FastLane Couriers has a vast knowledge base that serves as a self-help tool for customers. However, keeping the knowledge base updated and relevant was a challenge. With Deskhero, the company can now generate articles using AI, ensuring the knowledge base is always up-to-date and useful for customers.
Deskhero's AI leverages OpenAI Embeddings from previous tickets, uploaded files like policies/manuals/presentations, and scraped website data to generate articles. This feature has significantly reduced the time and effort required to create and update articles, allowing the company to focus more on improving customer service.
The AI also enhances the search results within the knowledge base, making it easier for customers to find the information they need. This has led to a decrease in the number of support tickets, as more customers are able to resolve their issues using the knowledge base.
FastLane Couriers also uses Deskhero's custom fields and user groups features to tailor the knowledge base to different customer segments. This personalization has improved customer satisfaction and engagement with the knowledge base.
In conclusion, Deskhero's advanced AI capabilities have greatly improved FastLane Couriers' knowledge base, making it a more effective tool for customer self-service.
How does Deskhero's AI generate articles for the knowledge base?
Deskhero's AI generates articles for the knowledge base by leveraging OpenAI Embeddings from previous tickets, uploaded files like policies/manuals/presentations, and scraped website data. This ensures the articles are informative and relevant to the customers' needs.
How does Deskhero's AI enhance the search results within the knowledge base?
Deskhero's AI enhances the search results within the knowledge base by leveraging the same OpenAI Embeddings used to generate articles. This makes it easier for customers to find the information they need, reducing the need for support tickets.
Can Deskhero's knowledge base be personalized for different customer segments?
Yes, Deskhero allows you to use custom fields and user groups to tailor the knowledge base to different customer segments. This personalization can improve customer satisfaction and engagement with the knowledge base.
* This article provides an example of how a fictive company in the Shipping and fulfillment services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
