GoldRush Commodities receives a high volume of customer queries daily regarding trading procedures, market trends, and account management. The company uses Deskhero's ticket management system to efficiently handle these queries. However, the real game-changer has been the integration of Deskhero's advanced AI capabilities into their support workflow.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This information is used to find relevant content, which is then processed through OpenAI's ChatGPT to generate suggested replies. This has significantly reduced the time taken to respond to customer queries and has also improved the quality of responses.
Furthermore, the AI-enhanced comprehensive search bar has made it easier for the support team to find relevant information quickly. Whether it's a past ticket, a specific clause in a policy document, or an article in the knowledge base, the search bar delivers accurate results swiftly.
GoldRush Commodities also uses Deskhero's REST API to integrate the platform with other systems in their IT infrastructure. This seamless integration has further streamlined the support process, enabling faster resolution of customer issues.
By leveraging Deskhero's advanced AI capabilities, GoldRush Commodities has been able to enhance its customer support services, improve response times, and increase customer satisfaction.
How has Deskhero's AI capabilities improved the quality of customer support at GoldRush Commodities?
Deskhero's AI capabilities have improved the quality of customer support at GoldRush Commodities by providing suggested replies based on previous tickets, knowledge base articles, and other relevant data. This has resulted in more accurate and helpful responses to customer queries.
How does the AI-enhanced search bar work?
The AI-enhanced search bar uses OpenAI Embeddings to find relevant content from previous tickets, knowledge base articles, uploaded files, and scraped website data. This ensures that the search results are accurate and relevant to the query.
What role does the REST API play in GoldRush Commodities' customer support process?
The REST API allows GoldRush Commodities to integrate Deskhero with other systems in their IT infrastructure. This seamless integration streamlines the support process, enabling faster resolution of customer issues.
* This article provides an example of how a fictive company in the Commodities and Futures Trading industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
