CocoaMakers receives a large number of customer inquiries and complaints every day. They use Deskhero's ticket management system to handle these. The AI capabilities of Deskhero analyze the content of the tickets and suggest relevant replies, which has significantly reduced the time it takes for agents to respond to customers.
The AI also enhances the search results in the knowledge base. When an agent searches for a solution, the AI uses OpenAI embeddings to find the most relevant content. This has greatly improved the efficiency of the agents and the quality of their responses.
CocoaMakers also uses Deskhero's website scraping feature to keep their knowledge base updated. The AI analyzes the scraped data and updates the knowledge base accordingly. This ensures that the agents always have the most recent and relevant information.
The custom fields feature allows CocoaMakers to categorize tickets based on the type of inquiry or complaint. This makes it easier for the agents to prioritize and handle tickets. The AI also suggests the most relevant user group for each ticket, which further streamlines the process.
Overall, Deskhero's advanced AI capabilities have greatly improved the efficiency and quality of CocoaMakers' customer support. The company has seen a significant reduction in response times and an increase in customer satisfaction.
How does Deskhero's AI suggest replies?
Deskhero's AI analyzes the content of the tickets and uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals to suggest the most relevant replies.
How does Deskhero's AI enhance search results?
When a customer support agent searches for a solution, the AI uses OpenAI embeddings to find the most relevant content. This significantly reduces the time it takes for agents to find solutions.
How does Deskhero's AI update the knowledge base?
Deskhero's AI analyzes the data scraped from the website and updates the knowledge base accordingly. This ensures that the agents always have the most recent information at their disposal.
* This article provides an example of how a fictive company in the Manufacture of chocolate industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
