EpicReads receives numerous queries daily regarding their vast library of e-books and online content. They use Deskhero's ticket management system to efficiently handle these queries. The AI capabilities of Deskhero analyze the tickets, find relevant content from the knowledge base articles, previous tickets, uploaded files like policies/manuals/presentation, and scraped website data, and suggest appropriate replies.
The custom fields feature of Deskhero allows EpicReads to categorize their tickets based on the nature of the query, such as technical issues, content-related questions, or billing inquiries. This helps in prioritizing and assigning the tickets to the right team.
Deskhero's AI capabilities also enhance the search results for EpicReads' support team. When a support agent searches for a term, the AI uses OpenAI Embeddings to pull up the most relevant content from their vast knowledge base and other resources. This significantly reduces the time taken to find the right information and respond to the customer.
Furthermore, EpicReads uses Deskhero's REST API to integrate their existing CRM system with Deskhero. This allows them to have a unified view of their customer interactions, which further improves their support efficiency.
Overall, Deskhero's advanced AI capabilities have helped EpicReads to significantly improve their customer support efficiency and customer satisfaction.
How does Deskhero's AI capabilities enhance the ticket management process?
Deskhero's AI analyzes the tickets, finds relevant content from the knowledge base articles, previous tickets, uploaded files, and scraped website data, and suggests appropriate replies. This significantly reduces the time taken to respond to a ticket and improves the quality of the response.
How does Deskhero's AI capabilities improve the search functionality?
When a support agent searches for a term, Deskhero's AI uses OpenAI Embeddings to pull up the most relevant content from their vast knowledge base and other resources. This significantly reduces the time taken to find the right information.
Can Deskhero be integrated with other systems?
Yes, Deskhero provides a REST API that can be used to integrate it with other systems such as CRM, ERP, etc.
* This article provides an example of how a fictive company in the Online content and e-book publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
