LorryParts Unlimited receives hundreds of inquiries daily regarding part specifications, availability, and compatibility. To manage this volume, they utilize Deskhero's ticket management system. The advanced AI capabilities of Deskhero analyze previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies, significantly reducing the time spent on each ticket.
The AI also enhances the search results within the platform, making it easier for the support team to find relevant information quickly. This has resulted in faster response times and increased customer satisfaction.
Deskhero's AI capabilities also help in managing the company's knowledge base. It can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This has made it easier for the company to keep their knowledge base up-to-date and comprehensive.
With the use of custom fields and structured data lists, LorryParts Unlimited has been able to categorize and organize their tickets better. This has improved their workflow and made it easier to track and resolve issues.
Overall, Deskhero's advanced AI capabilities have enabled LorryParts Unlimited to provide more efficient and effective customer support.
How does the AI generate suggested replies?
The 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 the AI enhance search results?
The AI uses the same OpenAI Embeddings to enhance the search results within the platform. It analyzes the search query and finds the most relevant content from the available resources.
How does the AI help in managing the knowledge base?
The AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This makes it easier to keep the knowledge base up-to-date and comprehensive.
* This article provides an example of how a fictive company in the Parts Sales for Lorries, Buses and Specialised Motor Vehicles industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
