SecondThread receives a high volume of customer inquiries daily, ranging from product availability to return policies. The company uses Deskhero's AI capabilities to manage these inquiries more efficiently. The AI system leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content.
The AI system then sends this content through OpenAI's ChatGPT to generate suggested replies. This feature significantly reduces the time customer support agents spend crafting responses, allowing them to handle more tickets within the same timeframe.
SecondThread also uses Deskhero's AI-enhanced search feature. This feature uses the same OpenAI Embeddings to enhance search results, making it easier for both customers and support agents to find relevant information quickly.
By integrating Deskhero's AI capabilities into their customer support workflow, SecondThread has been able to reduce response times, increase customer satisfaction, and improve overall efficiency.
The company continues to leverage Deskhero's other features such as structured data lists, custom fields, and user groups to further streamline their customer support processes.
How does Deskhero's AI system help in reducing response times?
Deskhero's AI system uses OpenAI Embeddings from various sources to generate suggested replies for customer inquiries. This reduces the time customer support agents spend crafting responses.
How does Deskhero's AI-enhanced search feature work?
Deskhero's AI-enhanced search feature uses OpenAI Embeddings to enhance search results, making it easier to find relevant information quickly.
What other features of Deskhero does SecondThread use?
SecondThread uses other features of Deskhero such as structured data lists, custom fields, and user groups to further streamline their customer support processes.
* This article provides an example of how a fictive company in the Secondhand Clothing Retailers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
