OvenEase Manufacturing deals with a large number of customer queries daily. They use Deskhero's advanced AI capabilities to manage these tickets efficiently. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, drastically reducing the time taken to respond to customer queries.
The company also uses Deskhero's AI to enhance the search results on their helpdesk. When a customer searches for a query, the AI uses the embeddings to find the most relevant content from the knowledge base, previous tickets, and other resources. This has significantly improved the accuracy of the search results, providing customers with more helpful information.
Deskhero's AI capabilities also help OvenEase Manufacturing in managing their knowledge base. The AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This has greatly reduced the manual work required to maintain the knowledge base, allowing the support team to focus more on assisting customers.
Furthermore, OvenEase Manufacturing uses Deskhero's REST API to integrate the platform with their existing systems. This has allowed them to leverage the AI capabilities of Deskhero across their entire customer support infrastructure, further enhancing their service quality.
Overall, the advanced AI capabilities of Deskhero have transformed the customer support services at OvenEase Manufacturing. They have improved the efficiency of the support team, enhanced the quality of the helpdesk search results, and simplified the management of the knowledge base.
How does the AI generate suggested replies?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and other resources to find relevant content. This content is then processed by OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance the search results?
When a customer searches for a query, the AI uses the embeddings to find the most relevant content from the knowledge base, previous tickets, and other resources. This improves the accuracy of the search results.
How does the AI help in managing the knowledge base?
The AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This reduces the manual work required to maintain the knowledge base.
* This article provides an example of how a fictive company in the Manufacture of ovens and microwaves industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
