TrackShield Providers deals with a multitude of customer inquiries daily. To handle these effectively, the company uses Deskhero's AI capabilities. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and website data to find relevant content and suggest replies to new tickets.
This feature has drastically reduced the time spent by support agents on each ticket, allowing them to handle more tickets in less time. As a result, the company has seen an improvement in customer satisfaction rates due to faster response times.
Deskhero's AI also enhances the search results in the knowledge base. When a customer searches for a topic, the AI uses the embeddings to provide the most relevant articles, reducing the need for customers to raise tickets for common queries.
Additionally, the AI can generate articles for the knowledge base from Word, PowerPoint, PDF files, and even scrape data from the company's website. This feature has made it easier for the company to keep their knowledge base up-to-date with the latest information.
By utilizing Deskhero's AI capabilities, TrackShield Providers has been able to improve their customer support services and increase customer satisfaction.
How does the AI suggest replies to tickets?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and website data to find relevant content. It then sends this content through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance search results in the knowledge base?
When a customer searches for a topic, the AI uses the embeddings to provide the most relevant articles. This reduces the need for customers to raise tickets for common queries.
How does the AI update the knowledge base?
The AI can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This makes it easier for the company to keep their knowledge base up-to-date.
* This article provides an example of how a fictive company in the Supply of Safety Equipment to Motorsports Competitions industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
