FreightMaster Services receives numerous customer inquiries daily regarding shipment status, pricing, and other service-related questions. The company uses Deskhero's ticket management system to handle these inquiries. The advanced AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies to new tickets, reducing the time spent by customer service representatives on each ticket.
FreightMaster Services also uses Deskhero's custom fields and structured data lists to categorize and prioritize tickets. This feature, combined with the AI's ability to analyze and learn from previous tickets, helps the company provide personalized and accurate responses to their customers.
The company has a comprehensive knowledge base, which is continuously updated with new articles generated from word, powerpoint, pdf files, and scraped website data. The AI capabilities of Deskhero enhance the search results by leveraging OpenAI Embeddings from these sources, making it easier for both customers and customer service representatives to find relevant information.
FreightMaster Services also uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration allows the company to leverage the AI capabilities of Deskhero across their entire customer service operation.
Overall, the use of Deskhero and its advanced AI capabilities has significantly improved the efficiency and effectiveness of FreightMaster Services' customer support. The company has seen a reduction in response times, an increase in customer satisfaction, and a decrease in the workload of their customer service representatives.
How does Deskhero's AI capabilities improve ticket handling?
Deskhero's AI capabilities analyze previous tickets and knowledge base articles to suggest replies to new tickets. This reduces the time spent by customer service representatives on each ticket and improves the accuracy of the responses.
How does Deskhero enhance the search results in the knowledge base?
Deskhero's AI capabilities leverage OpenAI Embeddings from various sources like previous tickets, knowledge base articles, uploaded files, and scraped website data to enhance the search results in the knowledge base. This makes it easier to find relevant information.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with existing systems. This enables companies to leverage the AI capabilities of Deskhero across their entire customer service operation.
* This article provides an example of how a fictive company in the Intermodal freight transport services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
