BuildMart receives hundreds of inquiries daily from contractors, architects, and DIY enthusiasts. They use Deskhero's ticket management system to organize these queries. The AI capabilities of Deskhero help in categorizing these tickets based on their content, ensuring they reach the right support agent quickly.
The AI also assists in generating suggested replies for common queries by leveraging OpenAI Embeddings from previous tickets and knowledge base articles. This feature has significantly reduced the time agents spend on each ticket, increasing their productivity.
BuildMart also utilizes Deskhero's website scraping feature to keep their knowledge base updated with the latest information about their products and industry trends. The AI capabilities further enhance this feature by identifying relevant content from the scraped data and integrating it into the knowledge base.
Deskhero's comprehensive search bar, powered by AI, helps BuildMart's support agents find relevant information quickly. The AI uses embeddings from all available resources, including uploaded files like policies and manuals, to provide accurate search results.
Finally, BuildMart uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration ensures that all customer interactions are tracked and managed effectively, improving overall customer satisfaction.
How does the AI categorize tickets?
The AI uses OpenAI Embeddings from the content of the tickets to understand their context and categorize them accordingly.
How does the AI generate suggested replies?
The AI uses embeddings from previous tickets and knowledge base articles to generate suggested replies for common queries.
How does the AI enhance the website scraping feature?
The AI identifies relevant content from the scraped data and integrates it into the knowledge base, keeping it updated with the latest information.
* This article provides an example of how a fictive company in the Agents involved in the sale of building materials industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
