NovelPrints receives a high volume of customer queries daily, ranging from order status inquiries to technical questions about printing processes. The company uses Deskhero's ticket management system to organize these queries, but the real game-changer is the platform's advanced AI capabilities.
The AI system uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This analysis helps the AI understand the context of new queries and suggest relevant replies, significantly reducing the time support staff spend on each ticket.
Moreover, the AI enhances the search results in the knowledge base. When customers use the comprehensive search bar, the AI uses the embeddings to find and display the most relevant articles, often resolving the customer's issue without any human intervention.
Deskhero's AI also assists in creating knowledge base articles. It can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This feature allows NovelPrints to keep their knowledge base updated with minimal effort.
Overall, Deskhero's AI capabilities have enabled NovelPrints to provide faster, more accurate customer support, improving customer satisfaction and freeing up their support staff to focus on more complex issues.
How does the AI suggest replies to customer queries?
The AI uses OpenAI Embeddings to understand the context of the query based on previous tickets, knowledge base articles, and other resources. It then generates a suggested reply using OpenAI's ChatGPT.
How does the AI enhance the search results in the knowledge base?
When a customer uses the search bar, the AI uses the embeddings to find and display the most relevant articles from the knowledge base, increasing the chances of resolving the customer's issue without human intervention.
Can the AI create new knowledge base articles?
Yes, the AI can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This feature makes it easy to keep the knowledge base updated.
* This article provides an example of how a fictive company in the Book Printing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
