ScholarlyInk receives numerous queries daily from authors, researchers, and readers about manuscript submission, review process, and subscription issues. They use Deskhero's ticket management system to efficiently manage these queries. The AI capability of Deskhero uses OpenAI Embeddings to analyze previous tickets and generate suggested replies, reducing the time taken to respond to customer queries.
The knowledge base of ScholarlyInk is extensive, containing numerous articles, policies, manuals, and presentations. Deskhero's AI capability uses this data to enhance search results, making it easier for support staff to find relevant information. This has significantly reduced the time taken to resolve complex queries.
ScholarlyInk also 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.
ScholarlyInk has created user groups for different types of customers such as authors, researchers, and readers. Deskhero's AI capability uses the information from these groups to personalize the suggested replies, improving customer satisfaction.
Overall, ScholarlyInk has significantly improved their customer support efficiency and effectiveness using Deskhero's advanced AI capabilities.
How does Deskhero's AI capability improve the efficiency of ScholarlyInk's customer support?
Deskhero's AI capability leverages OpenAI Embeddings to analyze previous tickets, knowledge base articles, and website data to generate suggested replies and enhance search results. This reduces the time taken to respond to customer queries and find relevant information.
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, improving customer satisfaction.
How does Deskhero keep the knowledge base of ScholarlyInk updated?
ScholarlyInk 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.
