Oriental Carpet Creations receives a wide variety of customer support tickets, ranging from simple product inquiries to complex custom orders. To manage these tickets effectively, they use Deskhero's advanced AI capabilities. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content and generate suggested replies.
When a new ticket is created, the AI scans the content of the ticket and compares it to the embeddings. It then generates a suggested reply, which is sent to the customer support representative for review. This process not only speeds up the response time but also ensures that the responses are accurate and relevant to the customer's query.
Deskhero's AI also helps Oriental Carpet Creations to prioritize their tickets. The AI analyzes the content of each ticket and assigns it a priority level based on factors such as the complexity of the issue and the customer's purchase history. This feature enables the support team to focus on the most urgent tickets first, improving their efficiency and customer satisfaction.
In addition to managing tickets, Deskhero's AI also enhances the company's knowledge base. The AI uses the embeddings to find the most relevant articles when a customer or a support representative searches for information. This feature reduces the number of support tickets and makes it easier for customers to find the information they need.
By using Deskhero's advanced AI capabilities, Oriental Carpet Creations has been able to improve their ticket management process, provide faster and more accurate responses, and enhance their knowledge base, leading to higher customer satisfaction and more efficient operations.
How does the AI help manage customer support tickets?
The AI scans the content of each ticket and uses OpenAI Embeddings to generate a suggested reply. It also analyzes the content of each ticket and assigns it a priority level, helping the support team to focus on the most urgent tickets first.
How does the AI enhance the knowledge base?
The AI uses the embeddings to find the most relevant articles when a customer or a support representative searches for information in the knowledge base.
How does the AI improve over time?
The AI learns from each interaction, refining its embeddings and improving its ability to generate accurate, helpful responses. This continuous learning process ensures that the AI stays up-to-date with the latest product information and customer trends.
* This article provides an example of how a fictive company in the Retail sale of handmade carpets industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
