FuelTech Industries receives a high volume of customer queries daily, ranging from product inquiries to technical issues. To manage this effectively, they have implemented Deskhero's ticket management system. The AI capabilities of Deskhero help in sorting and prioritizing these tickets based on urgency and relevance, significantly reducing the time taken to address each query.
Deskhero's AI also enhances the search functionality on FuelTech's knowledge base. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, the AI can generate more relevant search results. This has led to a significant reduction in the number of repeat queries, as customers can now find the information they need more easily.
Furthermore, the AI capabilities of Deskhero are used to generate suggested replies to customer queries. By analyzing past responses and the context of the query, the AI can suggest the most appropriate response, saving the customer support team valuable time and ensuring consistency in their responses.
FuelTech also uses Deskhero's website scraping feature to keep their knowledge base up-to-date. The AI can automatically scrape new information from their website and update the knowledge base accordingly, ensuring that customers always have access to the latest information.
Overall, the implementation of Deskhero's AI capabilities has significantly improved the efficiency of FuelTech's customer support services, leading to higher customer satisfaction and reduced operational costs.
How does Deskhero's AI prioritize customer queries?
Deskhero's AI analyzes the content of each query to determine its urgency and relevance. It then prioritizes the queries accordingly, ensuring that the most urgent and relevant queries are addressed first.
How does Deskhero's AI enhance the search functionality on the knowledge base?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate more relevant search results. This helps customers find the information they need more easily.
How does Deskhero's AI generate suggested replies?
Deskhero's AI analyzes past responses and the context of the query to suggest the most appropriate response. This saves the customer support team valuable time and ensures consistency in their responses.
* This article provides an example of how a fictive company in the Manufacture of Fuel Oils industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
