Prawn Plaza uses Deskhero's AI capabilities to analyze previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations and scraped website data. This enables them to provide quick and accurate responses to customer inquiries, improving customer satisfaction and reducing response times.
The AI feature also helps in managing tickets more efficiently. It categorizes and prioritizes tickets based on their content and urgency, ensuring that critical issues are addressed promptly. This has significantly reduced the backlog of unresolved tickets, improving the overall efficiency of the support team.
Deskhero's AI also enhances the search results in the knowledge base. When a customer searches for information, the AI uses OpenAI Embeddings to find the most relevant content from the knowledge base, uploaded files, and the website. This has improved the self-service experience for customers, reducing the number of support tickets.
Furthermore, the AI generates suggested replies for the support team based on the analyzed data. This not only speeds up the response time but also ensures consistency and accuracy in the responses. The support team can customize these responses as needed, providing a personalized experience for the customers.
Finally, Prawn Plaza uses Deskhero's REST API to integrate the platform with their existing systems. This provides a seamless experience for the support team and allows them to leverage the AI capabilities across different platforms.
How does the AI prioritize support tickets?
The AI analyzes the content of the tickets and categorizes them based on their urgency and complexity. Critical issues are given higher priority.
Can the suggested replies generated by the AI be customized?
Yes, the support team can customize the suggested replies as needed to provide a personalized experience for the customers.
How does the AI enhance the search results in the knowledge base?
The AI uses OpenAI Embeddings to find the most relevant content from the knowledge base, uploaded files, and the website, improving the accuracy of the search results.
* This article provides an example of how a fictive company in the Retail sale of crustaceans in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
