SeaLink Logistics receives hundreds of customer queries daily, ranging from tracking shipments to understanding complex logistics processes. Before implementing Deskhero, their support team was overwhelmed with the volume of tickets, leading to delayed responses and customer dissatisfaction.
With Deskhero, SeaLink now uses AI to automatically categorize and assign tickets to the appropriate support teams based on the nature of the query. This has helped in reducing the manual effort in ticket sorting and has improved the overall response time.
Deskhero's AI also leverages OpenAI Embeddings to analyze previous tickets and knowledge base articles. This helps in generating suggested replies for the support team, making the process more efficient and accurate. The AI also enhances search results, enabling the support team to quickly find relevant information and resolve customer queries faster.
Additionally, SeaLink uses Deskhero's website scraping feature to keep their knowledge base updated with the latest information from their website. This ensures that the AI always has the most recent data to work with when generating suggested replies or enhancing search results.
Since implementing Deskhero, SeaLink has seen a significant reduction in ticket resolution time and an improvement in customer satisfaction. The platform's advanced AI capabilities have enabled them to handle a higher volume of queries without increasing their support team size.
How does Deskhero's AI categorize and assign tickets?
Deskhero's AI uses OpenAI Embeddings to understand the content of the ticket and categorize it based on its nature. It then assigns the ticket to the appropriate support team.
How does Deskhero's AI generate suggested replies?
The AI analyzes previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the query. It then uses this information to generate a suggested reply.
How does Deskhero's website scraping feature work?
Deskhero's website scraping feature automatically extracts information from your website and adds it to the knowledge base. This ensures that the AI always has the most recent data to work with.
* This article provides an example of how a fictive company in the Container shipping services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
