MediaFusion Inc. deals with a multitude of customer queries every day, from technical issues with their products to questions about their extensive library of pre-recorded videos. To manage these effectively, the company employs Deskhero's ticket management system. Deskhero's AI capabilities aid in suggesting replies based on past tickets and knowledge base articles, drastically cutting down response times.
Deskhero's AI also improves MediaFusion's search results. When a support agent conducts a search, the AI uses OpenAI Embeddings from past tickets, knowledge base articles, and uploaded documents like policies, manuals, and presentations to find the most pertinent content. This feature has been instrumental in helping agents swiftly find the information they need to resolve customer issues.
MediaFusion also uses Deskhero's website scraping feature to keep their knowledge base current. The AI scans the company's website for any new or updated information and automatically updates the knowledge base, ensuring that the customer support team always has access to the latest information.
The company also utilizes Deskhero's custom fields and user groups features. These allow MediaFusion to customize the platform to their specific needs, creating a more streamlined workflow for their customer support team.
Overall, Deskhero's advanced AI capabilities have significantly enhanced MediaFusion's customer support services, leading to improved customer satisfaction and a more efficient helpdesk.
How does Deskhero's AI suggest replies to customer inquiries?
Deskhero's AI uses OpenAI Embeddings from past tickets, knowledge base articles, and uploaded files to suggest the most relevant responses to customer inquiries.
How does Deskhero's AI improve search results?
When a search is conducted, Deskhero's AI uses OpenAI Embeddings from various sources to find the most relevant content, improving the accuracy and relevance of search results.
How does Deskhero's website scraping feature work?
Deskhero's AI scans the company's website for any new or updated information and automatically updates the knowledge base, ensuring that the customer support team always has access to the latest information.
* This article provides an example of how a fictive company in the Manufacture of Pre-recorded Video Media industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
