CaravanCraft receives numerous customer inquiries daily about their products, assembly instructions, maintenance, and other related topics. They use Deskhero's advanced AI capabilities to manage these inquiries efficiently. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content.
Whenever a customer raises a ticket, the AI suggests replies based on the information available in the knowledge base and previous tickets. This not only reduces the response time but also ensures that the answers are accurate and consistent.
The AI also enhances the search results in the knowledge base. When a customer searches for a topic, the AI uses the embeddings to find the most relevant articles and presents them in a structured manner. This feature has significantly improved the customer experience on CaravanCraft's support portal.
CaravanCraft also uses Deskhero's custom fields and user groups features to categorize the tickets effectively. This helps them prioritize the tickets and assign them to the right support teams.
Overall, Deskhero's advanced AI capabilities have helped CaravanCraft enhance their customer support services and manage their knowledge base more effectively.
How does the AI suggest replies to the tickets?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. It then sends this content through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance the search results in the knowledge base?
The AI uses the embeddings to find the most relevant articles based on the search query. It presents these articles in a structured manner, thus enhancing the search results.
How does CaravanCraft use the custom fields and user groups features?
CaravanCraft uses the custom fields to categorize the tickets based on their nature and urgency. They use the user groups feature to assign these tickets to the right support teams.
* This article provides an example of how a fictive company in the Production and assembly of complete caravans industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
