MetalMind Inc. receives hundreds of customer queries daily regarding their services, pricing, and trade policies. Managing these queries manually was proving to be a daunting task. With Deskhero, they were able to automate ticket management and ensure that every customer query gets addressed promptly.
The advanced AI capabilities of Deskhero play a crucial role in this process. The AI leverages 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.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information quickly. This has significantly reduced the time taken to resolve customer queries, thereby improving customer satisfaction.
The custom fields feature allows MetalMind Inc. to categorize tickets based on the type of query, making it easier to assign them to the right team member. The kanban board provides a visual representation of the ticket workflow, helping the team stay organized and efficient.
Overall, Deskhero's AI capabilities have helped MetalMind Inc. transform their customer support operations, making them more efficient and effective.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then processed by OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
Deskhero's AI uses the same OpenAI Embeddings to enhance search results, making it easier for the support team to find relevant information quickly.
Can Deskhero categorize tickets based on the type of query?
Yes, Deskhero's custom fields feature allows you to categorize tickets based on the type of query, making it easier to assign them to the right team member.
* This article provides an example of how a fictive company in the Metal and mineral waste and scrap trade industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
