MediaMaze receives a significant volume of customer queries daily, ranging from product inquiries to technical support requests. They use Deskhero's ticket management system to handle these requests efficiently. The advanced AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies to new tickets, significantly reducing the response time.
The AI also enhances the search results within the platform. When a customer service representative searches for a solution to a customer's problem, the AI uses OpenAI Embeddings to find relevant content from the knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This feature ensures that the representative can provide accurate and quick responses to customers.
MediaMaze also uses Deskhero's AI capabilities to generate knowledge base articles from Word, PowerPoint, and PDF files. This feature allows them to quickly update their knowledge base with the latest product manuals and technical guides, ensuring that their representatives always have the most up-to-date information.
Furthermore, MediaMaze uses the custom fields feature to categorize tickets based on the type of media storage device involved. This categorization helps the AI to provide more accurate suggestions for replies and search results.
Overall, Deskhero's advanced AI capabilities have enabled MediaMaze to provide faster and more accurate customer support, resulting in improved customer satisfaction.
How does Deskhero's AI suggest replies to tickets?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies to new tickets. It uses OpenAI Embeddings to find relevant content, which is then sent through OpenAI's ChatGPT to generate the suggested replies.
How does Deskhero's AI enhance search results?
When a search is performed on the platform, Deskhero's AI uses OpenAI Embeddings to find relevant content from the knowledge base articles, uploaded files, and scraped website data. This ensures that the search results are comprehensive and relevant.
How does MediaMaze use the custom fields feature?
MediaMaze uses the custom fields feature to categorize tickets based on the type of media storage device involved. This helps the AI to provide more accurate suggestions for replies and search results.
* This article provides an example of how a fictive company in the Retail sale of film and digital media storage devices in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
