TexFab Solutions deals with a vast number of customer inquiries daily, ranging from product details, order status, to technical issues. They adopted Deskhero to manage these inquiries more efficiently. The platform's ticket management system allowed them to categorize and prioritize tickets, ensuring that urgent matters are addressed promptly.
With Deskhero's advanced AI capabilities, TexFab was able to leverage the knowledge base articles, previous tickets, uploaded files like policies/manuals/presentation, and scraped website data to generate suggested replies. This significantly reduced the time agents spent crafting responses, leading to quicker resolution times and increased customer satisfaction.
The custom fields feature of Deskhero allowed TexFab to capture specific information about each inquiry. This structured data was then used by the AI to enhance the relevance of suggested responses. The AI also improved the search results, making it easier for agents to find relevant information.
Deskhero's AI capabilities also extended to the knowledge base. The AI could generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This ensured that the knowledge base was always up-to-date with the latest information, providing a valuable resource for both agents and customers.
Overall, by adopting Deskhero, TexFab Solutions was able to improve the efficiency of their customer support operations, reduce response times, and increase customer satisfaction.
How does Deskhero's AI help in generating suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
The AI uses the structured data captured through custom fields to enhance the relevance of search results. This makes it easier for agents to find the information they need to resolve customer inquiries.
Can Deskhero's AI generate knowledge base articles from any type of file?
Yes, Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from your company's website.
* This article provides an example of how a fictive company in the Agents in Textiles: industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
