GlobalFlix receives a high volume of customer queries daily, ranging from technical issues to questions about film availability. The Deskhero platform's ticket management system and AI capabilities have streamlined this process. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies, reducing the time spent by customer support agents on each ticket.
The custom fields feature allows GlobalFlix to categorize and prioritize tickets based on their urgency and type. This, coupled with the AI's ability to suggest replies, has significantly reduced the response time. The AI's suggestions are not just generic responses; they are tailored to each customer's specific issue, enhancing the overall customer experience.
Deskhero's AI also enhances the search results in the knowledge base. When a customer searches for a solution, the AI uses the OpenAI embeddings to provide the most relevant articles. This has resulted in a decrease in the number of tickets raised, as customers can find solutions to their problems more easily.
GlobalFlix also uses the REST API provided by Deskhero to integrate the platform with their existing systems. This seamless integration has made it easier for the customer support team to access all necessary information from one place, further improving their efficiency.
Overall, the use of Deskhero and its advanced AI capabilities has transformed the customer support process at GlobalFlix, making it more efficient and customer-friendly.
How does the AI suggest 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 enhance the search results in the knowledge base?
When a customer searches for a solution, the AI uses the OpenAI embeddings to provide the most relevant articles. This helps customers find solutions to their problems more easily.
How does GlobalFlix integrate Deskhero with their existing systems?
GlobalFlix uses the REST API provided by Deskhero to integrate the platform with their existing systems. This seamless integration allows the customer support team to access all necessary information from one place.
* 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.
