GlassMaster Wholesale receives hundreds of customer inquiries daily regarding product details, shipping information, and order status. To manage this volume, they use Deskhero's ticket management system. However, the real game-changer is the platform's advanced AI capabilities. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations and scraped website data, Deskhero can suggest replies to customer inquiries, significantly reducing response time.
The AI also enhances the search function of the platform. When a customer service representative searches for information to resolve a ticket, the AI uses the embeddings to find relevant content, making the search process faster and more efficient.
Deskhero's AI capabilities also help in managing the company's knowledge base. The AI can generate articles from Word, PowerPoint, and PDF files, making it easier to create and update the knowledge base. This feature has significantly reduced the time spent on manual data entry.
Moreover, the AI's ability to scrape website data has been invaluable in keeping the knowledge base up-to-date with the latest product information. Whenever there are changes on the company's website, the AI automatically updates the knowledge base, ensuring that customer service representatives always have the most accurate information.
Overall, Deskhero's advanced AI capabilities have enabled GlassMaster Wholesale to provide faster, more accurate customer support, leading to increased customer satisfaction.
How does Deskhero's AI suggest replies to customer inquiries?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to suggest replies. It uses this information to understand the context of the inquiry and generate a relevant response.
How does the AI enhance the search function in Deskhero?
When a customer service representative searches for information, the AI uses OpenAI Embeddings to find relevant content from previous tickets, knowledge base articles, uploaded files and scraped website data. This makes the search process faster and more efficient.
How does Deskhero's AI keep the knowledge base up-to-date?
Deskhero's AI can generate articles from Word, PowerPoint, and PDF files, making it easier to create and update the knowledge base. Additionally, it can scrape website data to automatically update the knowledge base whenever there are changes on the company's website.
* This article provides an example of how a fictive company in the Wholesale of glassware industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
