FuelDirect's customer support team often found themselves spending a lot of time searching for information to resolve customer queries. This was due to the vast amount of data in various formats - word documents, powerpoint presentations, PDF files, etc.
By using Deskhero's advanced AI capabilities, FuelDirect was able to create a centralized knowledge base. The AI can generate articles from word, powerpoint, pdf files, making it easier for the support team to find the information they need.
Furthermore, the AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to enhance search results. This has significantly improved the efficiency of the support team.
The AI also generates suggested replies based on the relevant content found, reducing the time taken to respond to customer queries.
FuelDirect also uses the custom fields feature of Deskhero to categorize tickets, making it easier to manage and track them.
How does Deskhero's AI improve knowledge sharing?
Deskhero's AI can generate knowledge base articles from various file formats, creating a centralized knowledge base. It also enhances search results by leveraging OpenAI Embeddings from various sources, making it easier to find relevant information.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files and scraped website data to find relevant content. This content is then used to generate suggested replies.
What is the use of custom fields in Deskhero?
Custom fields in Deskhero can be used to categorize tickets, making it easier to manage and track them.
* This article provides an example of how a fictive company in the Wholesale of Petroleum Products industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
