DataDive Analytics receives numerous customer queries daily, ranging from technical issues to general inquiries about their services. The company uses Deskhero's ticket management system to organize these queries effectively. However, the volume of tickets often overwhelms their support team.
With Deskhero's advanced AI capabilities, DataDive Analytics can now automatically generate suggested replies for common queries. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This feature significantly reduces the time spent by support agents on each ticket, allowing them to handle more queries within a shorter period.
Deskhero's AI also enhances the company's search results. When customers use the comprehensive search bar, the AI uses the same OpenAI embeddings to provide more relevant results, improving the customer's ability to self-serve and reducing the number of tickets generated.
Furthermore, DataDive Analytics uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration allows the company to leverage their current data while benefiting from Deskhero's advanced features.
The result is a more efficient and effective customer support service, leading to higher customer satisfaction rates and freeing up the support team to focus on more complex queries.
How does the AI generate suggested replies?
The AI 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 the AI enhance search results?
When a customer uses the search bar, the AI uses OpenAI embeddings to provide more relevant results based on the customer's query and the available data.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with existing systems.
* This article provides an example of how a fictive company in the Big Data Analysis industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
