Oceanic Logistics receives hundreds of support tickets daily, ranging from shipment tracking inquiries to technical issues with the client portal. Using Deskhero's AI-powered ticket management system, these tickets are automatically sorted and prioritized based on their urgency and complexity. This reduces the manual workload for the support team, allowing them to focus on resolving complex issues.
The company also utilizes Deskhero's AI capabilities to improve the efficiency of their knowledge base. The AI scans through previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content is then used to generate comprehensive and accurate responses to customer queries.
Deskhero's AI capabilities extend to the platform's search bar as well. The AI enhances search results by using OpenAI Embeddings to find the most relevant content based on the user's query. This has significantly improved the speed and accuracy of information retrieval for both the support team and the customers.
Furthermore, the AI generates suggested replies for the support team based on the context of the customer's query. This not only speeds up the response time but also ensures consistency and accuracy in the responses.
Overall, the integration of Deskhero's advanced AI capabilities into their customer support operations has enabled Oceanic Logistics to provide faster, more efficient, and more accurate support to their customers.
How does Deskhero's AI prioritize support tickets?
Deskhero's AI analyzes the content of the support tickets and categorizes them based on their urgency and complexity. This allows the support team to focus on the most critical issues first.
How does the AI improve the efficiency of the knowledge base?
The AI scans through all available resources - previous tickets, knowledge base articles, uploaded files, and scraped website data - to find relevant content. This content is then used to generate comprehensive and accurate responses to customer queries.
How does the AI enhance search results?
The AI uses OpenAI Embeddings to find the most relevant content based on the user's query. This improves the speed and accuracy of information retrieval.
* This article provides an example of how a fictive company in the Maritime Logistics Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
