TradeTalk Publications receives a high volume of customer queries every day. Managing these queries was a significant challenge for their customer support team. With Deskhero's advanced AI capabilities, they were able to automate the ticket management process. The AI system categorizes and prioritizes tickets, enabling the team to address critical issues promptly.
The AI also improves the search results within the platform. By using OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data, it provides more relevant and precise search results. This feature has reduced the time spent by the support team in finding information to resolve customer queries.
Deskhero's AI also generates suggested replies for the customer support team. By analyzing the context of the customer's query and the information available in the knowledge base and other resources, it provides accurate and helpful responses. This feature has not only improved the speed of response but also its quality, leading to higher customer satisfaction.
TradeTalk Publications also uses the AI capabilities to maintain their knowledge base. The AI system automatically generates articles from Word, PowerPoint, PDF files, and even scrapes data from their website. This feature has significantly reduced the manual effort required to update the knowledge base, ensuring it is always up-to-date and comprehensive.
Overall, the use of Deskhero's advanced AI capabilities has revolutionized TradeTalk Publications' customer support services. It has improved their efficiency, effectiveness, and customer satisfaction.
How does the AI system categorize and prioritize tickets?
The AI system analyzes the content of the ticket and categorizes it based on its urgency and complexity. It uses OpenAI embeddings from previous tickets and other resources to understand the context and determine the priority.
How does the AI system improve the search results?
The AI system uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to provide more relevant and precise search results.
How does the AI system generate suggested replies?
The AI system analyzes the customer's query and searches the knowledge base and other resources for relevant information. It then uses this information to generate a suggested reply that is accurate and helpful.
* This article provides an example of how a fictive company in the Publication of professional and trade journals industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
