Broadway Brilliance receives a high volume of customer inquiries about show schedules, ticket availability, and venue details. They use Deskhero's ticket management system to handle these requests. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies, reducing the time spent by customer service agents on each ticket.
The company also uses Deskhero's custom fields and user groups to categorize tickets based on the type of inquiry and the customer's membership status. This allows them to prioritize tickets and ensure that premium members receive prompt responses.
Broadway Brilliance has a comprehensive knowledge base, including articles generated from Word, PowerPoint, and PDF files. Deskhero's AI uses OpenAI Embeddings to find relevant content from these resources when generating suggested replies. This ensures that the information provided to customers is accurate and up-to-date.
Deskhero's website scraping feature is used to keep the knowledge base current with the latest information from the company's website. The AI capabilities enhance search results, making it easier for customer service agents to find the information they need.
The REST API provided by Deskhero allows Broadway Brilliance to integrate the platform with their existing systems, ensuring a seamless workflow. The advanced AI capabilities of Deskhero have greatly improved the efficiency of Broadway Brilliance's customer support, resulting in higher customer satisfaction.
How does Deskhero's AI improve the efficiency of customer support?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies to new tickets. This reduces the time spent by customer service agents on each ticket. The AI also enhances search results, making it easier for agents to find the information they need.
How does Deskhero keep the knowledge base up-to-date?
Deskhero uses a website scraping feature to gather the latest information from the company's website. This information is then added 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, ensuring a seamless workflow.
* This article provides an example of how a fictive company in the Performing arts companies industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
