BrightLite Wholesale receives hundreds of customer inquiries daily, ranging from product specifications to order status. To manage this volume, they implemented Deskhero's ticket management system, which uses AI to categorize and prioritize tickets based on urgency and topic.
The AI capabilities of Deskhero also help BrightLite in generating suggested replies for customer queries. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like product manuals, Deskhero can quickly suggest accurate responses, reducing the time spent by support agents on each ticket.
Deskhero's AI also enhances the search functionality on BrightLite's helpdesk. When customers use the search bar, the AI uses OpenAI Embeddings to find relevant content from the knowledge base, previous tickets, and even scraped website data. This results in more accurate search results, helping customers find the information they need faster.
Furthermore, BrightLite uses Deskhero's REST API to integrate the platform with their existing systems. This allows them to pull in real-time data from their inventory management system, providing up-to-date information to both their support agents and customers.
By using Deskhero's advanced AI capabilities, BrightLite Wholesale has significantly improved their customer support efficiency, reduced response times, and increased customer satisfaction.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses OpenAI Embeddings to understand the content of the ticket and categorize it based on topic. It then prioritizes the tickets based on predefined rules, such as urgency or customer importance.
How does Deskhero's AI enhance the search functionality?
When a search is made, Deskhero's AI uses OpenAI Embeddings to find relevant content from the knowledge base, previous tickets, and even scraped website data. This results in more accurate and comprehensive search results.
Can Deskhero integrate with existing systems?
Yes, Deskhero provides a REST API that allows it to integrate with existing systems, pulling in real-time data to provide up-to-date information.
* This article provides an example of how a fictive company in the Wholesale of lighting equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
