SecureRail receives thousands of inquiries daily, ranging from lost items, security concerns, to general inquiries. The volume of these inquiries was overwhelming their customer support team. They needed a solution that could streamline their processes and provide quick, accurate responses to their customers.
With Deskhero, SecureRail was able to leverage the platform's AI capabilities to automate their ticket management system. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to generate suggested replies. This significantly reduced the time spent by their support team on each ticket, allowing them to handle more queries within the same timeframe.
Deskhero's comprehensive search bar also proved invaluable. The AI-enhanced search results provided the support team with relevant information at their fingertips, making it easier to address customer concerns. This not only improved the efficiency of the support team but also increased customer satisfaction.
SecureRail also utilized Deskhero's custom fields and user groups features to categorize their tickets based on the nature of the query and the customer's profile. This allowed them to prioritize urgent matters and ensure that the right team handles each ticket.
Overall, Deskhero's advanced AI capabilities have transformed SecureRail's customer support operations, improving efficiency and customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data. It analyzes this data to generate suggested replies to new tickets.
How does Deskhero's AI enhance search results?
The AI uses the same OpenAI Embeddings to enhance search results. When a search is made, the AI finds the most relevant content from the available data and presents it in the search results.
Can Deskhero's AI handle all types of customer queries?
While Deskhero's AI can handle a wide range of queries, it may not be able to handle very complex or unique queries. In such cases, the query would be forwarded to a human support agent.
* This article provides an example of how a fictive company in the Security Services for Passengers at Railway Stations industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
