AppliTech receives numerous customer queries daily regarding the specifications, usage, and troubleshooting of their home appliances. To manage these queries efficiently, they use Deskhero's ticket management system. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies, significantly reducing the response time.
With Deskhero's custom fields and structured data lists, AppliTech categorizes the customer queries based on the type of appliance, issue, and urgency. This categorization helps in prioritizing and routing the tickets to the appropriate support agent, ensuring faster resolution of critical issues.
AppliTech also leverages Deskhero's AI to enhance their knowledge base. The AI scrapes their website and uploaded files like manuals and policies to generate new knowledge base articles. These articles serve as a self-help resource for customers, reducing the load on the support team.
The comprehensive search bar powered by AI helps AppliTech's support agents to find relevant content quickly. The AI uses OpenAI Embeddings from previous tickets and knowledge base articles to enhance the search results.
Finally, AppliTech uses Deskhero's REST API to integrate the platform with their existing CRM and ERP systems. This integration provides a unified view of the customer data, helping the support agents to understand the customer's history and provide personalized support.
How does Deskhero's AI suggest replies to customer queries?
Deskhero's AI analyzes the content of the customer query and uses OpenAI Embeddings from previous tickets and knowledge base articles to suggest the most relevant reply.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI scrapes the company's website and uploaded files like manuals and policies to generate new knowledge base articles. It also uses OpenAI Embeddings to find relevant content from previous tickets and articles.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI Embeddings from previous tickets and knowledge base articles to enhance the search results. It finds the most relevant content based on the search query.
* This article provides an example of how a fictive company in the Agents specialized in the sale of home appliances industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
