SoftTouch Fabrics receives a high volume of customer queries and complaints daily. They use Deskhero's ticket management feature to organize these inquiries effectively. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest potential solutions, reducing the time taken to resolve each ticket.
With the custom fields feature, SoftTouch Fabrics can categorize tickets based on product type, issue type, and other relevant parameters. This structured data list helps the AI system to provide more accurate suggestions for resolving customer issues.
Deskhero's advanced AI capabilities also enhance the search results in the knowledge base. By leveraging OpenAI Embeddings from previous tickets, uploaded files like policies/manuals/presentation, and scraped website data, the AI system provides more relevant search results to both customers and support agents.
The AI system also generates suggested replies for customer queries. These suggestions are based on the analysis of previous tickets, knowledge base articles, and other relevant data. This feature not only speeds up the response time but also ensures consistency in the responses.
Finally, the REST API of Deskhero allows SoftTouch Fabrics to integrate the platform with their existing systems. This seamless integration further enhances the efficiency of their support operations.
How does Deskhero's AI system improve the efficiency of ticket resolution?
Deskhero's AI system analyzes previous tickets and knowledge base articles to suggest potential solutions for new tickets. This reduces the time taken to resolve each ticket.
How does Deskhero's AI system enhance the search results in the knowledge base?
By leveraging OpenAI Embeddings from previous tickets, uploaded files, and scraped website data, Deskhero's AI system provides more relevant search results.
How does Deskhero's AI system generate suggested replies for customer queries?
Deskhero's AI system generates suggested replies based on the analysis of previous tickets, knowledge base articles, and other relevant data. This ensures consistency in the responses and speeds up the response time.
* This article provides an example of how a fictive company in the Manufacture of fabric softeners industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
