ParcelPro uses Deskhero's AI capabilities to manage and respond to customer queries more efficiently. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
Deskhero's AI also enhances search results, making it easier for customer support agents to find relevant information quickly. This feature has proven particularly useful when dealing with complex queries that require detailed responses.
The custom fields feature allows ParcelPro to categorize tickets based on specific criteria, such as the type of query or the customer's location. This helps in prioritizing tickets and assigning them to the right team or agent.
ParcelPro also utilizes Deskhero's user groups feature to create specialized teams for handling different types of queries. This ensures that each query is handled by an agent with the appropriate expertise, improving the quality of customer service.
Finally, the REST API allows ParcelPro to integrate Deskhero with their existing systems, ensuring a seamless flow of data and enhancing overall operational efficiency.
How does Deskhero's AI enhance customer support operations?
Deskhero's AI uses OpenAI embeddings from various sources to find relevant content, which is then used to generate suggested replies to customer queries. It also enhances search results, making it easier for agents to find the information they need.
How does ParcelPro use Deskhero's custom fields and user groups features?
ParcelPro uses custom fields to categorize tickets based on specific criteria, and user groups to create specialized teams for handling different types of queries. This helps in prioritizing tickets and ensuring that each query is handled by an agent with the appropriate expertise.
Can Deskhero be integrated with existing systems?
Yes, Deskhero's REST API allows it to be integrated with existing systems, ensuring a seamless flow of data and enhancing overall operational efficiency.
* This article provides an example of how a fictive company in the Parcel Shipping & Tracking Solutions industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
