RailPart Solutions receives hundreds of customer queries daily, ranging from product inquiries to technical support. With Deskhero, they were able to automate the process of sorting and responding to these tickets using the platform's AI capabilities. The system leverages OpenAI Embeddings from previous tickets and knowledge base articles to suggest relevant replies, reducing the time spent by support agents on each ticket.
The company also utilizes Deskhero's custom fields and structured data lists to categorize tickets based on their nature, making it easier for support agents to prioritize and handle them. This has significantly reduced response times and improved customer satisfaction.
Deskhero's knowledge base feature has been instrumental in providing customers with instant solutions to common problems. The AI-powered system generates articles from uploaded files like policies, manuals, and presentations, making it a comprehensive resource for both customers and support agents.
Furthermore, RailPart Solutions uses Deskhero's website scraping feature to gather and update information about railway parts from various sources. This data is then processed by the AI to enhance search results and provide accurate, up-to-date information to customers.
Overall, Deskhero's advanced AI capabilities have transformed RailPart Solutions' customer support, improving efficiency and customer satisfaction.
How does Deskhero's AI help in handling customer tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets and knowledge base articles to suggest relevant replies, reducing the time spent by support agents on each ticket.
What role does the knowledge base play in Deskhero's system?
The knowledge base serves as a comprehensive resource for both customers and support agents. It includes articles generated by the AI from uploaded files like policies, manuals, and presentations.
How does Deskhero ensure the accuracy of information provided to customers?
Deskhero uses a website scraping feature to gather and update information from various sources. This data is then processed by the AI to enhance search results and provide accurate, up-to-date information.
* This article provides an example of how a fictive company in the Supply and Distribution of Railway Parts industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
