ElectroMart utilizes Deskhero's advanced AI capabilities to handle customer inquiries more efficiently. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies for customer service representatives. This has drastically reduced the time spent on crafting responses, leading to quicker resolution times.
The AI also enhances search results, making it easier for customer service reps to find relevant information. This feature has been particularly useful when dealing with complex queries about specific electrical fixtures or supplies.
ElectroMart also uses Deskhero's custom fields and structured data lists to categorize and track customer inquiries. This has helped them identify common issues and trends, enabling them to proactively address these problems and improve their products and services.
Deskhero's user groups feature has allowed ElectroMart to create specialized teams for different product categories. This has improved their service quality as customers are now assisted by representatives with specific knowledge about the product in question.
Overall, Deskhero's AI capabilities have transformed ElectroMart's customer support services, leading to higher customer satisfaction and loyalty.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to understand the context of the inquiry. It then uses this information to generate a suggested reply.
How does the AI enhance search results?
The AI uses the same OpenAI Embeddings to understand the context of the search query and find the most relevant results.
How does ElectroMart use the user groups feature?
ElectroMart uses the user groups feature to create specialized teams for different product categories. This ensures that customers are assisted by representatives with specific knowledge about the product in question.
* This article provides an example of how a fictive company in the Retail sale of electrical fixtures and supplies industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
