AutoMetal Wholesale deals with a multitude of customer inquiries every day, many of which are repetitive and can be handled more efficiently. They use Deskhero's advanced AI capabilities to automate the handling of these inquiries, freeing up their customer support representatives to focus on more complex issues.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies for incoming tickets. This not only reduces the time spent on each ticket but also ensures consistency in the responses provided to customers.
AutoMetal Wholesale also uses Deskhero's user groups feature to assign tickets to the most appropriate team or individual based on the nature of the inquiry. The AI capabilities of Deskhero assist in this process by analyzing the content of the ticket and suggesting the most suitable assignee.
Furthermore, AutoMetal Wholesale has created a comprehensive knowledge base using Deskhero's knowledge base feature. The AI capabilities of Deskhero automatically generate articles from Word, PowerPoint, PDF files, and scraped website data, providing customers with a self-service portal where they can find answers to common questions.
Since implementing Deskhero's advanced AI capabilities, AutoMetal Wholesale has seen a significant reduction in the time spent on handling customer inquiries, leading to improved helpdesk efficiency and higher customer satisfaction.
How does the AI automate the handling of customer inquiries?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies for incoming tickets, automating the response process for common inquiries.
How does the AI assist in assigning tickets to the appropriate team or individual?
The AI analyzes the content of the ticket and suggests the most suitable assignee based on the nature of the inquiry.
How does the AI help in creating the knowledge base?
The AI can automatically generate articles from Word, PowerPoint, PDF files, and scraped website data, making it easy to build a comprehensive knowledge base.
* This article provides an example of how a fictive company in the Wholesale of scrap metal from cars industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
