CoalFusion Inc., a leading company in the coal agglomeration industry, was facing challenges in managing customer queries and complaints efficiently. The company was dealing with a high volume of tickets and struggling to provide timely responses. They decided to implement Deskhero to streamline their customer support process.
With Deskhero, CoalFusion Inc. was able to leverage AI capabilities to manage tickets more effectively. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content was then sent through OpenAIs ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
Deskhero's comprehensive search bar also allowed the support team to quickly find relevant information from the knowledge base, further improving their efficiency. The custom fields feature enabled them to categorize tickets based on various parameters, making it easier to prioritize and handle them.
The user groups feature allowed CoalFusion Inc. to assign specific tickets to specialized teams, ensuring that the right people were handling the right issues. The kanban board provided a visual overview of the ticket status, helping the team track progress and manage workload.
Overall, Deskhero's advanced AI capabilities helped CoalFusion Inc. improve their customer support process, reduce response times, and enhance customer satisfaction.
How does Deskhero's AI help in managing tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, which helps in managing tickets more effectively and reducing response times.
What is the use of the comprehensive search bar in Deskhero?
The comprehensive search bar in Deskhero allows the support team to quickly find relevant information from the knowledge base, improving their efficiency in responding to customer queries.
How does the user groups feature benefit the customer support process?
The user groups feature allows companies to assign specific tickets to specialized teams, ensuring that the right people are handling the right issues. This improves the efficiency and effectiveness of the customer support process.
* This article provides an example of how a fictive company in the Coal Agglomeration industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
