OrbitComm Wholesale receives hundreds of customer queries daily, ranging from technical issues to product inquiries. The volume of tickets was overwhelming their support team, leading to slow response times and customer dissatisfaction. By implementing Deskhero, OrbitComm was able to leverage AI to automate ticket management and improve response time.
The company started by uploading their product manuals, policies, and other relevant documents into Deskhero. The platform's AI capabilities then used OpenAI Embeddings to analyze these documents and generate a knowledge base. This knowledge base is used to provide suggested replies to customer queries, significantly reducing the time taken to respond to tickets.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information. For example, when a customer has a technical issue with a specific model of satellite receiver, the support team can quickly find all related documents and previous tickets. This allows them to provide accurate and timely support.
Furthermore, OrbitComm uses Deskhero's website scraping feature to keep their knowledge base up-to-date. The AI scans the company's website and updates the knowledge base with any new information, ensuring that the support team always has the most current data.
Since implementing Deskhero, OrbitComm has seen a significant improvement in their customer support. Response times have decreased, customer satisfaction has increased, and the support team is more efficient.
How does Deskhero's AI generate a knowledge base?
Deskhero's AI uses OpenAI Embeddings to analyze uploaded documents like product manuals, policies, and other relevant files. It then generates a knowledge base that can be used to provide suggested replies to customer queries.
How does Deskhero's AI enhance search results?
Deskhero's AI uses the generated knowledge base to enhance search results. When a member of the support team searches for information, the AI uses the knowledge base to provide the most relevant results.
How does Deskhero keep the knowledge base up-to-date?
Deskhero uses a website scraping feature to scan the company's website for new information. The AI then updates the knowledge base with this new data, ensuring that the support team always has the most current information.
* This article provides an example of how a fictive company in the Wholesale of Satellite Receivers and Antennas industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
