Inkwell Publishing receives hundreds of queries daily from authors, reviewers, and readers. Managing these inquiries was challenging until they implemented Deskhero. The platform's ticket management feature helped them organize and prioritize the tickets efficiently.
The advanced AI capabilities of Deskhero have been instrumental in improving Inkwell's response time. The AI leverages OpenAI Embeddings from previous tickets and knowledge base articles to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, which has drastically reduced the time taken to respond to tickets.
Deskhero's AI also enhances the search results by using the same embeddings, making it easier for the support staff to find relevant information quickly. This feature has been particularly useful in handling complex queries that require in-depth knowledge about specific topics.
In addition to this, the custom fields feature allows Inkwell to categorize the tickets based on the nature of the query, making it easier to assign them to the right team. The user groups feature also helps in efficient team collaboration.
Overall, Deskhero's AI capabilities have transformed Inkwell's customer support system, resulting in higher customer satisfaction and more efficient operations.
How has Deskhero improved Inkwell's response time?
Deskhero's AI capabilities generate suggested replies by leveraging OpenAI Embeddings from previous tickets and knowledge base articles. This feature has significantly reduced the time taken to respond to tickets.
How does Deskhero enhance the search results?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to enhance the search results, making it easier for the support staff to find relevant information quickly.
How does Deskhero help in team collaboration?
Deskhero's user groups feature allows efficient team collaboration. It also enables categorizing tickets using custom fields, making it easier to assign them to the right team.
* This article provides an example of how a fictive company in the Journal Publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
