GlobalGrains receives a large number of customer queries daily, ranging from product inquiries to shipment status. They use Deskhero's ticket management feature to organize these queries efficiently. The AI capabilities in Deskhero analyze the content of the tickets using OpenAI Embeddings, which helps in categorizing the tickets based on their relevance and urgency.
The AI also generates suggested replies to these tickets, leveraging the knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This significantly reduces the response time and improves customer satisfaction.
GlobalGrains also uses Deskhero's custom fields and structured data lists to manage their user groups effectively. The AI capabilities help in identifying patterns and trends in customer behavior, enabling them to provide personalized customer service.
The comprehensive search bar powered by AI provides quick and relevant search results, enhancing the overall user experience. It also uses the REST API to integrate with other systems seamlessly, providing a unified platform for all customer support needs.
Overall, Deskhero's advanced AI capabilities have helped GlobalGrains improve their customer support efficiency, reduce response time, and increase customer satisfaction.
How does the AI categorize the tickets?
The AI uses OpenAI Embeddings to analyze the content of the tickets and categorizes them based on their relevance and urgency.
How does the AI generate suggested replies?
The AI leverages the knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to generate suggested replies to the tickets.
How does the AI enhance the search results?
The AI uses OpenAI Embeddings to analyze the search query and provides quick and relevant search results.
* This article provides an example of how a fictive company in the Food exporters industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
