AromaTech Industries receives hundreds of customer queries daily, ranging from product inquiries to technical support requests. The company found it challenging to manage these tickets efficiently and provide timely responses. They turned to Deskhero for a solution.
With Deskhero's advanced AI capabilities, AromaTech was able to automate much of their ticket management process. 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 tickets.
Deskhero's AI also enhanced the search results within the platform. When a customer support agent searches for information to resolve a ticket, the AI uses the same embeddings to provide the most relevant results. This feature has drastically reduced the time taken to find information, further improving response times.
Additionally, AromaTech used Deskhero's custom fields and structured data lists to categorize their tickets better. This feature, combined with the AI's ability to suggest replies based on ticket category, made the ticket management process more efficient.
Overall, Deskhero's advanced AI capabilities have allowed AromaTech Industries to streamline their customer support process, improve response times, and increase customer satisfaction.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to generate suggested replies to tickets. This automation significantly reduces the time taken to respond to tickets.
How does Deskhero's AI enhance search results?
When a customer support agent searches for information, Deskhero's AI uses OpenAI Embeddings to provide the most relevant results. This feature reduces the time taken to find information and improves the efficiency of the support process.
Can Deskhero's AI suggest replies based on ticket category?
Yes, Deskhero's AI can suggest replies based on ticket category. This feature, combined with custom fields and structured data lists, makes the ticket management process more efficient.
* This article provides an example of how a fictive company in the Manufacture of Aromatic Compounds industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
