AcademyPress receives hundreds of inquiries daily from authors, researchers, and readers regarding submission guidelines, publication status, access issues, and more. Managing these tickets manually was time-consuming and prone to errors. With Deskhero, they could automate ticket management, categorize them into user groups, and prioritize based on urgency.
The AI capabilities of Deskhero were particularly beneficial in handling repetitive queries. By leveraging OpenAI Embeddings from previous tickets and knowledge base articles, Deskhero could generate suggested replies, significantly reducing the response time.
Deskhero's ability to scrape website data and generate knowledge base articles from various file types allowed AcademyPress to create a comprehensive and easily searchable knowledge base. This feature not only improved the support team's efficiency but also enabled self-service for customers.
AcademyPress also utilized Deskhero's REST API to integrate the platform with their existing systems, further streamlining their operations. The custom email domains feature ensured that all communications remained on-brand.
Overall, Deskhero's advanced AI capabilities transformed AcademyPress's customer support, improving efficiency, accuracy, and customer satisfaction.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI capabilities leverage OpenAI Embeddings from previous tickets and knowledge base articles to generate suggested replies. This automation significantly reduces the time required to respond to customer inquiries.
Can Deskhero integrate with our existing systems?
Yes, Deskhero provides a REST API that allows you to integrate the platform with your existing systems for seamless operations.
Can we maintain our brand identity with Deskhero?
Absolutely. Deskhero allows you to use custom email domains, ensuring that all communications remain on-brand.
* This article provides an example of how a fictive company in the Academic journal publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
