Handwoven Harmony receives a diverse range of customer inquiries, from questions about their products to requests for custom orders. To handle these inquiries efficiently, 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 customer sends an inquiry, the AI scans the content of the message 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 tailored to the customer's query.
Deskhero's AI also helps Handwoven Harmony to manage their customer support tickets. The AI analyzes the content of each ticket and assigns it a priority level, enabling the support team to focus on the most important tickets first. This feature improves the efficiency of the support team and increases customer satisfaction.
In addition to managing tickets and generating suggested replies, 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 leveraging Deskhero's advanced AI capabilities, Handwoven Harmony has been able to optimize their customer support, provide faster and more accurate responses, and enhance their knowledge base, leading to improved customer satisfaction and more efficient operations.
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 find relevant content. It then uses this content to generate a suggested reply.
How does the AI help manage customer support tickets?
The AI analyzes the content of each ticket and assigns it a priority level, enabling the support team to focus on the most important 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.
* 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.
