MarineFix receives a high volume of customer queries daily, ranging from simple inquiries to complex technical issues. The company leverages Deskhero's advanced AI capabilities to manage these tickets efficiently. The AI uses 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 spent by customer support agents on each ticket.
Deskhero's AI also enhances the search results in MarineFix's knowledge base. When customers search for solutions to their issues, the AI uses the same OpenAI embeddings to provide the most relevant articles, making self-service more effective and reducing the load on the support team.
MarineFix also uses Deskhero's AI to automatically categorize incoming tickets based on their content. This allows the company to route tickets to the most appropriate support agent, improving response times and customer satisfaction.
The company has also integrated Deskhero's REST API into their existing systems, allowing them to automate the creation of tickets from emails and other channels. This further reduces the workload on their support team and ensures that no customer query goes unnoticed.
Overall, Deskhero's advanced AI capabilities have allowed MarineFix to significantly improve their customer support efficiency and service quality.
How does Deskhero's AI help in managing tickets?
Deskhero's AI uses OpenAI embeddings from various sources to find relevant content for each ticket. This content is then used to generate suggested replies, reducing the time spent by support agents on each ticket.
How does Deskhero improve the effectiveness of the knowledge base?
When customers search for solutions in the knowledge base, Deskhero's AI uses OpenAI embeddings to provide the most relevant articles. This makes self-service more effective and reduces the load on the support team.
How does MarineFix use Deskhero's REST API?
MarineFix has integrated Deskhero's REST API into their existing systems to automate the creation of tickets from emails and other channels. This ensures that no customer query goes unnoticed.
* This article provides an example of how a fictive company in the Pleasure Boat Repair industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
