SoundWave Rentals receives hundreds of inquiries daily about their equipment, pricing, and availability. To manage these inquiries, they use Deskhero's ticket management feature. The system automatically categorizes and prioritizes tickets based on their content and urgency, ensuring that critical issues are addressed promptly.
The company also utilizes Deskhero's advanced AI capabilities to generate suggested replies. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This feature has significantly reduced the time spent by support agents on crafting responses, allowing them to focus more on complex issues that require human intervention.
SoundWave Rentals has also benefited from Deskhero's comprehensive search bar. The AI-enhanced search function allows support agents to quickly find relevant information from the company's vast knowledge base and other resources. This feature has been instrumental in reducing the time spent on searching for information, thereby increasing the efficiency of the support team.
Furthermore, SoundWave Rentals uses Deskhero's custom fields feature to capture specific information about each inquiry. This information is used by the AI to provide more accurate and personalized suggested replies, further enhancing the effectiveness of the customer support process.
Overall, Deskhero's advanced AI capabilities have enabled SoundWave Rentals to significantly improve their customer support process. The platform has not only reduced response times but also increased the accuracy and personalization of responses, leading to higher customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. It uses this information to find relevant content, which is then sent through OpenAIs ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
Deskhero's AI uses OpenAI Embeddings to enhance search results. It analyzes the search query and uses the embeddings to find the most relevant content from the company's knowledge base, previous tickets, uploaded files, and scraped website data.
How does Deskhero's custom fields feature enhance the customer support process?
Deskhero's custom fields feature allows companies to capture specific information about each inquiry. This information can be used by the AI to provide more accurate and personalized suggested replies, enhancing the effectiveness of the customer support process.
* This article provides an example of how a fictive company in the Sound & Lighting Systems Rental industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
