CementWorks Ltd. receives a high volume of customer inquiries daily. They use Deskhero's ticket management system to handle these inquiries. The AI capabilities of Deskhero analyze the content of these tickets, along with knowledge base articles and uploaded files, to suggest relevant replies. This has drastically reduced the time spent by customer service representatives on each ticket.
The company also uses Deskhero's custom email domains and user groups to streamline communication. The AI enhances search results within these groups, allowing the team to quickly find and share relevant information.
CementWorks Ltd. maintains a comprehensive knowledge base, with articles generated from various file formats. The AI capabilities of Deskhero scrape this data and use it to improve suggested replies and search results, further enhancing the efficiency of their customer service.
Through Deskhero's REST API, the platform is integrated with CementWorks Ltd.'s existing systems. This allows for real-time updates and ensures that all information is readily available when needed.
All in all, Deskhero's advanced AI capabilities have greatly improved the efficiency and effectiveness of CementWorks Ltd.'s customer service. The platform's ability to learn from past interactions and suggest relevant responses has led to quicker resolution times and higher customer satisfaction.
How does the AI suggest replies to customer inquiries?
The AI analyzes previous tickets, knowledge base articles, and uploaded files to understand the context of the inquiry. It then uses this information to suggest a relevant reply.
How does the AI enhance search results within user groups?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then used to enhance the search results within user groups.
How does the REST API integration work?
The REST API allows Deskhero to be integrated with existing systems. This enables real-time updates and ensures that all necessary information is readily available.
* This article provides an example of how a fictive company in the Manufacturing of cement blocks and bricks industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
