PharmaDirect receives thousands of customer inquiries daily, ranging from product questions to order status updates. To manage this volume, they implemented Deskhero's ticket management system. The AI capabilities analyze the content of each ticket, categorizing them based on urgency and topic, and automatically assigning them to the appropriate support agent. This has significantly reduced response times and improved customer satisfaction.
Deskhero's AI also enhances the knowledge base by generating articles from uploaded files like product manuals and presentations. This feature has been instrumental in creating a comprehensive and easily accessible repository of product information for both customers and support agents. It has reduced the time spent by agents on searching for product information and increased the accuracy of their responses.
PharmaDirect also uses Deskhero's website scraping feature to keep their knowledge base up-to-date with the latest pharmaceutical research and guidelines. The AI capabilities analyze the scraped data and update the knowledge base accordingly, ensuring that the information provided to customers is always current and accurate.
Furthermore, Deskhero's AI generates suggested replies for support agents based on previous tickets and knowledge base articles. This not only speeds up the response process but also ensures consistency and accuracy in the information provided to customers.
Overall, PharmaDirect has experienced a significant improvement in their customer support operations since implementing Deskhero. The platform's AI capabilities have enabled them to provide faster and more accurate responses to customer inquiries, improving customer satisfaction and increasing sales.
How does Deskhero's AI categorize tickets?
Deskhero's AI uses OpenAI Embeddings to analyze the content of each ticket and categorize them based on urgency and topic. This helps in efficient ticket management and faster response times.
How does Deskhero's AI enhance the knowledge base?
Deskhero's AI can generate knowledge base articles from uploaded files like product manuals and presentations. It also uses website scraping to keep the knowledge base updated with the latest pharmaceutical research and guidelines.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses previous tickets and knowledge base articles to generate suggested replies for support agents. This helps in providing consistent and accurate responses to customer inquiries.
* This article provides an example of how a fictive company in the Medical Care industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
