SharpEdge Cutlery receives hundreds of customer inquiries daily, ranging from product usage instructions, warranty claims, to feedback and suggestions. Managing these tickets manually was time-consuming and prone to errors. With Deskhero, they were able to automate ticket categorization, prioritization, and assignment using the platform's AI capabilities.
Deskhero's 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 spent by support agents on each ticket.
The AI also enhances the search results in the knowledge base, making it easier for customers to find the information they need without having to contact support. This has led to a decrease in the number of tickets and an increase in customer satisfaction.
SharpEdge Cutlery also uses Deskhero's custom fields feature to capture specific information about each ticket, such as the product model and purchase date. This information is used by the AI to provide more accurate and personalized responses.
Overall, Deskhero's advanced AI capabilities have enabled SharpEdge Cutlery to provide faster and more efficient customer support, leading to improved customer satisfaction and loyalty.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets and other sources to generate suggested replies, reducing the time spent by support agents on each ticket. It also enhances search results in the knowledge base, allowing customers to find the information they need faster.
Can Deskhero's AI handle complex inquiries?
Yes, Deskhero's AI is capable of handling complex inquiries by leveraging data from various sources, including previous tickets, knowledge base articles, uploaded files, and scraped website data. However, it's designed to assist support agents, not replace them, so some tickets may still require human intervention.
Can Deskhero's AI provide personalized responses?
Yes, Deskhero's AI can provide personalized responses by using the custom fields feature to capture specific information about each ticket, such as the product model and purchase date.
* This article provides an example of how a fictive company in the Manufacture of cutlery industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
