MatMasters receives a high volume of customer inquiries daily, which can be challenging to manage. With Deskhero's ticket management system and AI capabilities, they have been able to handle these inquiries more efficiently. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies, significantly reducing the response time.
Deskhero's custom fields and structured data lists allow MatMasters to categorize and prioritize inquiries, ensuring that all customer queries are addressed promptly. The AI-enhanced search results have also made it easier for the customer support team to find relevant information quickly.
The knowledge base feature has been a game-changer for MatMasters, providing customers with self-service options. The AI automatically generates articles from Word, PowerPoint, and PDF files, creating a comprehensive repository of information that customers can access anytime.
MatMasters also uses Deskhero's website scraping feature to keep track of market trends and competitor prices. This data is used by the AI to enhance search results and suggested replies, helping MatMasters stay ahead in the market.
Finally, the REST API has allowed MatMasters to integrate Deskhero with their existing systems, creating a seamless workflow for their customer support team. The use of AI has not only improved efficiency but also increased customer satisfaction rates.
How does the AI generate suggested replies?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to understand the context and content of the inquiry. It then uses this information to generate a relevant reply.
How does the website scraping feature help MatMasters?
The website scraping feature allows MatMasters to gather data from competitor websites. This data is used by the AI to enhance search results and suggested replies, and helps MatMasters stay competitive in the market.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that allows it to be integrated with other systems, creating a seamless workflow for the customer support team.
* This article provides an example of how a fictive company in the Retail sale of carpets, rugs, mats and other floor coverings in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
