Baker's Delight receives hundreds of customer queries daily, ranging from product inquiries to complaints. Managing these tickets was a challenge until they implemented Deskhero. The platform's ticket management feature, coupled with its AI capabilities, has enabled them to categorize, prioritize, and respond to tickets more efficiently.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals. This feature allows the AI to suggest relevant replies based on historical data, significantly reducing the time spent crafting responses.
Deskhero's AI also enhances the search results within the platform. When a customer support agent searches for information to resolve a ticket, the AI uses the embeddings to provide the most relevant content, making the resolution process faster and more accurate.
The knowledge base feature of Deskhero is another major advantage for Baker's Delight. The AI can generate articles from Word, PowerPoint, and PDF files, which are then added to the knowledge base. This feature has made it easier for the company to maintain an up-to-date and comprehensive knowledge base, further improving their support services.
Finally, Deskhero's custom fields and user groups features have allowed Baker's Delight to personalize their support services. They can create custom fields for specific types of tickets and assign tickets to specific user groups, ensuring that tickets are handled by the most qualified agents.
How does Deskhero's AI suggest replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to suggest relevant replies based on historical data.
How does Deskhero's AI enhance search results?
When a customer support agent searches for information to resolve a ticket, Deskhero's AI uses the embeddings to provide the most relevant content, making the resolution process faster and more accurate.
How does Deskhero's knowledge base feature work?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. These articles are then added to the knowledge base, making it easier to maintain an up-to-date and comprehensive knowledge base.
* This article provides an example of how a fictive company in the Bakery Products Manufacturing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
