Serenity Funeral Services handles a large volume of customer queries every day. To manage these efficiently, they use Deskhero's ticket management system. The advanced AI capabilities of Deskhero analyze the content of the tickets and suggest replies based on previous tickets, knowledge base articles, and uploaded files.
The AI also enhances the search results for both the support team and the customers. When a customer searches for information on the company's website, the AI uses OpenAI Embeddings to find the most relevant content from the knowledge base, scraped website data, and uploaded files. This feature significantly reduces the time customers spend looking for information.
Using Deskhero's custom fields, Serenity categorizes tickets based on specific criteria such as type of service requested or urgency. The AI capabilities then prioritize these tickets, ensuring that urgent and important requests are handled promptly.
Deskhero's REST API is integrated with the company's CRM, allowing seamless data exchange. This integration enables the AI to access customer data when generating suggested replies, providing personalized responses to customer queries.
Lastly, Serenity uses the AI capabilities to generate knowledge base articles from Word, PowerPoint, and PDF files. These articles are used to educate customers and reduce the number of basic queries, allowing the support team to focus on more complex issues.
How does Deskhero's AI prioritize tickets?
Deskhero's AI prioritizes tickets based on the custom fields set by the company. It can prioritize tickets based on criteria such as type of service requested or urgency.
How does the AI enhance search results?
When a search is conducted, the AI uses OpenAI Embeddings to find the most relevant content from the knowledge base, scraped website data, and uploaded files.
How does the AI generate suggested replies?
The AI analyzes the content of the tickets and suggests replies based on previous tickets, knowledge base articles, and uploaded files. It can also access customer data from the CRM for personalized responses.
* This article provides an example of how a fictive company in the Funeral services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
