Alpha Literacy receives numerous inquiries daily regarding their courses, schedules, and materials. The volume of these inquiries was overwhelming their support staff, leading to slower response times and frustrated customers. They needed a solution that could help them manage this workload more effectively.
With Deskhero, Alpha Literacy was able to leverage the platform's advanced AI capabilities to automate their ticket management process. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content and generate suggested replies. This has significantly reduced the time spent on each ticket, improving response times and customer satisfaction.
Deskhero's AI also enhances the search results within Alpha Literacy's knowledge base. By using the same OpenAI Embeddings, the AI can understand the context of a user's search and provide more relevant results. This has made it easier for customers to find the information they need without having to contact support.
Additionally, Alpha Literacy uses Deskhero's custom fields and user groups to further streamline their support process. They can categorize tickets based on the type of inquiry and assign them to the appropriate support staff. This ensures that each ticket is handled by someone with the right expertise, improving the quality of their support.
Overall, Deskhero's advanced AI capabilities have allowed Alpha Literacy to handle a larger volume of support tickets more efficiently, improving their customer service and freeing up their staff to focus on other important tasks.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings to understand the context of a ticket and generate suggested replies. This reduces the time spent on each ticket, leading to faster response times.
How does Deskhero's AI enhance search results?
Deskhero's AI uses OpenAI Embeddings to understand the context of a user's search and provide more relevant results. This makes it easier for users to find the information they need.
How does Alpha Literacy use Deskhero's custom fields and user groups?
Alpha Literacy uses these features to categorize tickets and assign them to the appropriate support staff. This ensures that each ticket is handled by someone with the right expertise.
* This article provides an example of how a fictive company in the Adult Literacy Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
