SkyHigh Airlines receives thousands of customer queries daily, ranging from flight status inquiries to baggage claims. Managing these queries was a challenge until they implemented Deskhero. The platform's ticket management feature allowed them to categorize and prioritize tickets effectively, ensuring no customer query was left unanswered.
With Deskhero's custom fields, the airline was able to structure data according to their specific needs, making it easier to track and manage customer interactions. User groups were created for different departments like reservations, baggage claims, and customer relations, which improved inter-departmental coordination.
The airline leveraged Deskhero's advanced AI capabilities to enhance their customer support. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals to generate suggested replies. This significantly reduced the response time and improved the quality of responses.
Deskhero's AI also enhanced search results, making it easier for customer support agents to find relevant information quickly. This was particularly useful in handling complex queries that required referencing multiple sources.
Finally, the REST API provided seamless integration with the airline's existing systems, enabling a unified view of customer interactions across all channels. This helped the airline deliver a consistent and personalized customer experience.
How does Deskhero's AI improve response time?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. This reduces the time spent by agents in crafting responses, thereby improving response time.
How does Deskhero enhance search results?
Deskhero's AI uses OpenAI Embeddings to enhance search results. It leverages data from previous tickets, knowledge base articles, and uploaded files to provide more relevant search results.
Can Deskhero be integrated with existing systems?
Yes, Deskhero's REST API allows for seamless integration with existing systems, enabling a unified view of customer interactions across all channels.
* This article provides an example of how a fictive company in the Passenger Transportation Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
