Previously, MetalMasters Inc. struggled with managing customer queries and complaints efficiently. The influx of tickets was overwhelming, and the manual process of sorting and responding to them was time-consuming and prone to errors.
With Deskhero, MetalMasters Inc. has been able to automate ticket management using the platform's AI capabilities. The system uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This has significantly reduced the time taken to respond to customer queries.
Deskhero's AI also enhances the search results, making it easier for the customer support team to find relevant information quickly. This has improved the quality of responses and increased customer satisfaction.
Furthermore, the use of custom fields and structured data lists has allowed MetalMasters Inc. to categorize and prioritize tickets effectively. The kanban board provides a visual representation of the ticket workflow, enabling the team to track progress and identify bottlenecks.
Overall, Deskhero's advanced AI capabilities have transformed the customer support process at MetalMasters Inc., resulting in improved efficiency and customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's 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 OpenAI's ChatGPT to generate suggested replies.
How does Deskhero improve the search results?
Deskhero uses advanced AI to enhance search results. It leverages the same OpenAI embeddings used for generating replies to find the most relevant information based on the search query.
How does Deskhero help in managing tickets?
Deskhero provides features like structured data lists, custom fields, and a kanban board to manage tickets effectively. These tools allow for efficient categorization, prioritization, and tracking of tickets.
* This article provides an example of how a fictive company in the Metal Finishing and Plating Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
