ThinRemoverCo has an extensive knowledge base that includes information about their products, usage instructions, safety precautions, and more. However, they found that customers often struggled to find the information they needed.
To address this, ThinRemoverCo implemented Deskhero's AI capabilities. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to understand the context of the search query. It then finds the most relevant content from the knowledge base, past tickets, and other resources to provide the best possible search results.
This significantly improved the customer's self-service experience, as they could easily find the information they needed. This also reduced the number of tickets raised, freeing up the support team to focus on more complex issues.
ThinRemoverCo also used Deskhero's AI to generate new knowledge base articles. The AI analyzed past tickets and identified common questions and issues. It then used this information to generate new articles, ensuring that the knowledge base was always up-to-date and relevant.
The implementation of Deskhero's AI capabilities led to an improvement in the quality of ThinRemoverCo's knowledge base, an increase in customer satisfaction rates, and a reduction in the number of tickets raised.
How does the AI improve the search results in the knowledge base?
The AI uses OpenAI Embeddings to understand the context of the search query. It then finds the most relevant content from the knowledge base, past tickets, and other resources to provide the best possible search results.
How does the AI generate new knowledge base articles?
The AI analyzes past tickets and identifies common questions and issues. It then uses this information to generate new articles, ensuring that the knowledge base is always up-to-date and relevant.
Has the implementation of AI capabilities reduced the number of tickets raised?
Yes, by improving the search results in the knowledge base and generating new articles, the AI has significantly reduced the number of tickets raised.
* This article provides an example of how a fictive company in the Retail sale of paint thinners and removers in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
