ElectroSalvage Inc. receives a high volume of customer inquiries daily, ranging from general information requests to specific queries about their e-waste recycling process. To manage these efficiently, they use Deskhero's ticket management system. The AI capabilities of Deskhero help in categorizing and prioritizing these tickets based on their content, ensuring that urgent and important queries are addressed promptly.
The AI also assists in generating suggested replies for the customer support team. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data, Deskhero provides relevant content suggestions. This feature has significantly reduced the time taken to respond to customer queries, thereby improving customer satisfaction.
Deskhero's AI capabilities also enhance the search results in their knowledge base. When customers search for information, the AI uses the embeddings to find the most relevant content, making it easier for customers to find the information they need. This self-service feature has reduced the number of basic queries reaching the customer support team, allowing them to focus on more complex issues.
ElectroSalvage Inc. also uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration ensures that all customer-related data is centralized, making it easier for the support team to access and use this data.
Overall, Deskhero's advanced AI capabilities have streamlined ElectroSalvage Inc.'s customer support process, improved their response time, and enhanced customer satisfaction.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other relevant data to understand the content of the ticket. Based on this understanding, it categorizes the ticket and assigns a priority level.
How does Deskhero's AI generate suggested replies?
The AI uses the OpenAI Embeddings to find relevant content related to the ticket. It then sends this content through OpenAI's ChatGPT to generate a suggested reply.
How does Deskhero's AI enhance search results in the knowledge base?
When a customer searches for information in the knowledge base, the AI uses the OpenAI Embeddings to find the most relevant content. This ensures that the customer gets the most accurate and helpful information.
* This article provides an example of how a fictive company in the Salvaging of Electronic Waste industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
