BrightLite Manufacturing has a vast product portfolio and receives a high volume of customer queries daily. They use Deskhero's advanced AI capabilities to manage their tickets efficiently. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
Additionally, BrightLite uses Deskhero's custom fields and structured data lists to categorize and prioritize their tickets. This ensures that urgent issues are addressed promptly, improving customer satisfaction.
The comprehensive search bar powered by AI enhances the search results, making it easier for the support team to find relevant information quickly. This feature is particularly useful when dealing with complex or technical queries that require detailed product knowledge.
BrightLite also utilizes Deskhero's knowledge base feature, which automatically generates articles from Word, PowerPoint, PDF files, and scraped website data. This provides a centralized repository of information that can be easily accessed by the support team, further improving their efficiency.
Finally, BrightLite uses Deskhero's REST API to integrate the platform with their existing systems, ensuring a seamless workflow.
How does Deskhero's AI improve the efficiency of the support team?
Deskhero's AI uses OpenAI Embeddings to find relevant content from previous tickets, knowledge base articles, and other resources. This content is then used to generate suggested replies, reducing the time taken to respond to customer queries.
How does the comprehensive search bar work?
The comprehensive search bar uses AI to enhance search results, making it easier to find relevant information quickly. This is particularly useful for complex or technical queries.
What is the benefit of the knowledge base feature?
The knowledge base feature automatically generates articles from various sources, providing a centralized repository of information that can be easily accessed by the support team. This improves their efficiency and ability to handle customer queries.
* This article provides an example of how a fictive company in the Manufacture of incandescent lighting equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
