SoftWhale receives hundreds of customer queries daily, making it challenging to manage and respond promptly. With Deskhero's ticket management system, SoftWhale can efficiently organize, prioritize, and track all customer tickets. The Kanban board provides a visual representation of the tickets, making it easier for the team to understand the workflow and manage tasks effectively.
The AI capabilities of Deskhero are leveraged to generate suggested replies for customer queries. By using OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data, Deskhero can find relevant content and generate appropriate responses. This feature significantly reduces the time spent by agents on each ticket, allowing them to handle more queries in less time.
SoftWhale also uses Deskhero's knowledge base feature to create a self-service portal for customers. The AI can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This feature not only reduces the workload of the support team but also empowers customers to find solutions independently.
Deskhero's comprehensive search bar, enhanced by AI, helps SoftWhale's support team find relevant information quickly. The AI uses embeddings from various sources to enhance search results, making it easier for the team to find the needed information and resolve customer issues faster.
Lastly, SoftWhale utilizes Deskhero's REST API to integrate the platform with other business applications. This integration allows for seamless data exchange, further improving the efficiency of the support team.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does the knowledge base feature work?
Deskhero's knowledge base feature allows you to create a self-service portal for customers. The AI can generate articles from Word, PowerPoint, PDF files, and scrape data from your website to populate the knowledge base.
Can Deskhero be integrated with other business applications?
Yes, Deskhero provides a REST API that allows you to integrate the platform with other business applications for seamless data exchange.
* This article provides an example of how a fictive company in the Wholesale of Computer Software industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
