ElectroWholesale Inc. receives numerous customer queries daily, ranging from product inquiries to technical support requests. The company uses Deskhero's ticket management system to efficiently categorize and manage these requests. However, the real game-changer has been the integration of Deskhero's advanced AI capabilities. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content.
The AI then sends this content through OpenAI's ChatGPT to generate suggested replies. This feature has significantly reduced the time taken to respond to customer queries, as support staff no longer need to manually search for information. Instead, they can rely on the AI-generated suggestions, which are typically accurate and highly relevant.
Additionally, ElectroWholesale Inc. uses the AI-enhanced search results feature to quickly locate specific information within their vast database. This feature has proven particularly useful in handling complex or technical queries that require detailed responses.
The company also uses Deskhero's knowledge base feature to create an extensive library of articles generated from word, powerpoint, pdf files. These articles are then made accessible to customers, providing them with a self-service option that further reduces the workload on the support staff.
Overall, Deskhero's advanced AI capabilities have enabled ElectroWholesale Inc. to significantly improve their customer support services, resulting in higher customer satisfaction rates and more efficient operations.
How has the AI-powered solution improved response times?
The AI-powered solution has automated the process of searching for relevant information to respond to customer queries. This has significantly reduced the time taken to respond to queries, as support staff can rely on the AI-generated suggestions.
How does the AI-enhanced search results feature work?
The AI-enhanced search results feature uses OpenAI Embeddings to quickly locate specific information within the company's vast database. This feature is particularly useful in handling complex or technical queries that require detailed responses.
What is the benefit of the knowledge base feature?
The knowledge base feature allows the company to create an extensive library of articles generated from various files. These articles are then made accessible to customers, providing them with a self-service option that further reduces the workload on the support staff.
* This article provides an example of how a fictive company in the Wholesale of Electronic Equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
