ProPublish receives a variety of queries from authors, editors, and readers about publishing processes, editorial guidelines, and book availability. They use Deskhero's ticket management system to efficiently handle these queries. The AI capability of Deskhero uses OpenAI Embeddings to analyze previous tickets and generate suggested replies, greatly reducing the response time.
The knowledge base of ProPublish contains a wealth of information in the form of articles, policies, manuals, and presentations. Deskhero's AI capability uses this data to enhance search results, making it easier for the helpdesk staff to find relevant information. This has significantly reduced the resolution time for complex queries.
ProPublish uses Deskhero's website scraping feature to keep their knowledge base updated with the latest information from their website. The AI capability of Deskhero analyzes this data and uses it to improve the suggested replies and search results.
ProPublish has created user groups for different types of customers such as authors, editors, and readers. Deskhero's AI capability uses the information from these groups to personalize the suggested replies, enhancing customer satisfaction.
Overall, ProPublish has greatly improved their helpdesk services using Deskhero's advanced AI capabilities.
How does Deskhero's AI capability improve the speed of ProPublish's helpdesk services?
Deskhero's AI capability uses OpenAI Embeddings to analyze previous tickets and generate suggested replies, greatly reducing the response time. It also uses the knowledge base data to enhance search results, reducing the resolution time for complex queries.
How does Deskhero's AI capability use the information from user groups?
Deskhero's AI capability uses the information from user groups to personalize the suggested replies, enhancing customer satisfaction.
How does Deskhero keep the knowledge base of ProPublish updated?
ProPublish uses Deskhero's website scraping feature to keep their knowledge base updated with the latest information from their website. The AI capability of Deskhero analyzes this data and uses it to improve the suggested replies and search results.
* This article provides an example of how a fictive company in the Academic and Professional Publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
