CementWorks receives a high volume of customer queries and complaints daily. Using Deskhero's advanced AI capabilities, they have been able to manage these tickets effectively, reducing response time and improving customer satisfaction. The AI suggests replies based on previous tickets and knowledge base articles, significantly reducing the time taken to resolve issues.
Deskhero's custom fields feature allows CementWorks to categorize tickets based on their nature, facilitating faster resolution. The AI uses OpenAI embeddings from these categorized tickets to provide more accurate suggestions for future queries.
CementWorks also utilizes Deskhero's knowledge base feature, which is enhanced by AI capabilities. The AI generates articles from uploaded files like policies, manuals, and presentations, providing customers with easy access to relevant information. This has significantly reduced the number of tickets raised, allowing the customer support team to focus on more complex issues.
With Deskhero's website scraping feature, CementWorks ensures that their knowledge base is always up-to-date. The AI scrapes the company's website for new information and updates the knowledge base accordingly. This ensures customers always have access to the most recent and relevant information.
Finally, the comprehensive search bar powered by AI has made it easier for both customers and support staff to find relevant information. The AI uses embeddings from previous searches to enhance search results, making the process faster and more efficient.
How does Deskhero's AI suggest replies to customer queries?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to suggest relevant responses to customer queries.
How does Deskhero's AI keep the knowledge base updated?
Deskhero's AI uses the website scraping feature to gather new information from the company's website and update the knowledge base accordingly.
How does Deskhero's AI enhance the search function?
Deskhero's AI uses embeddings from previous searches to provide more relevant and accurate search results.
* This article provides an example of how a fictive company in the Cement Plaster Installation industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
