SilkRoute Traders handles a large number of customer inquiries on a daily basis. Prior to implementing Deskhero, managing these inquiries was a time-consuming process. With Deskhero's ticket management system, SilkRoute was able to categorize and prioritize tickets, ensuring that urgent matters were addressed promptly.
Deskhero's advanced AI capabilities played a crucial role in improving SilkRoute's customer support. The AI used OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, 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 SilkRoute to capture specific information about each inquiry. This structured data was then used by the AI to enhance the relevance of suggested responses and improve 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 SilkRoute'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.
By adopting Deskhero, SilkRoute Traders was able to optimize 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.
