SilkRoad Enterprises receives numerous customer queries daily about their product range, shipping details, and order status. To handle these efficiently, the company uses Deskhero's ticket management system. Deskhero's AI capabilities assist SilkRoad's support team by generating suggested replies based on previous tickets and knowledge base articles, thereby reducing the response time.
The company also employs Deskhero's custom fields and structured data lists to categorize and prioritize customer queries. This helps in ensuring that urgent issues are addressed promptly, improving customer satisfaction.
SilkRoad uses Deskhero's comprehensive search bar, powered by AI, to quickly find relevant information. The search bar utilizes OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to enhance the search results, enabling the support team to resolve customer issues faster.
Additionally, SilkRoad uses Deskhero's website scraping feature to keep their knowledge base updated with the most recent information from their website. The AI capabilities of Deskhero ensure that the scraped data is accurately converted into useful knowledge base articles.
Finally, SilkRoad uses Deskhero's REST API to integrate the platform with their existing systems, allowing the support team to access all necessary information from a single interface.
How does Deskhero's AI capabilities reduce response time?
Deskhero's AI capabilities generate suggested replies based on previous tickets and knowledge base articles, which significantly reduces the time taken to respond to customer queries.
How does the comprehensive search bar enhance search results?
The comprehensive search bar uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to enhance the search results, making it easier for the support team to find relevant information.
How does Deskhero's website scraping feature update the knowledge base?
The website scraping feature scrapes the latest information from the company's website and updates the knowledge base. The AI capabilities ensure that the scraped data is accurately converted into useful knowledge base articles.
* This article provides an example of how a fictive company in the Agents involved in the sale of textile raw materials industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
