BakeMaster Inc. receives hundreds of customer queries daily, ranging from product usage instructions to warranty claims. Managing these queries manually was time-consuming and often led to delayed responses. With Deskhero, they were able to automate ticket management using AI. The system categorizes incoming queries, assigns them to the appropriate support staff, and even suggests replies based on previous tickets and knowledge base articles.
Deskhero's AI capabilities also enhance the search functionality on BakeMaster's support portal. When customers search for information, the AI uses OpenAI Embeddings to find relevant content from various sources like previous tickets, knowledge base articles, and uploaded files such as product manuals. This ensures customers get comprehensive and accurate information, reducing the need for them to contact support.
The AI also generates knowledge base articles from Word, PowerPoint, and PDF files. This feature has been particularly useful for BakeMaster, as they often receive product manuals and usage instructions in these formats from their product design team. The AI quickly converts these files into searchable and easy-to-understand articles, saving significant time and effort.
Moreover, Deskhero's website scraping feature enables BakeMaster to keep their knowledge base updated with the latest product information. The AI regularly scrapes their website and updates the knowledge base with any new or updated product details. This ensures that both the support staff and customers always have access to the most recent and accurate product information.
Overall, Deskhero's advanced AI capabilities have significantly improved the efficiency of BakeMaster's customer support services. They are now able to manage customer queries more effectively, provide quicker and more accurate responses, and maintain an up-to-date knowledge base, leading to improved customer satisfaction.
How does Deskhero's AI categorize and assign tickets?
Deskhero's AI uses OpenAI Embeddings to analyze the content of incoming tickets. It categorizes them based on their content and assigns them to the appropriate support staff. It also suggests replies based on similar previous tickets and relevant knowledge base articles.
How does Deskhero's AI enhance the search functionality?
When a search is made on the support portal, Deskhero's AI uses OpenAI Embeddings to find relevant content from various sources like previous tickets, knowledge base articles, and uploaded files. This ensures that customers get comprehensive and accurate information.
How does Deskhero's AI update the knowledge base with website data?
Deskhero's AI regularly scrapes the company's website and updates the knowledge base with any new or updated product details. This ensures that both the support staff and customers always have access to the most recent and accurate product information.
* This article provides an example of how a fictive company in the Manufacture of Cookware and Bakeware industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
