MediaMagic receives thousands of customer inquiries daily about their digital content, subscription services, and technical issues. Managing these inquiries was a significant challenge until they implemented Deskhero. The platform's structured data lists and custom fields enabled them to categorize and prioritize tickets effectively.
Deskhero's advanced AI capabilities have been a game-changer for MediaMagic. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing response time.
The AI also enhances search results, making it easier for the customer support team to find relevant information quickly. This feature is particularly useful when dealing with complex technical issues that require referencing multiple sources.
MediaMagic also uses Deskhero's website scraping feature to keep their knowledge base up-to-date with the latest information from their website. This ensures that the AI always has the most recent data to draw from when generating responses.
Overall, Deskhero's AI capabilities have enabled MediaMagic to provide more efficient and accurate customer support, improving customer satisfaction and reducing the workload on their support team.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then processed by OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
The AI uses OpenAI Embeddings to find relevant content from various sources, including previous tickets, knowledge base articles, and uploaded files. This makes search results more accurate and comprehensive.
What is website scraping and how does MediaMagic use it?
Website scraping is a feature that allows Deskhero to extract data from a website. MediaMagic uses this feature to keep their knowledge base updated with the latest information from their website.
* This article provides an example of how a fictive company in the Media & Entertainment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
