PostPay receives a high volume of customer inquiries daily, ranging from transaction status updates to troubleshooting issues. To manage this, they use Deskhero's ticket management system. The AI capabilities of Deskhero analyze previous tickets, knowledge base articles, and uploaded files to suggest replies, significantly reducing the time spent by customer service representatives on each ticket.
With Deskhero's custom fields and structured data lists, PostPay can categorize and prioritize tickets based on their urgency and type. This allows them to allocate resources more efficiently and ensure that urgent matters are addressed promptly.
PostPay also utilizes Deskhero's knowledge base feature. The AI capabilities of Deskhero generate articles from word, powerpoint, PDF files, and even scrape data from PostPay's website. This provides a comprehensive and up-to-date resource for both customers and customer service representatives.
Deskhero's comprehensive search bar, enhanced by AI, enables PostPay's customer service representatives to quickly find relevant information. The AI uses OpenAI Embeddings from previous tickets and other resources to enhance search results, making it easier to find solutions to customer inquiries.
Finally, PostPay uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration allows them to leverage Deskhero's advanced AI capabilities across their entire customer service operation.
How does Deskhero's AI capabilities help in managing tickets?
Deskhero's AI capabilities analyze previous tickets, knowledge base articles, and uploaded files to suggest replies to new tickets. This reduces the time spent by customer service representatives on each ticket.
How does Deskhero's AI-enhanced search work?
Deskhero's AI uses OpenAI Embeddings from previous tickets and other resources to enhance search results. This makes it easier for customer service representatives to find relevant information quickly.
How does PostPay integrate Deskhero with their existing systems?
PostPay uses Deskhero's REST API to integrate the platform with their existing systems. This allows them to leverage Deskhero's advanced AI capabilities across their entire customer service operation.
* This article provides an example of how a fictive company in the Postal Remittance Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
