SwiftParcel receives thousands of customer queries daily, ranging from package tracking inquiries to delivery status updates. Managing these queries manually was time-consuming and often led to delayed responses. With Deskhero, SwiftParcel was able to automate the process of ticket management and response generation.
Deskhero's AI capabilities use OpenAI Embeddings to analyze previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This analysis helps in generating suggested replies for customer queries, significantly reducing the response time.
The AI also enhances the search results in the knowledge base, making it easier for the customer support team to find relevant information quickly. This has resulted in more accurate responses and improved customer satisfaction.
Furthermore, SwiftParcel uses Deskhero's REST API to integrate the platform with their existing systems, ensuring seamless data flow and increased operational efficiency.
With Deskhero, SwiftParcel has transformed their customer support operations, providing faster and more accurate responses, leading to higher customer satisfaction and loyalty.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI uses OpenAI Embeddings to analyze previous tickets and other resources to generate suggested replies for customer queries. This automation significantly reduces the time taken to respond to customers.
How does Deskhero enhance the search results in the knowledge base?
The AI capabilities of Deskhero analyze the content in the knowledge base and provide enhanced search results, making it easier for the support team to find relevant information quickly.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with existing systems.
* This article provides an example of how a fictive company in the Express Delivery Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
