SeaCargo Solutions receives numerous customer queries daily, ranging from technical issues with the equipment to inquiries about their services. Managing these tickets manually was time-consuming and inefficient. With Deskhero, they were able to automate ticket management using AI. The system categorizes and prioritizes tickets based on their content, ensuring that critical issues are addressed promptly.
The company also utilizes Deskhero's comprehensive search bar powered by AI. This feature uses OpenAI embeddings from previous tickets, knowledge base articles, and other uploaded files to enhance search results. It has significantly reduced the time taken to find relevant information, thereby improving the efficiency of the support team.
Deskhero's AI capabilities also extend to generating suggested replies. By analyzing the content of the customer's query and the context, the AI suggests the most appropriate response. This not only speeds up the response time but also ensures consistency in the quality of support provided.
Moreover, SeaCargo Solutions leverages Deskhero's website scraping feature to keep their knowledge base updated with the latest information. The AI can scrape data from specified websites and generate knowledge base articles, reducing the manual effort required to maintain the knowledge base.
Overall, Deskhero's AI capabilities have transformed SeaCargo Solutions' customer support operations, making them more efficient and effective.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI analyzes the content of the tickets and categorizes them based on their nature (technical, service-related, etc.). It also prioritizes them based on the urgency detected in the content, ensuring that critical issues are addressed first.
How does the AI generate suggested replies?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and other uploaded files to understand the context and content of the customer's query. Based on this analysis, it generates the most appropriate response.
What is the benefit of the website scraping feature?
The website scraping feature allows the AI to automatically gather information from specified websites and generate knowledge base articles. This reduces the manual effort required to maintain the knowledge base and ensures that it is always updated with the latest information.
* This article provides an example of how a fictive company in the Ship to Shore Cargo Transfer Equipment and Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
