PlumbTech Innovations receives hundreds of customer queries daily, ranging from product inquiries to troubleshooting requests. To manage these effectively, they utilize Deskhero's ticket management system. The advanced AI capabilities of Deskhero help in categorizing these tickets based on their content, ensuring that they are directed to the right support agent.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This helps in finding relevant content for each ticket, which is then sent through OpenAI's ChatGPT to generate suggested replies. This significantly reduces the time taken to respond to customer queries and improves the overall efficiency of the support team.
Deskhero's AI capabilities also enhance the search results on PlumbTech's knowledge base. When customers search for solutions, the AI uses the embeddings to find the most relevant articles and presents them at the top of the search results. This self-service approach reduces the load on the support team and improves customer satisfaction.
Furthermore, PlumbTech uses Deskhero's REST API to integrate the platform with their existing CRM and ERP systems. This allows for seamless data exchange and ensures that all customer interactions are tracked and analyzed for continuous improvement.
Overall, Deskhero's advanced AI capabilities have enabled PlumbTech Innovations to significantly improve their customer support operations, leading to higher customer satisfaction and increased operational efficiency.
How does Deskhero's AI categorize tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to understand the content of each ticket. It then categorizes them based on this understanding, ensuring they are directed to the right support agent.
How does Deskhero improve the search results in the knowledge base?
Deskhero's AI uses the embeddings to understand the context of each search query. It then finds the most relevant articles from the knowledge base and presents them at the top of the search results.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that can be used to integrate the platform with other systems such as CRM and ERP.
* This article provides an example of how a fictive company in the Manufacturing Plumbing Fittings from Plastic industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
