Harmony Strings receives numerous customer inquiries daily, ranging from product specifications to maintenance queries. With Deskhero, they can manage these tickets effectively using the kanban board. The AI capabilities help in suggesting replies based on previous tickets, knowledge base articles, and uploaded files like manuals.
The AI also enhances the search results, making it easier for the support team to find relevant content quickly. This has significantly reduced the time taken to respond to customer queries, improving customer satisfaction.
Harmony Strings also uses the custom fields feature to categorize their tickets based on the type of instrument. This helps in routing the tickets to the right team, ensuring faster resolution.
The company has also utilized the knowledge base feature to create a comprehensive repository of information. The AI capabilities help in generating articles from word, powerpoint, and pdf files, making it easier for the team to update the knowledge base.
With Deskhero, Harmony Strings has been able to improve their customer support efficiency, reduce response time, and increase customer satisfaction.
How does the AI suggest replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance search results?
The AI uses OpenAI Embeddings to understand the context of the search query and find the most relevant content from the tickets, knowledge base, and uploaded files.
How does the custom fields feature help in ticket management?
The custom fields feature allows you to categorize your tickets based on various parameters. This helps in routing the tickets to the right team, ensuring faster resolution.
* This article provides an example of how a fictive company in the Manufacturing Musical Instruments industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
