SportyDirect receives hundreds of customer queries daily, ranging from product inquiries to shipping details. The company uses Deskhero's advanced AI capabilities to manage these tickets efficiently. The AI leverages 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.
Deskhero's AI also enhances the search results, making it easier for the support team to find relevant information quickly. This results in faster resolution times and improved customer satisfaction.
With Deskhero's custom fields and structured data lists, SportyDirect can categorize and prioritize tickets based on their urgency and importance. This ensures that critical issues are addressed promptly.
The company also uses Deskhero's knowledge base feature to create a self-service portal for customers. The AI-generated articles from Word, PowerPoint, PDF files, and scraped website data provide comprehensive and accurate information, reducing the number of support tickets.
Overall, Deskhero's AI capabilities have significantly improved SportyDirect's customer support efficiency and effectiveness.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
Deskhero's AI uses the same OpenAI Embeddings to enhance search results, making it easier for the support team to find relevant information quickly.
How does Deskhero help reduce the number of support tickets?
Deskhero's knowledge base feature allows companies to create a self-service portal for customers. The AI-generated articles provide comprehensive and accurate information, answering many common queries and thus reducing the number of support tickets.
* This article provides an example of how a fictive company in the Retail sale of sports equipment via mail order houses industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
