SuspensionPro receives a high volume of customer inquiries daily, ranging from product specifications to troubleshooting requests. To manage these efficiently, the company uses Deskhero's ticket management feature, which is enhanced by AI capabilities. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to suggest replies, significantly reducing the time spent on each ticket.
The company also uses Deskhero's comprehensive search bar, which is powered by AI to provide more relevant results. This feature has been particularly useful for the support team when they need to find specific information in a hurry. The AI-enhanced search function sifts through all available data, including scraped website data, to deliver the most pertinent results.
Deskhero's knowledge base is another feature that SuspensionPro finds invaluable. The AI capabilities enable the automatic generation of articles from word, powerpoint, and pdf files. This has made it easier for the company to keep the knowledge base updated with the latest product manuals and policies.
Moreover, SuspensionPro uses Deskhero's REST API to integrate the platform with its existing systems. This seamless integration has allowed the company to leverage AI capabilities across different platforms, enhancing overall efficiency.
Overall, SuspensionPro has found that Deskhero's advanced AI capabilities have greatly improved their customer support operations. The platform has not only reduced response times but also increased the accuracy of responses, leading to higher customer satisfaction.
How does the AI suggest replies to tickets?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. This helps to speed up response times and ensure consistency in responses.
How does the AI-enhanced search function work?
The AI-enhanced search function uses OpenAI embeddings to sift through all available data, including scraped website data, to deliver the most relevant results. This makes it easier for the support team to find specific information quickly.
How does the AI help in updating the knowledge base?
The AI capabilities of Deskhero enable the automatic generation of knowledge base articles from word, powerpoint, and pdf files. This makes it easier to keep the knowledge base updated with the latest product manuals and policies.
* This article provides an example of how a fictive company in the Design and manufacture of suspension systems for heavy motor vehicles industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
