MotorFrame Masters receives hundreds of queries and support tickets daily, ranging from technical issues to product inquiries. Managing these tickets manually was time-consuming and often led to delayed responses. With Deskhero, the company was able to automate ticket management using advanced AI capabilities. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content and generate suggested replies.
The AI's ability to learn from past tickets and knowledge base articles significantly improved the quality of automated responses. This not only reduced the workload for the customer support team but also increased customer satisfaction due to faster response times.
Deskhero's AI also enhanced the search results in the knowledge base. By understanding the context of the search queries, it provided more relevant results, making it easier for customers to find the information they were looking for.
The custom fields feature allowed MotorFrame Masters to categorize tickets based on the type of query, making it easier to prioritize and handle them. The user groups feature enabled the company to assign tickets to specific teams, improving efficiency.
Overall, Deskhero's AI capabilities have transformed MotorFrame Masters' customer support, making it more efficient and customer-friendly.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the ticket and generate a relevant reply.
How does the AI enhance search results?
The AI understands the context of the search query and uses this understanding to provide more relevant results from the knowledge base.
Can the AI categorize tickets?
Yes, with the custom fields feature, you can categorize tickets based on the type of query. The AI can then use this categorization to prioritize and handle tickets.
* This article provides an example of how a fictive company in the Manufacture of motorcycles frames industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
