SportyThreads leverages Deskhero's AI capabilities to manage their tickets efficiently. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to suggest relevant replies. This has drastically reduced the time taken to respond to customer queries and has also improved the quality of responses.
The company also uses the custom fields feature to categorize tickets based on the type of sportswear product. This helps in routing the tickets to the right team, ensuring faster resolution of issues.
Deskhero's knowledge base feature is used to create a comprehensive repository of information related to their products. The AI capabilities are used to generate articles from word, powerpoint, pdf files which are then made available to customers. This self-service option has reduced the number of tickets, freeing up the customer support team to focus on more complex issues.
SportyThreads also uses the website scraping feature to keep track of customer reviews and feedback on various platforms. The AI capabilities analyze this data to identify common issues and trends, helping the company to proactively address them.
The REST API feature is used to integrate Deskhero with their existing systems, ensuring seamless data flow and improved efficiency.
How does the AI suggest replies to tickets?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to find relevant content. This content is then sent through OpenAIs ChatGPT to generate suggested replies.
How does the knowledge base reduce the number of tickets?
The knowledge base provides a self-service option for customers where they can find information related to products. This reduces the need for customers to raise tickets for basic queries.
How does the website scraping feature help in improving customer service?
The website scraping feature collects customer reviews and feedback from various platforms. The AI capabilities analyze this data to identify common issues and trends, helping the company to proactively address them.
* This article provides an example of how a fictive company in the Manufacture of sportswear industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
