AutoMakers Inc. receives thousands of customer queries daily, ranging from technical issues to warranty claims. Managing these queries was a significant challenge until they implemented Deskhero. The platform's ticket management feature, combined with its AI capabilities, has significantly improved response times and customer satisfaction.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This helps the customer support team to quickly find relevant content and generate suggested replies, reducing the time taken to resolve a ticket.
Deskhero's AI also enhances the search results in the knowledge base. When a customer searches for a solution, the AI uses the embeddings to provide the most relevant articles, making self-service more effective.
The custom fields feature allows AutoMakers Inc. to categorize tickets based on the type of issue, the model of the vehicle, etc. This helps in routing the ticket to the right team, further improving the resolution time.
Using the REST API, AutoMakers Inc. has integrated Deskhero with their CRM and ERP systems, providing a unified view of the customer, which improves the quality of support.
How does Deskhero's AI improve the response time?
Deskhero's AI uses OpenAI Embeddings from various sources to find relevant content and generate suggested replies. This reduces the time taken by the support team to find the information and draft a response.
How does Deskhero's AI enhance the search results in the knowledge base?
When a customer searches for a solution in the knowledge base, Deskhero's AI uses the embeddings to provide the most relevant articles, making self-service more effective.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that can be used to integrate it with other systems like CRM and ERP.
* This article provides an example of how a fictive company in the Manufacturing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
