Democracy Now receives a high volume of queries from citizens about voting procedures, eligibility, and upcoming events. They use Deskhero's ticket management system and AI capabilities to handle these queries efficiently. The AI leverages OpenAI Embeddings from previous tickets and knowledge base articles to suggest replies, significantly reducing response times.
The organization also uses Deskhero's custom fields and user groups to categorize queries and direct them to the right department. This ensures that complex queries are handled by the appropriate team members, improving the quality of support provided.
Democracy Now has a comprehensive knowledge base, including articles generated from Word, PowerPoint, and PDF files. The AI capabilities of Deskhero enhance the search results within this knowledge base, making it easier for team members to find relevant information quickly.
To keep their knowledge base up-to-date, Democracy Now uses Deskhero's website scraping feature to gather the latest information from government websites and other reliable sources. The AI then uses this data to update the knowledge base and improve the suggested replies.
Finally, Democracy Now uses Deskhero's REST API to integrate the platform with their existing systems, creating a seamless workflow. This allows them to leverage the benefits of Deskhero's AI capabilities across their entire operation.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets and knowledge base articles to suggest replies to new queries. This reduces the time taken to draft responses, thereby improving response times.
How does Deskhero help in keeping the knowledge base updated?
Deskhero's website scraping feature gathers the latest information from specified sources. The AI then uses this data to update the knowledge base, ensuring it remains current and useful.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that can be used to integrate the platform with existing systems, allowing you to leverage its features across your entire operation.
* This article provides an example of how a fictive company in the Political organisations industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
