Oceanic Structures Inc. receives numerous customer requests daily, ranging from inquiries about their products to technical support. The volume of these requests was overwhelming their customer support team. They turned to Deskhero to manage their customer support tickets more efficiently.
With Deskhero's structured data lists and custom fields, Oceanic Structures Inc. could categorize and prioritize tickets, ensuring that urgent matters are attended to promptly. The kanban board provided a visual representation of the workflow, making it easier for the team to track progress.
The advanced AI capabilities of Deskhero were particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data, Deskhero was able to find relevant content and generate suggested replies. This significantly reduced the time spent by the team on each ticket, improving their productivity.
Deskhero's AI also enhanced the search results in the knowledge base. When customers searched for information, the AI used the embeddings to provide the most relevant articles, reducing the number of support tickets generated.
Overall, Deskhero's AI capabilities have enabled Oceanic Structures Inc. to provide faster and more efficient customer support, enhancing customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
When a search is performed in the knowledge base, Deskhero's AI uses the embeddings to provide the most relevant articles based on the search terms.
How has Deskhero improved customer support at Oceanic Structures Inc.?
Deskhero has streamlined the ticket management process, enabling the team to respond to customer queries more quickly and efficiently. The AI capabilities have also improved the relevance of search results in the knowledge base, reducing the number of support tickets generated.
* This article provides an example of how a fictive company in the Fabrication of marine structures and components industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
