BlastPro Mining Solutions receives numerous customer inquiries daily about their products' technical specifications, usage, and maintenance. To manage these inquiries efficiently, the company uses Deskhero's ticket management system. The system organizes all customer inquiries into structured data lists, making it easier for the support team to track and respond to each ticket.
The company also uses Deskhero's custom fields feature to categorize inquiries based on the product line, issue type, and urgency level. This categorization helps the support team prioritize tickets and ensure that critical issues are addressed promptly.
BlastPro Mining Solutions leverages Deskhero's advanced AI capabilities to enhance its customer support services. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like product manuals to generate suggested replies. This feature significantly reduces the time taken to respond to customer inquiries and improves the accuracy of the responses.
Additionally, the AI enhances the search results in the company's knowledge base. When a customer searches for information, the AI uses the embeddings to find the most relevant content from the knowledge base, uploaded files, and even scraped website data. This feature ensures that customers can quickly find the information they need without having to contact the support team.
Finally, the company uses Deskhero's REST API to integrate the platform with its existing CRM system. This integration allows the support team to access customer information directly from Deskhero, further improving their efficiency.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like product manuals to understand the context of the inquiry. It then uses this context to generate a suggested reply.
How does the AI enhance the search results in the knowledge base?
When a customer searches for information, the AI uses the embeddings to find the most relevant content from the knowledge base, uploaded files, and scraped website data. This ensures that the search results are highly relevant to the customer's query.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that allows you to integrate the platform with your existing systems. This allows you to access customer information directly from Deskhero, improving your support team's efficiency.
* This article provides an example of how a fictive company in the Blasting and Drilling in Mining Activities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
