AutoParts Unlimited receives hundreds of customer inquiries daily, ranging from product availability to technical specifications. The company uses Deskhero's ticket management feature to efficiently handle these inquiries. The advanced AI capabilities of Deskhero leverage OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies/manuals/presentations to find relevant content.
This relevant content is sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time spent by customer service representatives on each ticket. The AI also enhances search results, making it easier for the team to find necessary information and resolve customer queries quickly.
AutoParts Unlimited also utilizes Deskhero's website scraping feature to keep their knowledge base updated with the latest product information and technical specifications from manufacturers' websites. This ensures that the AI always has the most current and accurate information when generating suggested replies.
The custom fields and user groups features allow AutoParts Unlimited to categorize tickets based on their nature and assign them to the appropriate team. This further streamlines the process and ensures that each query is handled by the most qualified personnel.
By leveraging Deskhero's advanced AI capabilities, AutoParts Unlimited has been able to significantly improve their customer support efficiency, reduce response times, and increase customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero keep the knowledge base updated?
Deskhero uses a website scraping feature to pull the latest product information and technical specifications from manufacturers' websites. This ensures that the AI always has the most current and accurate information when generating suggested replies.
How does Deskhero handle ticket assignment?
Deskhero allows for the creation of custom fields and user groups. This enables companies to categorize tickets based on their nature and assign them to the appropriate team.
* This article provides an example of how a fictive company in the Automotive parts and accessories wholesalers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
