TravelEase receives a high volume of customer queries daily about bookings, cancellations, and travel advisories. To manage these effectively, they use Deskhero's ticket management system. The AI capabilities of Deskhero analyze the content of each ticket and suggest relevant responses based on previous tickets and knowledge base articles. This significantly reduces the response time and increases the accuracy of the responses.
Deskhero's AI also enhances the search functionality for TravelEase. When a support agent searches for information to resolve a query, the AI uses OpenAI embeddings to find the most relevant content from the knowledge base, previous tickets, and uploaded files like policies and manuals. This ensures that the agent has all the necessary information at their fingertips, improving their efficiency.
TravelEase also leverages 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 up-to-date with the latest information.
The custom fields feature of Deskhero allows TravelEase to categorize tickets based on the type of query, customer location, and other factors. The AI uses this structured data to provide more personalized and accurate responses. This feature has been instrumental in improving the quality of customer service provided by TravelEase.
Overall, Deskhero's AI capabilities have transformed the customer support process at TravelEase. 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.
