TimberTech Industries receives a high volume of customer queries daily, ranging from product inquiries to technical support. Using Deskhero's ticket management system, they efficiently categorize and manage these tickets, ensuring no customer query is left unanswered. However, the real game-changer for TimberTech has been Deskhero's advanced AI capabilities.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This information is used to find relevant content which is sent through OpenAIs ChatGPT to generate suggested replies. This not only speeds up the response time but also ensures the accuracy and relevance of the responses.
Furthermore, the AI-enhanced search results have made it easier for the customer support team to find relevant information quickly. This has significantly reduced the time taken to resolve customer queries, thereby improving customer satisfaction.
The custom fields feature allows TimberTech to capture specific information about each query, making it easier to track and resolve. The user groups feature enables them to assign tickets to the right team, further streamlining the process.
With Deskhero, TimberTech Industries has managed to automate and streamline their customer support process, reducing response times and increasing customer satisfaction.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This greatly reduces the time taken to draft a response.
How does the AI-enhanced search work?
The AI-enhanced search uses the same OpenAI Embeddings to improve the relevance and accuracy of search results, making it easier to find the necessary information.
How does Deskhero help in managing customer queries?
Deskhero provides a ticket management system that helps categorize and manage customer queries. It also allows for the creation of custom fields and user groups to capture specific information and assign tickets to the right team.
* This article provides an example of how a fictive company in the Manufacturing of Felled Trees into Building Materials industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
