Prestige University's student support services were overwhelmed with the volume of queries from students. The team struggled to provide timely and accurate responses, leading to student dissatisfaction. They turned to Deskhero for a solution.
With Deskhero, Prestige University was able to structure their vast amount of data into manageable lists and custom fields. This made it easier for the support team to track and manage tickets, improving their efficiency.
The university also utilized Deskhero's advanced AI capabilities to enhance their support services. The AI used OpenAI Embeddings to analyze previous tickets, knowledge base articles, and uploaded files like policies and manuals. This allowed it to suggest relevant content and generate potential replies, significantly reducing the time taken to respond to queries.
Deskhero's website scraping feature was particularly useful for keeping the knowledge base up-to-date. The AI would regularly scrape the university's website for any new information or updates, ensuring that the support team always had the most current information at their fingertips.
Finally, the comprehensive search bar and REST API allowed the support team to quickly find the information they needed, further improving their efficiency. As a result, Prestige University saw a significant improvement in their student support services, with faster response times and higher student satisfaction.
How does the AI suggest relevant content?
The AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, and uploaded files. It then uses this information to suggest relevant content and generate potential replies.
What is the benefit of the website scraping feature?
The website scraping feature allows the AI to regularly update the knowledge base with the latest information from the university's website. This ensures that the support team always has the most current information.
How does the REST API improve efficiency?
The REST API allows the support team to quickly find the information they need, reducing the time taken to respond to queries.
* This article provides an example of how a fictive company in the Administration of Higher Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
