HarborMaster Shipyard has a vast knowledge base, consisting of manuals, policies, and presentations, which are essential for resolving customer queries. However, finding relevant information from this extensive database was a challenging task for the support agents. With Deskhero, HarborMaster was able to overcome this challenge.
Deskhero's AI uses OpenAI Embeddings from the knowledge base articles and other uploaded files to find relevant content. This information is then used to generate suggested replies and enhance search results, making it easier for the support agents to resolve tickets.
HarborMaster also utilized Deskhero's website scraping feature to keep their knowledge base up-to-date. The AI uses the scraped data to improve its embeddings, ensuring that the suggested replies and search results are always accurate and current.
Additionally, HarborMaster used Deskhero's custom email domains and user groups features to ensure that the tickets are directed to the right team, improving the efficiency of their support process.
Overall, Deskhero's AI capabilities have greatly improved HarborMaster Shipyard's knowledge base and customer support, leading to increased customer satisfaction.
How does Deskhero's AI use the knowledge base to generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from the knowledge base articles and other uploaded files to find relevant content. This information is then sent through OpenAIs ChatGPT to generate suggested replies.
How does Deskhero's website scraping feature enhance the knowledge base?
Deskhero's AI uses the data scraped from the website to improve its embeddings, ensuring that the suggested replies and search results are always accurate and current.
How does Deskhero improve the efficiency of the support process?
Deskhero allows companies to direct tickets to the right team using custom email domains and user groups. The AI capabilities also help in generating suggested replies and enhancing search results, making it easier for the support agents to resolve tickets.
* This article provides an example of how a fictive company in the Ship repair and maintenance industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
