EnergyPlus receives a high volume of customer queries daily. To manage these efficiently, they use Deskhero's ticket management system. The system automatically categorizes and assigns tickets to the right support team, ensuring that no query goes unanswered.
Deskhero's advanced AI capabilities greatly assist in handling these tickets. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies and manuals, and scraped website data, the AI generates suggested replies. This helps the support team respond to queries faster and more accurately.
The AI-powered comprehensive search bar also enhances the customer self-service experience. Customers can easily find relevant information from the knowledge base, reducing the need for them to raise tickets for simple queries.
EnergyPlus also uses the REST API provided by Deskhero to integrate the platform with their existing CRM system. This allows them to maintain a unified view of their customer interactions across different channels.
By using Deskhero, EnergyPlus has been able to improve their customer support efficiency, reduce response times, and enhance customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies and manuals, and scraped website data to generate suggested replies for each ticket.
How does the AI-powered search bar enhance the customer self-service experience?
The search bar uses AI to scan all available resources including the knowledge base, previous tickets, uploaded files, and scraped website data to provide relevant results. This makes it easier for customers to find the information they need without having to raise a ticket.
Can Deskhero be integrated with a CRM system?
Yes, Deskhero provides a REST API that can be used to integrate the platform with a CRM system or any other existing systems.
* This article provides an example of how a fictive company in the Manufacture of battery chargers and other auxiliary equipment for use with batteries industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
