CocoaCraft receives hundreds of customer inquiries daily, ranging from product-related questions to complaints. The company uses Deskhero's ticket management feature to organize these inquiries effectively. However, the volume of tickets often overwhelms the support team, leading to delayed responses.
Deskhero's advanced AI capabilities come into play here. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This significantly reduces the time taken to respond to tickets, improving customer satisfaction.
The AI also enhances the search results within the platform. When a support agent searches for information to resolve a ticket, the AI uses the embeddings to find the most relevant content. This feature has reduced the time taken to resolve tickets at CocoaCraft.
CocoaCraft also uses Deskhero's knowledge base feature to provide self-help options to customers. The AI capabilities of Deskhero enable the automatic generation of knowledge base articles from Word, PowerPoint, PDF files, and even scraped website data. This has led to a comprehensive and up-to-date knowledge base that customers find very useful.
Overall, Deskhero's AI capabilities have transformed customer support at CocoaCraft. The company has seen a significant reduction in response times and an increase in customer satisfaction scores.
How does Deskhero's AI suggest replies to tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This helps in quickly addressing customer queries.
How does Deskhero's AI enhance search results?
When a support agent searches for information to resolve a ticket, Deskhero's AI uses the embeddings to find the most relevant content. This speeds up the resolution process.
How does Deskhero's AI help in maintaining the knowledge base?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scraped website data. This ensures the knowledge base is always comprehensive and up-to-date.
* This article provides an example of how a fictive company in the Packaging of Finished Cocoa Products industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
