ScholarAid receives thousands of queries daily from students and parents about scholarship programs, eligibility criteria, application processes, and more. To manage this volume, ScholarAid uses Deskhero's ticket management system. The AI capabilities of Deskhero analyze the content of each ticket and suggest relevant responses based on previous tickets and knowledge base articles. This has reduced the average response time by 50% and increased the first contact resolution rate.
Deskhero's AI also enhances ScholarAid's search functionality. It uses OpenAI Embeddings to find relevant content from the knowledge base, uploaded files like policies and manuals, and scraped website data. This has made it easier for the support team to find the information they need to answer customer queries accurately and quickly.
ScholarAid also uses Deskhero's AI to generate knowledge base articles from Word, PowerPoint, and PDF files. This has significantly reduced the time and effort required to create and update the knowledge base, allowing the support team to focus more on customer interactions.
The custom fields feature of Deskhero allows ScholarAid to categorize tickets based on the type of query, urgency, and other parameters. This helps in prioritizing and assigning tickets to the right team members, further improving the efficiency of the support process.
Overall, Deskhero's AI capabilities have enabled ScholarAid to provide faster and more accurate support to its customers, leading to higher customer satisfaction and loyalty.
How does Deskhero's AI improve the response time?
Deskhero's AI analyzes the content of each ticket and suggests relevant responses based on previous tickets and knowledge base articles. This reduces the time needed to draft a response.
How does Deskhero enhance the search functionality?
Deskhero's AI uses OpenAI Embeddings to find relevant content from the knowledge base, uploaded files, and scraped website data. This makes it easier to find the required information quickly.
How does Deskhero help in creating and updating the knowledge base?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. This reduces the time and effort required to create and update the knowledge base.
* This article provides an example of how a fictive company in the Financial Aid & Scholarship Programs industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
