FurniMart uses Deskhero's advanced AI capabilities to manage their high volume of customer queries. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This significantly reduces the time taken to resolve customer queries and improves the overall customer experience.
The AI also enhances search results, making it easier for FurniMart's customer support team to find relevant information quickly. This has resulted in a more efficient helpdesk service, with faster response times and higher customer satisfaction rates.
FurniMart also uses Deskhero's custom fields and structured data lists to categorize and track customer queries. This helps them identify common issues and trends, which can be addressed proactively to prevent future problems.
Deskhero's user groups feature allows FurniMart to assign specific queries to the most suitable team members. This ensures that each query is handled by someone with the right expertise, further improving the quality of their customer support.
Finally, FurniMart uses Deskhero's REST API to integrate their customer support system with other business applications. This provides a seamless experience for both their customers and their support team, making it easier to manage and resolve queries.
How does the AI generate suggested replies?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This is done using OpenAI's ChatGPT technology.
How does the AI enhance search results?
The AI uses the same OpenAI embeddings to enhance search results. It identifies relevant content based on the search query and presents it in a structured and easy-to-understand format.
How does FurniMart use the REST API?
FurniMart uses the REST API to integrate their customer support system with other business applications. This provides a seamless experience for both their customers and their support team.
* This article provides an example of how a fictive company in the Retail sale of furniture in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
