MetroRail Inc., a leading commuter rail transport company, was facing challenges in managing the increasing volume of customer queries and complaints. They turned to Deskhero for a solution. The platform's advanced AI capabilities, leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data, provided an efficient way to manage customer support.
The AI system was trained on historical data and current policies to understand the context of customer queries. When a new ticket is created, the AI suggests relevant replies based on this understanding, significantly reducing the time taken to respond to customers.
Deskhero's AI also enhanced the search function, making it easier for support agents to find relevant information from the knowledge base, previous tickets, and uploaded files. This feature improved the accuracy of responses and reduced the time spent searching for information.
Furthermore, the AI capabilities were used to analyze patterns in customer queries and complaints. This analysis helped MetroRail Inc. identify areas of improvement in their services and make data-driven decisions.
Overall, Deskhero's AI capabilities have significantly improved the efficiency of MetroRail Inc.'s customer support services, leading to increased customer satisfaction.
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/presentation and scraped website data to understand the context of customer queries. Based on this understanding, it suggests relevant replies.
How does Deskhero's AI enhance the search function?
Deskhero's AI uses OpenAI Embeddings to improve the search function. It makes it easier for support agents to find relevant information from the knowledge base, previous tickets, and uploaded files.
How does Deskhero's AI help in decision making?
Deskhero's AI analyzes patterns in customer queries and complaints. This analysis helps identify areas of improvement in services and make data-driven decisions.
* This article provides an example of how a fictive company in the Commuter Rail Transport industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
