SteelArt Cutlery's support team was overwhelmed with the volume of customer inquiries they received daily. They needed a solution that could help them manage tickets more efficiently. With Deskhero, they were able to automate ticket categorization, prioritization, and assignment, reducing manual work and improving response times.
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, freeing up support agents to focus on more complex inquiries.
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.
SteelArt 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 SteelArt Cutlery to streamline their support operations and provide better customer service, leading to improved customer satisfaction and loyalty.
How does Deskhero's AI improve ticket management?
Deskhero's AI automates ticket categorization, prioritization, and assignment by using OpenAI Embeddings from various sources. It also generates suggested replies, freeing up support agents to focus on more complex inquiries.
Can Deskhero's AI reduce the number of support tickets?
Yes, by enhancing the search results in the knowledge base, Deskhero's AI makes it easier for customers to find the information they need, reducing the need to contact support.
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.
* 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.
