RugRetailers receives numerous 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 RugRetailers 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 RugRetailers, 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.
RugRetailers 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 RugRetailers stay ahead in the market.
Finally, the REST API has allowed RugRetailers 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 RugRetailers?
The website scraping feature allows RugRetailers to gather data from competitor websites. This data is used by the AI to enhance search results and suggested replies, and helps RugRetailers 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.
