NavTech Solutions receives a high volume of customer inquiries daily, ranging from installation support to maintenance requests. The company uses Deskhero's AI capabilities to automatically categorize and prioritize these tickets based on their urgency and complexity. This ensures that critical issues are addressed promptly, improving customer satisfaction.
The AI system also suggests responses to customer queries by analyzing previous tickets and knowledge base articles. This feature significantly reduces the time spent by support agents on researching and crafting responses, allowing them to handle more tickets within the same timeframe.
Deskhero's AI also enhances the search functionality, making it easier for support agents to find relevant information from the company's vast knowledge base and previously resolved tickets. This feature is particularly useful in handling complex queries that require in-depth knowledge about the products.
With the custom email domains feature, NavTech Solutions can maintain a consistent brand image in their communication with customers. The company has also set up user groups for different types of inquiries, ensuring that tickets are routed to the right team.
Overall, Deskhero's AI capabilities have helped NavTech Solutions improve their customer support efficiency and quality. The company has seen a significant reduction in response times and an increase in customer satisfaction scores since implementing the system.
How does the AI categorize and prioritize tickets?
The AI uses OpenAI embeddings to understand the content of the tickets. It then categorizes them based on predefined criteria and prioritizes them based on their urgency and complexity.
How does the AI suggest responses to customer queries?
The AI analyzes previous tickets, knowledge base articles, and other relevant data to generate suggested responses. These suggestions are then reviewed and sent out by the support agents.
How does the AI enhance the search functionality?
The AI uses OpenAI embeddings to understand the content of the search query and the available information resources. It then returns the most relevant results, making it easier for support agents to find the information they need.
* This article provides an example of how a fictive company in the Sale/installation/maintenance services for car navigation systems industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
