SkyCargo Logistics receives hundreds of inquiries and support requests daily. To manage this volume, they implemented Deskhero's advanced AI capabilities. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to suggest replies to customer queries.
With Deskhero, SkyCargo can automate the process of ticket categorization and prioritization. The AI-powered platform identifies the nature of the query and assigns it to the appropriate team, reducing manual intervention and increasing response time.
The AI capabilities also help in enhancing search results. When a customer service representative searches for a particular issue, the AI uses embeddings to find relevant content from the knowledge base, previous tickets, and other resources, providing comprehensive information to resolve the issue.
Deskhero's ability to generate knowledge base articles from Word, PowerPoint, and PDF files is a significant advantage for SkyCargo. It allows them to quickly update their knowledge base with new policies or procedures, ensuring that the AI always has the most current information to draw from when suggesting replies.
Overall, Deskhero's AI capabilities have significantly improved SkyCargo's customer support efficiency, reducing ticket resolution time and improving customer satisfaction.
How does Deskhero's AI suggest replies to customer queries?
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 sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero help in ticket categorization and prioritization?
Deskhero's AI identifies the nature of the query and assigns it to the appropriate team, reducing manual intervention and increasing response time.
How does Deskhero enhance search results?
When a customer service representative searches for a particular issue, Deskhero's AI uses embeddings to find relevant content from the knowledge base, previous tickets, and other resources, providing comprehensive information to resolve the issue.
* This article provides an example of how a fictive company in the Operation of air cargo warehouses industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
