OceanLine Cruises receives a wide range of customer queries daily, from booking inquiries to on-board service requests. Managing these effectively was a challenge until they implemented Deskhero. The platform's ticket management feature enabled them to categorize and prioritize tickets, ensuring timely resolution of customer issues.
Using Deskhero's custom fields, OceanLine structured data according to their specific needs, making it easier to track and manage customer interactions. User groups were created for different departments like reservations, on-board services, and customer relations, improving coordination and efficiency.
OceanLine 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 not only reduced the response time but also 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 OceanLine's existing systems, enabling a unified view of customer interactions across all channels. This helped OceanLine 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.
