MineTech Solutions, a leading provider of automation solutions for mining machines, was struggling with managing a high volume of customer queries and complaints. The complexity of their products often led to detailed and technical questions that required significant time and expertise to address.
With Deskhero, MineTech was able to leverage the platform's advanced AI capabilities to automate and enhance their customer support. By using OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations and scraped website data, Deskhero was able to generate suggested replies to customer queries.
This significantly reduced the time taken to respond to customers, as support staff could use the suggested replies as a starting point, modifying them as necessary to provide a personalized response. This also ensured that responses were consistent and accurate, as they were based on the company's existing knowledge base and documentation.
Additionally, Deskhero's comprehensive search bar enabled support staff to quickly find relevant information when dealing with more complex queries. This was particularly useful for newer staff members, who could use the search function to access the company's collective knowledge and experience.
Overall, Deskhero's AI capabilities have transformed MineTech's customer support, enabling them to provide faster, more accurate responses and improve customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero 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 search function work?
Deskhero's search function uses AI to scan all available data, including previous tickets, knowledge base articles, uploaded files and scraped website data. This ensures that all relevant information is considered when generating search results.
How has Deskhero improved MineTech's customer satisfaction?
By providing faster, more accurate responses to customer queries, Deskhero has helped MineTech to improve their customer satisfaction. Customers appreciate the quick response times and the detailed, accurate information provided.
* This article provides an example of how a fictive company in the Automation Solutions for Mining Machines industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
