CokeGenix Ltd. had an extensive knowledge base, but it was difficult for both customers and customer service representatives to find the information they needed. The company decided to use Deskhero, which offered advanced AI capabilities that could enhance the knowledge base and make it more user-friendly.
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This allows it to find relevant content and improve the quality of the knowledge base. The AI also generates new knowledge base articles from Word, PowerPoint, and PDF files, making it easier to update and expand the knowledge base.
The AI also enhances the search results within the knowledge base. It uses the embeddings to provide more relevant and comprehensive search results, making it easier for users to find the information they need. This has reduced the number of tickets related to simple queries that could be answered by the knowledge base.
Furthermore, Deskhero's AI generates suggested replies based on the relevant content found in the knowledge base. This not only speeds up the response time but also ensures the accuracy of the information provided to the customers. The customer service team can review and modify these suggestions, ensuring that the responses are personalized and meet the company's communication standards.
Since implementing Deskhero, CokeGenix Ltd. has seen a significant improvement in the usability and effectiveness of their knowledge base. The platform's advanced AI capabilities have made it easier for customers to find the information they need, reducing the workload on the customer service team.
How does Deskhero's AI improve the knowledge base?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content and improve the quality of the knowledge base. The AI also generates new knowledge base articles from Word, PowerPoint, and PDF files, making it easier to update and expand the knowledge base.
How does the AI enhance search results within the knowledge base?
The AI uses the embeddings to provide more relevant and comprehensive search results, making it easier for users to find the information they need. This has reduced the number of tickets related to simple queries that could be answered by the knowledge base.
How does the AI generate suggested replies?
The AI generates suggested replies based on the relevant content found in the knowledge base. The customer service team can review and modify these suggestions, ensuring that the responses are personalized and meet the company's communication standards.
* This article provides an example of how a fictive company in the Coke production industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
