AcademicInk Publishers, a renowned publisher for learned societies, was struggling with a high volume of helpdesk tickets. They chose to implement Deskhero to leverage its advanced AI capabilities and improve their helpdesk services.
Deskhero allowed AcademicInk Publishers to effectively manage their tickets, structure their data lists, and create custom fields and email domains. The platform's Kanban board provided a clear visual representation of the support process, enabling the team to better manage and prioritize tasks.
Deskhero's advanced AI capabilities were a game-changer for AcademicInk. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content and generate suggested replies. This not only reduced the time spent on each ticket but also improved the quality of responses.
The AI also enhanced the search results in the knowledge base, making it easier for customers to find the information they needed. It could even generate knowledge base articles from Word, PowerPoint, and PDF files, providing customers with a wealth of resources.
Thanks to Deskhero's AI capabilities, AcademicInk Publishers has seen a significant improvement in the efficiency and effectiveness of their helpdesk services, leading to higher customer satisfaction.
How does Deskhero's AI reduce the time spent on each ticket?
Deskhero's AI uses OpenAI Embeddings to find relevant content from previous tickets, knowledge base articles, and other resources. This information is then used to generate suggested replies, reducing the time it takes to respond to each ticket.
What types of files can Deskhero's AI generate knowledge base articles from?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files.
How does Deskhero's AI improve the search results in the knowledge base?
Deskhero's AI uses OpenAI Embeddings to enhance the relevance of search results in the knowledge base, making 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.
