PinePeak Lumber Co. has a vast customer base that frequently requires assistance with various issues such as product inquiries, order tracking, and technical support. The company utilizes Deskhero's ticket management system to effectively handle these requests. However, the volume of tickets often overwhelms the support team, leading to delayed responses.
To address this challenge, PinePeak integrates Deskhero's advanced AI capabilities into their system. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals to generate suggested replies. This significantly reduces the time taken to respond to tickets, improving customer satisfaction.
Furthermore, the AI-enhanced search bar provides quick and accurate results, enabling the support team to find relevant information faster. This feature is particularly useful when dealing with complex technical queries that require referencing multiple sources.
The AI also improves the efficiency of the knowledge base by generating articles from Word, PowerPoint, and PDF files. This not only saves time but also ensures that the knowledge base is always up-to-date with the latest information.
Overall, Deskhero's advanced AI capabilities have enabled PinePeak Lumber Co. to improve their customer support efficiency and enhance their customer service experience.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to understand the context of the query and generate a suitable reply.
How does the AI-enhanced search bar work?
The AI-enhanced search bar uses OpenAI Embeddings to provide quick and accurate search results. It can reference multiple sources to find the most relevant information.
How does the AI improve the knowledge base?
The AI can generate knowledge base articles from Word, PowerPoint, and PDF files. This ensures that the knowledge base is always updated with the latest information.
* This article provides an example of how a fictive company in the Lumber Kilning, Drying and Processing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
