Electronix Distributors handles a large number of customer inquiries and support requests every day. To manage these efficiently, the company uses Deskhero's ticket management system. However, the real transformation has come with the integration of Deskhero's advanced AI capabilities into their customer service operations.
The AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to find relevant content. This content is then processed through OpenAI's ChatGPT to generate suggested replies. This feature has significantly reduced the time taken to respond to customer inquiries, as customer service representatives can rely on the AI-generated suggestions.
Electronix also uses the AI-enhanced search results feature to quickly locate specific information within their vast database. This feature has been especially useful in handling complex or technical inquiries that require detailed responses.
Moreover, Electronix has created an extensive knowledge base using Deskhero's feature that generates articles from word, powerpoint, pdf files. This self-service option has not only reduced the workload on the customer service team but also provided customers with immediate access to information.
By leveraging Deskhero's advanced AI capabilities, Electronix Distributors has significantly improved their customer service operations, leading to faster response times, increased customer satisfaction, and more efficient operations.
How has the AI system improved response times?
The AI system has automated the process of finding relevant information to respond to customer inquiries. This has significantly reduced the time taken to respond to inquiries, as customer service representatives can rely on the AI-generated suggestions.
What is the benefit of the AI-enhanced search results feature?
The AI-enhanced search results feature allows the company to quickly locate specific information within their vast database. This feature is especially useful in handling complex or technical inquiries that require detailed responses.
How does the knowledge base feature contribute to the company's operations?
The knowledge base feature allows the company to create an extensive library of articles generated from various files. This self-service option reduces the workload on the customer service team and provides customers with immediate access to information.
* 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.
