MetalMaster Inc. has a vast customer base with diverse needs and queries ranging from product inquiries, technical issues, to order management. The company was struggling with managing the influx of customer requests and providing timely responses. They turned to Deskhero for a solution.
With Deskhero, MetalMaster Inc. was able to structure their customer data, manage tickets effectively, and create a comprehensive knowledge base. The platform's advanced AI capabilities were particularly beneficial. The AI leveraged 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 sent this content through OpenAI's ChatGPT to generate suggested replies. This significantly reduced the time taken to respond to customer queries and increased the accuracy of responses. The AI also enhanced search results, making it easier for the support team to find relevant information quickly.
Furthermore, the AI's ability to learn from past interactions helped MetalMaster Inc. to continuously improve their customer support. The AI identified common issues and suggested improvements to the knowledge base, thereby reducing the number of recurring tickets.
Overall, Deskhero's advanced AI capabilities have enabled MetalMaster Inc. to provide faster, more accurate customer support, improving customer satisfaction and loyalty.
How did Deskhero's AI improve the accuracy of responses?
Deskhero's AI uses OpenAI Embeddings to analyze past tickets, knowledge base articles, and other relevant data to generate suggested replies. This ensures that the responses are based on the most relevant and accurate information.
How does the AI enhance search results?
The AI uses OpenAI Embeddings to analyze the content of the search query and match it with relevant data from past tickets, knowledge base articles, and other sources. This enhances the search results by providing more relevant and accurate information.
How does the AI help in reducing the number of recurring tickets?
The AI identifies common issues from past tickets and suggests improvements to the knowledge base. This helps in addressing these issues proactively, thereby reducing the number of recurring tickets.
* This article provides an example of how a fictive company in the Wholesale of metal cutting machine tools industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
