OceanBounty Ltd. receives numerous customer inquiries daily, ranging from product information requests to complaints about packaging. The volume of these inquiries was overwhelming their customer support team, leading to delayed responses and dissatisfied customers.
With Deskhero, OceanBounty Ltd. was able to automate their ticket management process. The platform's AI capabilities analyze incoming tickets, categorize them based on content, and assign them to the appropriate user groups. This streamlined process has significantly reduced response times and improved overall customer satisfaction.
Deskhero's AI also generates suggested replies based on OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals. This feature has not only expedited the response process but also ensured consistency and accuracy in the responses.
Additionally, OceanBounty Ltd. uses Deskhero's website scraping feature to keep their knowledge base up-to-date with the latest industry news and trends. The AI-enhanced search bar then uses these updates to provide more relevant search results, further enhancing the customer support experience.
Finally, OceanBounty Ltd. uses Deskhero's REST API to integrate the platform with their existing systems, ensuring a seamless flow of data and improving overall operational efficiency.
How does Deskhero's AI help in managing tickets?
Deskhero's AI analyzes incoming tickets, categorizes them based on content, and assigns them to the appropriate user groups. This helps in streamlining the ticket management process and reducing response times.
How does Deskhero generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals to generate suggested replies. This ensures consistency and accuracy in responses.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems, ensuring a seamless flow of data and improving overall operational efficiency.
* This article provides an example of how a fictive company in the Fish Processing and Packaging industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
