EduContent provides a wide range of educational content, including courses, e-books, and webinars. They receive numerous customer queries about content availability, technical issues, and subscription services. Managing these queries was a challenge until they implemented Deskhero. The platform's ticket management system and AI capabilities have significantly improved their customer support services.
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. This feature has reduced the time spent by support agents on each ticket, allowing them to handle more queries in less time.
The AI also enhances the platform's search results. When a customer raises a query, the AI scans through the company's knowledge base, previous tickets, and other resources to provide the most relevant information. This feature has improved the quality of support and enabled self-service for customers, reducing the load on support agents.
EduContent also uses Deskhero's REST API to integrate the platform with their existing systems. This integration has automated various tasks, such as ticket creation from customer emails and updating the knowledge base from new content on their website.
Overall, Deskhero's AI capabilities have significantly improved EduContent's customer support services. They are now able to handle a higher volume of queries more efficiently, leading to higher customer satisfaction.
How does Deskhero's AI help in handling customer queries?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. This feature reduces the time spent by support agents on each ticket, allowing them to handle more queries in less time.
How does Deskhero improve the quality of support?
Deskhero's AI enhances search results by scanning through the company's knowledge base, previous tickets, and other resources to provide the most relevant information. This feature improves the quality of support and enables self-service for customers.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows you to integrate the platform with your existing systems. This integration can automate various tasks, such as ticket creation from customer emails and updating the knowledge base from new content on your website.
* This article provides an example of how a fictive company in the Online Content and Digital Media publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
