LiftMaster Inc. has a vast product portfolio and serves a diverse range of customers. As a result, their customer support team often deals with a high volume of complex queries. By leveraging Deskhero's advanced AI capabilities, the company has been able to automate the process of ticket management. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies/manuals/presentations to generate suggested replies, significantly reducing the time taken to resolve queries.
The company also uses Deskhero's AI-powered comprehensive search bar to quickly find relevant information from their extensive knowledge base. This feature has proven particularly useful in dealing with technical queries that require detailed product information or troubleshooting steps.
Deskhero's website scraping feature has allowed LiftMaster Inc. to keep their knowledge base up-to-date with the latest product information and updates. The AI uses this scraped data to enhance search results and provide more accurate responses to customer queries.
By using custom fields and user groups, LiftMaster Inc. has been able to categorize their customers and queries more effectively. This has resulted in a more organized and efficient customer support process.
Finally, the REST API provided by Deskhero has enabled LiftMaster Inc. to integrate their customer support platform with other business systems, further enhancing their operational efficiency.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies/manuals/presentations to understand the context of the query. It then uses this information to generate a suitable reply.
How does the website scraping feature work?
The website scraping feature automatically extracts data from specified websites. This data is then used to update the knowledge base and enhance search results.
What is the purpose of the REST API?
The REST API allows Deskhero to be integrated with other business systems. This can help to streamline operations and improve efficiency.
* This article provides an example of how a fictive company in the Manufacture of other lifting and handling equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
