ScrapMaster Inc. receives a high volume of customer inquiries daily, ranging from pricing queries to technical questions about the scrap metal they sell. They use Deskhero's ticket management system to efficiently handle these inquiries. The advanced AI capabilities of Deskhero leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies, significantly reducing the time spent on each ticket.
The AI also enhances the search results in the comprehensive search bar. When a customer support representative searches for a specific term or phrase, the AI uses the OpenAI Embeddings to find the most relevant content from all available resources. This feature has significantly improved the accuracy and relevance of the search results, enabling the representatives to provide faster and more accurate responses to customer inquiries.
ScrapMaster Inc. also utilizes Deskhero's custom fields and structured data lists to categorize and prioritize customer inquiries. This allows them to ensure that urgent and high-priority tickets are addressed promptly, improving overall customer satisfaction.
Furthermore, ScrapMaster Inc. uses Deskhero's knowledge base feature to create a self-service portal for customers. The AI capabilities of Deskhero automatically generate articles from Word, PowerPoint, PDF files, and even scraped website data, making it easy for customers to find answers to common questions without having to contact customer support.
Overall, ScrapMaster Inc. has experienced a significant improvement in their customer support efficiency and customer satisfaction since implementing Deskhero's advanced AI capabilities.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to understand the context of the inquiry and generate the most appropriate response.
How does the AI enhance the search results?
When a term or phrase is searched, the AI uses OpenAI Embeddings to find the most relevant content from all available resources, improving the accuracy and relevance of the search results.
How does the AI help in creating the knowledge base articles?
The AI can automatically generate articles from Word, PowerPoint, PDF files, and even scraped website data, making it easy to create 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.
