI capabilities also extend to its knowledge base. By using AI to analyze previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data, Deskhero can suggest relevant articles to customers before they even finish typing their query. This reduces the number of tickets that need to be handled by human agents, freeing them up to handle more complex issues.
Furthermore, Deskhero's AI-enhanced search bar makes it easy for VinylCraft's support team to find the information they need. Whether they're looking for a specific ticket, a knowledge base article, or a piece of scraped website data, the AI-powered search bar delivers accurate results quickly.
Finally, VinylCraft uses Deskhero's REST API to integrate the platform with their existing systems. This allows them to leverage the power of Deskhero's AI capabilities across their entire operation, leading to improved efficiency and customer satisfaction.
How does Deskhero's AI capabilities help in managing tickets?
Deskhero's AI capabilities use OpenAI embeddings to understand the context of each ticket, allowing it to automatically categorize and prioritize tickets based on their urgency and complexity.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI analyzes previous tickets, knowledge base articles, uploaded files, and scraped website data to suggest relevant articles to customers before they even finish typing their query.
How does Deskhero's REST API benefit VinylCraft?
Deskhero's REST API allows VinylCraft to integrate the platform with their existing systems, enabling them to leverage Deskhero's AI capabilities across their entire operation.
* This article provides an example of how a fictive company in the Vinyl Record Manufacturing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
