BloomBox Nursery has an extensive knowledge base, with articles generated from Word, PowerPoint, PDF files, and data scraped from various plant care websites. However, customers often struggled to find the information they needed, leading to a high number of support tickets.
With Deskhero's advanced AI capabilities, BloomBox was able to transform their knowledge base search. The AI used OpenAI Embeddings from the knowledge base articles, uploaded files, and scraped website data to enhance the search results. This meant that when customers searched for information, they were presented with the most relevant and useful content.
The AI's ability to learn from past interactions also meant that the search results continually improved over time. As more customers used the knowledge base, the AI became better at understanding what information was most useful and relevant.
Furthermore, the AI was able to use the embeddings to generate suggested replies to customer queries. This meant that many queries could be resolved without the need for human intervention, reducing the workload on the customer support team.
Overall, the integration of Deskhero's advanced AI capabilities into BloomBox's knowledge base has led to improved customer self-service, reduced support tickets, and a more efficient use of resources.
How does the AI improve the knowledge base search?
The AI uses OpenAI Embeddings from the knowledge base articles, uploaded files, and scraped website data to enhance the search results. This means that customers are presented with the most relevant and useful content when they make a search.
How does the AI generate suggested replies?
The AI uses the embeddings to understand the context of the query. It then uses this understanding to generate a suitable reply.
How does the AI learn from past interactions?
Every time a customer interacts with the knowledge base or submits a query, the AI uses this data to improve its understanding of what information is most useful and relevant. This allows it to continually improve the search results and suggested replies.
* This article provides an example of how a fictive company in the Nursery Production industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
