Fur Finery's customer service team was struggling with a high volume of incoming queries and complaints. They needed a solution that could help them manage and respond to these tickets efficiently. With Deskhero's advanced AI capabilities, they were able to automate ticket management and generate suggested replies based on previous tickets and knowledge base articles.
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This feature has significantly reduced the time spent by customer support agents on researching and crafting responses, enabling them to focus more on complex issues that require human intervention.
The AI also enhances the search results in the knowledge base, making it easier for customers to find relevant information. This has led to a decrease in the number of tickets raised, as customers are able to resolve their issues through the self-service portal.
Additionally, Fur Finery uses Deskhero's custom fields and user groups to categorize and prioritize tickets. This ensures that high-priority issues are addressed promptly, improving customer satisfaction.
Overall, Deskhero's advanced AI capabilities have enabled Fur Finery to provide a superior customer service experience, while also reducing the workload of their customer support team.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results in the knowledge base?
The AI uses OpenAI Embeddings to find relevant content in the knowledge base, improving the accuracy of search results.
Can Deskhero's AI handle all customer queries?
While Deskhero's AI can handle many common queries, it is designed to assist customer support agents rather than replace them. Complex issues that require human intervention are still handled by customer support agents.
* This article provides an example of how a fictive company in the Retail sale of fur accessories (scarves, collars etc.) in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
