MetalWorks Inc. was struggling with an increasing volume of customer inquiries and complaints, which was affecting their response times and overall customer satisfaction. They needed a solution that could help them manage these inquiries efficiently and provide quick, accurate responses.
By implementing Deskhero, MetalWorks Inc. was able to leverage the platform's advanced AI capabilities to automate their customer support process. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content, which is then sent through OpenAIs ChatGPT to generate suggested replies.
This has significantly reduced the time taken to respond to customer inquiries, as the AI is able to quickly sift through vast amounts of data to find the most relevant information. It also ensures that the responses are accurate and consistent, as they are based on the company's own data and resources.
Furthermore, the AI capabilities have also enhanced the search results on the company's helpdesk, making it easier for customers to find the information they need. This has resulted in a decrease in the number of tickets raised, freeing up the customer support team to focus on more complex issues.
Overall, Deskhero's advanced AI capabilities have enabled MetalWorks Inc. to streamline their customer support operations, improve response times and enhance customer satisfaction.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAIs ChatGPT to generate suggested replies.
How has the AI improved the search results on the helpdesk?
The AI uses the same OpenAI Embeddings to enhance the search results on the helpdesk, making it easier for customers to find the information they need.
What impact has the AI had on the customer support team?
The AI has reduced the volume of tickets raised by customers, freeing up the customer support team to focus on more complex issues. It has also improved the accuracy and consistency of responses, leading to higher customer satisfaction.
* This article provides an example of how a fictive company in the Metal Fabrication industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
