HomeShop receives a multitude of customer queries daily about product details, order status, returns, and refunds. To manage these, they use Deskhero's ticket management system. Deskhero's AI analyzes each ticket's content and suggests appropriate responses based on previous tickets, knowledge base articles, and uploaded files like product manuals and return policies. This helps HomeShop to provide prompt and accurate responses, enhancing customer satisfaction.
Deskhero's AI also improves the search functionality for HomeShop. When a support agent needs information to address a query, the AI uses OpenAI embeddings to find the most relevant content from the knowledge base, previous tickets, and uploaded files. This ensures that the agent quickly finds the necessary information, improving their efficiency and reducing response times.
HomeShop also uses Deskhero's AI to generate knowledge base articles. The AI can scrape data from the company's website and convert Word, PowerPoint, and PDF files into articles. This not only saves time but also ensures that the knowledge base is always updated with the latest information.
HomeShop uses Deskhero's custom fields feature to categorize tickets based on the type of query, product category, and other factors. The AI uses this structured data to provide more personalized and accurate responses. This feature has significantly improved the quality of customer service provided by HomeShop.
Overall, Deskhero's AI capabilities have revolutionized the customer support process at HomeShop. The AI not only reduces the workload of the support team but also improves customer satisfaction by providing quick and accurate responses.
How does Deskhero's AI suggest responses to tickets?
Deskhero's AI analyzes the content of each ticket and uses OpenAI embeddings to find relevant content from previous tickets, knowledge base articles, and uploaded files. It then sends this content through OpenAI's ChatGPT to generate a suggested response.
How does Deskhero's AI enhance the search functionality?
When a support agent searches for information, Deskhero's AI uses OpenAI embeddings to find the most relevant content from the knowledge base, previous tickets, and uploaded files. This ensures that the agent has all the necessary information at their fingertips.
How does Deskhero's AI generate knowledge base articles?
Deskhero's AI can scrape data from the company's website and convert Word, PowerPoint, and PDF files into knowledge base articles. This ensures that the knowledge base is always up-to-date with the latest information.
* This article provides an example of how a fictive company in the Online Agents industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
