Helping Hands Foundation receives a large volume of inquiries and requests from donors, volunteers, and beneficiaries. Managing these inquiries was proving to be a challenge until they implemented Deskhero. The platform's ticket management system and kanban board helped them organize and prioritize their tasks effectively.
With the custom fields and structured data lists, the foundation was able to categorize and track the nature of inquiries, allowing them to identify trends and areas of concern. This has enabled them to be proactive in addressing common issues, thereby reducing the volume of similar inquiries.
The knowledge base feature of Deskhero has been instrumental in providing immediate answers to frequently asked questions. The AI-driven system generates articles from word, powerpoint, pdf files, and even scraped website data, making it a comprehensive resource for both the support team and the users.
Deskhero's advanced AI capabilities have been particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files, the AI system is able to suggest replies to incoming inquiries. This has significantly reduced the response time and increased the efficiency of the support team.
Furthermore, the AI-enhanced search results have made it easier for users to find relevant information on their own, reducing the need for them to contact the support team. This has resulted in a more streamlined and effective support service.
How does Deskhero's AI system generate suggested replies?
Deskhero's AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies/manuals/presentations. It analyzes this data to understand the context and generate appropriate responses to incoming inquiries.
What kind of data can be used to create the knowledge base articles?
You can use Word, PowerPoint, PDF files, and even scraped data from your website to create knowledge base articles. The AI system will analyze this data and generate comprehensive articles.
How does the AI-enhanced search work?
The AI-enhanced search uses OpenAI Embeddings to understand the context of the search query. It then searches through the tickets, knowledge base articles, and uploaded files to find the most relevant information.
* This article provides an example of how a fictive company in the Non-profit industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
