GlobalSpeak Translations receives a myriad of inquiries related to their services, pricing, and translation process. To manage these effectively, they have implemented Deskhero's advanced AI capabilities. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content.
Deskhero's AI-powered solution has significantly improved the efficiency of GlobalSpeak's customer support. The AI suggests replies based on the context of the customer's query, reducing the time taken to respond to tickets. This has resulted in faster resolution times and increased customer satisfaction.
The AI also enhances the search results in the knowledge base, making it easier for customers to find the information they need. This has led to a reduction in the number of tickets raised, freeing up the customer support team to focus on more complex queries.
GlobalSpeak also uses Deskhero's custom fields and user groups features to categorize tickets based on the type of query and the customer's language preference. This ensures that tickets are assigned to the right team member, further improving response times.
Finally, the REST API allows GlobalSpeak to integrate Deskhero with their existing systems, ensuring a seamless workflow and better data management.
How does Deskhero's AI suggest replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the customer's query. It then generates suggested replies using OpenAI's ChatGPT.
How does Deskhero's AI enhance search results?
The AI uses the same OpenAI embeddings to understand the content of the knowledge base and the customer's search query. It then matches the two to provide the most relevant search results.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that allows it to be integrated with other systems.
* This article provides an example of how a fictive company in the Business Translations and Interpretations industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
