RockSolid Mining receives numerous customer queries daily regarding their mining operations, safety measures, and product specifications. The company uses Deskhero's AI capabilities to manage these queries efficiently. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content and generate suggested replies.
The AI-powered ticket management system categorizes incoming queries, assigns them to the appropriate support agents, and provides suggested responses based on similar past queries. This not only speeds up the response time but also ensures consistent and accurate information is provided to the customers.
Deskhero's AI also enhances the search results in the knowledge base. When customers search for information, the AI uses the embeddings to provide the most relevant articles, reducing the need for customer support intervention and empowering customers to find solutions independently.
Furthermore, RockSolid Mining uses the custom fields feature to capture specific details about each query, such as the type of material or the mining site in question. This structured data is then used by the AI to further refine the suggested responses and search results.
Overall, Deskhero's advanced AI capabilities have enabled RockSolid Mining to streamline their customer support operations, improve response times, and enhance customer satisfaction.
How does Deskhero's AI categorize incoming queries?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to understand the context of the query and categorize it accordingly. It also uses custom fields data to refine the categorization.
How does Deskhero's AI enhance the search results in the knowledge base?
When a search is made in the knowledge base, Deskhero's AI uses the embeddings from various sources to find the most relevant articles and present them to the user.
How has Deskhero improved RockSolid Mining's customer support operations?
Deskhero's advanced AI capabilities have enabled RockSolid Mining to streamline their customer support operations, improve response times, and enhance customer satisfaction by providing consistent and accurate information.
* This article provides an example of how a fictive company in the Quarrying and mining activities for cement, lime and plaster materials industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
