ScholarlyScript Publishing, a leader in publishing for learned societies, was facing challenges in managing their customer support tickets. The company decided to use Deskhero to leverage its advanced AI capabilities to improve their customer support services.
With Deskhero, ScholarlyScript Publishing was able to structure their data lists, manage tickets, and create custom fields and email domains. The platform's Kanban board provided a visual overview of the support process, making it easier for the team to manage and prioritize tasks.
The advanced AI capabilities of Deskhero were particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data, the AI was able to find relevant content and generate suggested replies. This greatly reduced the time spent on each ticket and improved the quality of responses.
Deskhero's AI also enhanced the search results in the knowledge base, making it easier for customers to find the information they needed. The AI could even generate knowledge base articles from Word, PowerPoint, and PDF files, further expanding the resources available to customers.
Overall, Deskhero's AI capabilities have significantly improved the efficiency and effectiveness of ScholarlyScript Publishing's customer support services, leading to higher customer satisfaction.
How does Deskhero's AI improve the quality of responses?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to find relevant content. This information is then sent through OpenAI's ChatGPT to generate suggested replies, ensuring that responses are accurate and helpful.
Can Deskhero's AI generate knowledge base articles from any type of file?
Currently, Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files.
How does Deskhero's AI enhance search results?
Deskhero's AI uses OpenAI Embeddings to improve the relevance of search results in the knowledge base. This makes it easier for customers to find the information they need.
* This article provides an example of how a fictive company in the Book publishing for learned societies industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
