PlayPals operates on a subscription model, with customers frequently contacting support for queries about their subscriptions. The company was struggling with high ticket volumes and needed a solution to improve their customer support efficiency.
PlayPals implemented Deskhero's advanced AI capabilities to streamline their customer support. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies for customer queries.
This significantly reduced the time spent by agents on each ticket, allowing them to handle more tickets in less time. The AI's ability to enhance search results also helped customers find solutions on their own, reducing the number of tickets raised.
PlayPals also used Deskhero's user groups feature to assign tickets to the appropriate agents based on their expertise, further improving response times.
Overall, Deskhero's AI capabilities have significantly improved PlayPals' customer support efficiency, leading to higher agent productivity and improved customer satisfaction.
How does Deskhero's AI improve agent productivity?
Deskhero's AI generates suggested replies for customer queries, reducing the time spent by agents on each ticket and allowing them to handle more tickets in less time.
Can Deskhero's AI reduce ticket volumes?
Yes, by enhancing search results, Deskhero's AI helps customers find solutions on their own, reducing the number of tickets raised.
Can Deskhero assign tickets to agents based on their expertise?
Yes, Deskhero's user groups feature can be used to assign tickets to the appropriate agents based on their expertise.
* This article provides an example of how a fictive company in the Video Game Console Rental industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
