CocoaGlobal receives numerous customer inquiries daily, ranging from product information requests to shipment tracking. The sheer volume of these inquiries was overwhelming their customer support team. With Deskhero, they were able to streamline this process by automatically sorting and prioritizing tickets using the platform's AI capabilities. This significantly reduced the response time and improved customer satisfaction.
Deskhero's AI capabilities also helped CocoaGlobal in generating quick and accurate responses to customer queries. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, which has greatly reduced the time spent on crafting responses.
Furthermore, CocoaGlobal used Deskhero's AI-powered comprehensive search bar to quickly locate information across their vast database. This feature has proven particularly useful in finding specific customer details, past interactions, and product-related information, thereby speeding up the resolution process.
The company also utilized Deskhero's REST API to integrate the platform with their existing systems. This seamless integration allowed them to manage all customer interactions from a single platform, further enhancing their efficiency.
Overall, Deskhero's advanced AI capabilities have transformed CocoaGlobal's customer support operations, enabling them to provide faster and more accurate responses, and ultimately improving their customer service.
How has Deskhero improved CocoaGlobal's response time?
Deskhero's AI capabilities have automated the process of sorting and prioritizing tickets, as well as suggesting responses based on previous interactions and knowledge base articles. This has significantly reduced the time spent on these tasks, resulting in faster responses.
How does Deskhero's AI generate suggested responses?
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 has Deskhero's comprehensive search bar benefited CocoaGlobal?
Deskhero's AI-powered comprehensive search bar has enabled CocoaGlobal to quickly locate specific customer details, past interactions, and product-related information across their vast database. This has sped up the resolution process and improved customer service.
* This article provides an example of how a fictive company in the Wholesale of Cocoa industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
