Machinex Industries has a vast product portfolio and a wide customer base. Managing customer queries, complaints, and requests for information was a complex task. Deskhero's structured data lists and custom fields helped them organize and manage their customer interactions more effectively.
The company also leveraged Deskhero's custom email domains and user groups to provide personalized and efficient customer service. The tickets management feature allowed them to track, prioritize, and resolve customer issues promptly.
Deskhero's advanced AI capabilities were a game-changer for Machinex Industries. The AI leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the response time and enhancing customer satisfaction.
The AI-enhanced comprehensive search bar made it easier for the support team to find relevant information quickly, improving their productivity. The knowledge base articles generated from Word, PowerPoint, PDF files, and website scraping provided a rich resource for both the support team and customers.
Finally, the REST API allowed Machinex Industries to integrate Deskhero with their existing systems, further enhancing their efficiency and effectiveness in managing customer support.
How does Deskhero's AI capabilities improve customer support efficiency?
Deskhero's AI capabilities use OpenAI Embeddings from various sources to find relevant content. This content is then used to generate suggested replies, reducing response time and improving customer satisfaction. The AI-enhanced search bar also helps the support team find relevant information quickly, improving their productivity.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems, enhancing efficiency and effectiveness in managing customer support.
What kind of content can be used to generate knowledge base articles?
Deskhero can generate knowledge base articles from Word, PowerPoint, PDF files, and data scraped from websites, providing a rich resource for both the support team and customers.
* This article provides an example of how a fictive company in the Manufacture of other special-purpose machinery industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
