Titan Freight receives hundreds of customer queries daily, ranging from tracking packages to resolving issues. With Deskhero, they are able to manage these tickets efficiently. The platform's AI capabilities analyze previous tickets and knowledge base articles to suggest relevant responses, reducing the time spent by support agents on each ticket.
Deskhero's AI also enhances Titan's search functionality. It uses OpenAI Embeddings from previous tickets, knowledge base articles, and scraped website data to provide more accurate and relevant search results. This allows support agents to quickly find the information they need to resolve customer issues.
The custom fields feature of Deskhero allows Titan to categorize tickets based on their specific needs. This, combined with the AI's ability to suggest responses, has significantly reduced the resolution time for customer queries.
Titan also utilizes Deskhero's knowledge base feature. The AI can generate articles from Word, PowerPoint, and PDF files, making it easy for Titan to build a comprehensive knowledge base. This not only serves as a resource for support agents but also allows customers to find answers to their queries independently.
Overall, Deskhero's advanced AI capabilities have enabled Titan Freight to provide faster and more efficient customer support, leading to improved customer satisfaction.
How does Deskhero's AI suggest responses to tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to analyze the content of a new ticket and suggest a relevant response.
How does Deskhero's AI enhance search functionality?
The AI uses OpenAI Embeddings to analyze the content of previous tickets, knowledge base articles, and scraped website data. This allows it to provide more accurate and relevant search results.
How does Deskhero's AI help in building a knowledge base?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. This makes it easy to build a comprehensive knowledge base that can serve as a resource for support agents and customers.
* This article provides an example of how a fictive company in the Heavy Freight Delivery Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
