NewsFlash receives a high volume of customer inquiries daily, ranging from subscription issues to technical difficulties. They implemented Deskhero to manage these tickets efficiently. The AI capabilities of Deskhero, leveraging OpenAI Embeddings, significantly improved the ticket management process. By analyzing previous tickets and knowledge base articles, the AI suggests relevant replies, reducing response times and improving customer satisfaction.
With the custom fields feature, NewsFlash was able to categorize tickets based on their nature, making it easier for the support team to prioritize and address them. The AI further enhanced this by predicting the category of incoming tickets based on past data.
NewsFlash also utilized Deskhero's website scraping feature to keep the knowledge base updated with the latest news and updates. This, combined with the AI's ability to generate knowledge base articles from various file formats, ensured that the support team always had the most recent and relevant information at their fingertips.
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.
Finally, NewsFlash used the REST API to integrate Deskhero with their existing systems, creating a seamless workflow. This integration, coupled with the AI's ability to learn and adapt, resulted in a significant improvement in their customer support service.
How does Deskhero's AI improve ticket management?
Deskhero's AI improves ticket management by analyzing previous tickets and knowledge base articles to suggest relevant replies. This reduces response times and improves customer satisfaction.
How does the website scraping feature work?
The website scraping feature automatically extracts and updates the latest news and updates from your website to the knowledge base.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems, creating a seamless workflow.
* 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.
