CineWorld receives numerous customer queries daily about film releases, availability, and technical issues. Using Deskhero's ticket management system and AI capabilities, these queries are efficiently handled. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies, significantly reducing the time spent on each ticket.
Deskhero's custom fields feature allows CineWorld to categorize and prioritize tickets based on their type and urgency. Combined with the AI's ability to suggest replies, this has drastically cut down the response time, enhancing customer satisfaction.
The AI also improves the search results in the knowledge base. When a customer searches for a solution, the AI uses OpenAI embeddings to provide the most relevant articles. This has led to a decrease in the number of tickets raised, as customers can find solutions to their issues more quickly.
CineWorld uses Deskhero's REST API to integrate the platform with their existing systems. This integration provides the support team with a unified view of all necessary information, further improving their efficiency.
In conclusion, Deskhero and its advanced AI capabilities have revolutionized the customer support process at CineWorld, making it more efficient and customer-centric.
How does the AI generate suggested replies to customer queries?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. These suggestions are tailored to each customer's specific issue.
How does the AI improve the search results in the knowledge base?
When a customer searches for a solution, the AI uses OpenAI embeddings to provide the most relevant articles. This helps customers find solutions to their issues more quickly.
How does CineWorld integrate Deskhero with their existing systems?
CineWorld uses the REST API provided by Deskhero to integrate the platform with their existing systems. This integration provides the support team with a unified view of all necessary information.
* This article provides an example of how a fictive company in the International Film Distribution industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
