AcademyPlus uses Deskhero's AI capabilities to analyze previous tickets, knowledge base articles, and uploaded files such as course manuals and policies. This allows the AI to generate suggested replies for common student inquiries, reducing the workload on their support staff and speeding up response times.
The AI also enhances the search results within the platform, making it easier for support staff to find relevant information when handling more complex inquiries. This has led to an improvement in the quality of support provided to students.
AcademyPlus also leverages Deskhero's website scraping feature to keep their knowledge base updated with the latest information from relevant academic websites. This ensures that their support staff always have access to the most current and accurate information.
Finally, the use of custom fields and structured data lists has allowed AcademyPlus to categorize and prioritize support tickets more effectively. This has resulted in a more organized and efficient support workflow.
Overall, the use of Deskhero has enabled AcademyPlus to provide a higher level of support to their students, while also improving the efficiency of their support operations.
How does the AI generate suggested replies?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance search results?
The AI uses the same OpenAI Embeddings to improve the relevance of search results within the platform. This makes it easier for support staff to find the information they need.
How does Deskhero keep the knowledge base updated?
Deskhero uses a website scraping feature to gather the latest information from relevant academic websites. This information is then added to the knowledge base.
* This article provides an example of how a fictive company in the Academic Programs and Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
