SkillMaster's customer support team was overwhelmed with a high volume of repetitive queries about course details, certification processes, and technical issues. The team used Deskhero's advanced AI capabilities to automate responses to these common questions, freeing up their time to handle more complex queries.
By leveraging OpenAI Embeddings, Deskhero analyzed previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to understand the context and content of typical customer queries. This information was then used to generate suggested replies, significantly reducing response times.
Deskhero's AI also enhanced the search results on SkillMaster's helpdesk, making it easier for customers to find relevant information. This reduced the number of tickets raised, further easing the load on the customer support team.
SkillMaster also utilized Deskhero's custom fields and structured data lists to categorize and prioritize tickets, ensuring that urgent or complex queries were addressed promptly. The kanban board provided a visual representation of the ticket workflow, making it easy to track progress and identify bottlenecks.
Overall, Deskhero's AI capabilities have enabled SkillMaster to provide faster, more efficient customer support, improving customer satisfaction and retention.
How has Deskhero's AI improved response times?
Deskhero's AI uses OpenAI Embeddings to analyze previous tickets and other resources to understand common queries and generate suggested replies. This automation has significantly reduced response times.
How has Deskhero helped reduce the number of tickets raised?
By enhancing the search results on the helpdesk, Deskhero's AI has made it easier for customers to find relevant information, reducing the need to raise a ticket.
How does SkillMaster use Deskhero's custom fields and structured data lists?
SkillMaster uses these features to categorize and prioritize tickets, ensuring that urgent or complex queries are addressed promptly.
* This article provides an example of how a fictive company in the Occupational Training and Certification industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
