PlastiCraft receives numerous customer queries daily regarding their products, assembly instructions, maintenance, and warranty. The company uses Deskhero's ticket management system to efficiently handle these inquiries. The advanced AI capabilities of Deskhero leverage OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies/manuals/presentations to find relevant content and generate suggested replies.
Deskhero's AI also enhances the search results in the platform's comprehensive search bar. When a customer support agent searches for a specific issue, the AI uses the embeddings to provide the most relevant information, significantly reducing the time spent on each ticket.
The company also uses Deskhero's website scraping feature to keep its knowledge base updated with the latest information from their official website. This ensures that the AI always has the most recent data to work with when generating suggested replies or enhancing search results.
PlastiCraft further customizes Deskhero by using its custom fields and user groups features. They create custom fields for specific product details and categorize their customer support agents into user groups based on their expertise. This allows the AI to provide more accurate and personalized suggested replies.
Overall, Deskhero's advanced AI capabilities have enabled PlastiCraft to significantly improve its customer support efficiency and quality.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to provide the most relevant information when a customer support agent searches for a specific issue.
What is the purpose of the website scraping feature?
The website scraping feature is used to keep the knowledge base updated with the latest information from the official website. This ensures that the AI always has the most recent data to work with.
How does PlastiCraft use the custom fields and user groups features?
PlastiCraft creates custom fields for specific product details and categorizes their customer support agents into user groups based on their expertise. This allows the AI to provide more accurate and personalized suggested replies.
* This article provides an example of how a fictive company in the Manufacture of plastic moulded furniture industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
