GlobalHeadlines operates in multiple countries and languages, resulting in a diverse range of customer inquiries. They implemented Deskhero to manage this complexity and improve their customer support. The AI capabilities of Deskhero, leveraging OpenAI Embeddings, were instrumental in handling the multilingual support.
The AI analyzed previous tickets, knowledge base articles, and uploaded files to suggest relevant replies in the appropriate language. This not only reduced response times but also improved the quality of support provided to non-English speaking customers.
GlobalHeadlines also used the user groups feature to segment their support team based on language proficiency. The AI then directed tickets to the appropriate group based on the language of the inquiry, ensuring that customers received support in their preferred language.
The kanban board feature, enhanced by the AI's ability to predict ticket categories, helped GlobalHeadlines manage their workflow efficiently. The support team could easily track the status of tickets and prioritize them based on urgency and complexity.
Finally, the comprehensive search bar powered by AI made finding solutions quicker and more efficient. By using the AI's suggested replies and enhanced search results, the support team could resolve issues faster, leading to increased productivity.
How does Deskhero handle multilingual support?
Deskhero's AI analyzes previous tickets, knowledge base articles, and uploaded files to suggest relevant replies in the appropriate language. This improves the quality of support provided to non-English speaking customers.
How does the user groups feature work?
The user groups feature allows you to segment your support team based on various factors, such as language proficiency. The AI then directs tickets to the appropriate group.
How does the kanban board feature help in managing workflow?
The kanban board feature helps manage workflow by allowing the support team to track the status of tickets and prioritize them based on urgency and complexity. The AI enhances this by predicting ticket categories.
* This article provides an example of how a fictive company in the News outlets industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
