HomeTech Appliances receives hundreds of customer queries and complaints daily. Before implementing Deskhero, their customer support team struggled with managing and responding to these tickets in a timely manner. With Deskhero's ticket management and kanban board features, they were able to organize and prioritize tickets more efficiently.
However, the real game-changer was Deskhero's advanced AI capabilities. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data, Deskhero was able to generate suggested replies for the support team. This significantly reduced the time taken to respond to customer queries.
Deskhero's AI also enhanced the search results within the platform. When a new ticket is created, the AI searches through all the available data to find relevant content that could help in resolving the issue. This feature has proven invaluable in dealing with complex issues that require deep product knowledge.
The custom fields feature allowed HomeTech to categorize tickets based on product type, issue, and other relevant parameters. This made it easier for the support team to handle and resolve tickets.
Overall, Deskhero's AI capabilities have helped HomeTech Appliances improve their customer support service, reduce response times, and increase customer satisfaction.
How does Deskhero's AI suggest replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other data to generate suggested replies. These suggestions are based on the context of the ticket and the available data.
How does Deskhero's AI enhance search results?
When a new ticket is created, Deskhero's AI searches through all the available data to find relevant content. This includes previous tickets, knowledge base articles, uploaded files, and scraped website data.
Can Deskhero's AI handle complex issues?
Yes, Deskhero's AI is designed to handle complex issues. It uses all the available data to find relevant content that could help in resolving the issue. However, the final decision is always in the hands of the support team.
* This article provides an example of how a fictive company in the Manufacturing of consumer appliances industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
