ColorCraft Textiles receives a high volume of customer queries daily, ranging from product inquiries to technical support. They use Deskhero's ticket management system to organize and prioritize these requests. The AI capability of Deskhero analyzes the content of each ticket and suggests replies based on previous tickets, knowledge base articles, and uploaded files like policies or manuals.
The AI also enhances the search results within the platform, making it easier for the support team to find relevant information quickly. This has significantly reduced the time taken to respond to customer queries, improving customer satisfaction.
ColorCraft also uses Deskhero's knowledge base feature, where they upload their product manuals and guides. The AI scans these documents and generates articles that are easy for customers to understand. This has reduced the number of basic queries coming to the support team, allowing them to focus on more complex issues.
Deskhero's website scraping feature is used to keep track of any changes in industry standards and regulations. The AI monitors these changes and alerts the team, ensuring they are always updated and compliant.
Finally, the REST API allows ColorCraft to integrate Deskhero with their existing systems, creating a seamless workflow. The AI capabilities have made their customer support more efficient and effective, leading to higher customer retention.
How does the AI suggest replies to customer queries?
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files. It analyzes the content of the incoming query and finds relevant information to suggest a reply.
How does the AI enhance search results?
The AI uses the same embeddings to enhance search results. When a search is made, it finds the most relevant content from the tickets, knowledge base, and uploaded files.
How does the website scraping feature work?
The website scraping feature monitors selected websites for changes. The AI then analyzes these changes and alerts the team if they are relevant to the company's operations.
* This article provides an example of how a fictive company in the Finishing and dyeing of textiles industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
