StoneCraft Inc. has a vast customer base with diverse queries ranging from product specifications to installation instructions. The company uses Deskhero's ticket management system to organize these queries and ensure timely responses. The AI capabilities of Deskhero assist in automatically categorizing tickets based on their content, thus speeding up the process.
The AI feature also helps in generating suggested replies for the customer support team. By leveraging OpenAI Embeddings from previous tickets and knowledge base articles, the AI provides relevant responses that the team can use to reply to customers. This not only saves time but also ensures consistent and accurate information is provided to customers.
StoneCraft Inc. also utilizes the knowledge base feature of Deskhero. The AI capabilities come into play here by automatically generating articles from word, powerpoint, pdf files, and even scraped website data. This significantly reduces the manual effort required to maintain an up-to-date knowledge base.
The comprehensive search bar powered by AI enhances the search results by finding relevant content from the knowledge base, previous tickets, and uploaded files. This feature is particularly useful for the support team when they need to quickly find information to resolve a customer query.
Lastly, the custom fields and user groups features allow StoneCraft Inc. to personalize their customer support service. The AI capabilities help in identifying patterns and trends in customer queries, which can be used to customize the fields and groups for better organization and efficiency.
How does the AI feature help in managing tickets?
The AI feature assists in automatically categorizing tickets based on their content. It also generates suggested replies by leveraging OpenAI Embeddings from previous tickets and knowledge base articles.
How does the AI enhance the knowledge base feature?
The AI automatically generates articles for the knowledge base from word, powerpoint, pdf files, and even scraped website data. This reduces the manual effort required to maintain an up-to-date knowledge base.
How does the AI enhance the search feature?
The AI enhances the search results by finding relevant content from the knowledge base, previous tickets, and uploaded files. This helps the support team to quickly find information to resolve a customer query.
* This article provides an example of how a fictive company in the Shaping of Building Stone industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
