TECHLETES

ChatGPT integration for Freshdesk

To ensure smooth customer interactions and support, Vaanster’s service desk manages all incoming emails and phone calls. This gives the service desk a central role in the organization. It is the first point of contact for ongoing projects and makes sure customer questions are answered quickly and carefully. To improve efficiency and customer satisfaction, Vaanster wanted to integrate generative AI into the service desk’s work.

The challenge

Before working with TECHLETES, the service desk did not use AI to streamline its processes. This led to several issues.

  • Inefficiency: The service desk handled a large volume of customer questions entirely by hand, which was time-consuming and prone to error.
  • Generic answers: Available standard AI solutions gave overly generic answers that did not sufficiently reflect Vaanster’s specific processes and questions.
  • Operational pressure: The growing number of customer questions put additional pressure on the team, affecting response times and customer satisfaction.

The solution

TECHLETES developed a tailored ChatGPT integration for Freshdesk, fully aligned with Vaanster’s service desk processes. The solution enriched the service desk with domain-specific knowledge and business context.

Key features of the solution:

  • Automated processes: The system automatically identifies the subject and sentiment of incoming emails, creates summaries, drafts replies and fills in ticket fields.
  • Domain-specific knowledge: The tailored ChatGPT Assistant was trained with information about Vaanster, common customer questions and operational processes, enabling accurate, context-aware answers.
  • Multilingual support: The solution supports multiple languages and fits the diverse customer base of Vaanster.

Implementation

Implementation followed an iterative approach. The prototype was continually tested and adjusted based on feedback. This made it possible to adapt the solution dynamically to Vaanster’s needs. The current version is fully in use, and further extensions are being explored.

Benefits

  • Improved efficiency: First response time fell by 7.5 percent, so customer questions are answered sooner.
  • Higher customer satisfaction: The number of customers who left a positive rating increased by 17 percent.
  • Streamlined processes: Automation and context-aware replies reduced the team’s workload, allowing employees to focus on more complex questions.

Client feedback

"TECHLETES has transformed our service desk operations with its tailored ChatGPT integration. The solution has not only increased our efficiency, but also noticeably improved customer satisfaction by providing timely and accurate answers."‍

Virginia Roelofs, Vaanster

Conclusion

The collaboration between Vaanster and TECHLETES has made the service desk more efficient and effective. With the tailored ChatGPT solution, Vaanster can respond to questions faster, more accurately and with greater attention to customers, strengthening its overall service and operational performance. This innovative application supports Vaanster in its mission to make sustainable energy accessible and reliable.

Ready to strengthen your service desk with AI?
Get in touch at info@techletes.ai.

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