Oceanic Freight's knowledge base is a critical resource for both their support team and customers. However, managing and updating this vast repository of information was a challenge. With Deskhero, they found a solution that not only made knowledge base management easier but also improved its effectiveness.
Deskhero's AI capabilities allow Oceanic Freight to generate knowledge base articles from various sources such as Word documents, PowerPoint presentations, PDF files, and even data scraped from their website. This has significantly reduced the manual effort required to create and update articles.
The AI also uses OpenAI Embeddings to analyze the content of these articles and other resources like previous tickets and uploaded files. This analysis is used to enhance the search results, making it easier for the support team and customers to find relevant information.
Moreover, the AI generates suggested replies for the support team based on this analyzed data. This not only speeds up the response time but also improves the accuracy of the responses, leading to higher customer satisfaction.
By implementing Deskhero, Oceanic Freight has seen a marked improvement in the efficiency of their knowledge base management and the effectiveness of their customer support. The AI capabilities of Deskhero have played a key role in this transformation.
How does Deskhero's AI help in managing the knowledge base?
Deskhero's AI can generate knowledge base articles from various sources like Word documents, PowerPoint presentations, PDF files, and website data. It also analyzes this data to enhance search results and generate suggested replies.
How does the AI improve the search results in the knowledge base?
The AI uses OpenAI Embeddings to analyze the content of the knowledge base articles and other resources. This analysis is used to enhance the relevance of the search results, making it easier to find the needed information.
How does the AI generate suggested replies?
The AI analyzes the content of the knowledge base articles, previous tickets, and uploaded files to understand the context of the query. It then uses this information to generate a suggested reply.
* 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.
