ElectroHub receives hundreds of customer inquiries daily, ranging from product specifications to troubleshooting requests. Using Deskhero's AI capabilities, they have significantly reduced their response times. The AI leverages OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to generate suggested replies, drastically reducing the time spent by support agents on each ticket.
Deskhero's AI also enhances the search results in the knowledge base. When customers use the comprehensive search bar, the AI uses the same embeddings to provide more relevant search results, often resolving customer queries without the need for a support agent.
ElectroHub also uses Deskhero's AI to scrape their website for updates and changes. This ensures that the AI is always up-to-date with the latest product information and can provide accurate responses to customer queries.
The custom fields feature allows ElectroHub to categorize tickets based on the type of query, product category, or any other relevant factor. This helps in routing the ticket to the most suitable agent, further improving response times.
Lastly, using Deskhero's REST API, ElectroHub has integrated the platform with their existing CRM system. This allows for seamless data exchange and ensures that the customer support team has all the necessary information at their fingertips.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI embeddings to generate suggested replies based on previous tickets, knowledge base articles, and other sources. This reduces the time spent by support agents on each ticket, thus improving response times.
How does Deskhero ensure that the AI is always up-to-date with the latest product information?
Deskhero's AI can scrape the company's website for updates and changes, ensuring that it always has the most recent product information.
Can Deskhero be integrated with existing CRM systems?
Yes, using Deskhero's REST API, it can be integrated with existing CRM systems for seamless data exchange.
* This article provides an example of how a fictive company in the Retail sale of electronics and telecommunications equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
