MediaBlast receives numerous customer inquiries daily regarding their press release services. To manage this volume, they implemented Deskhero's ticket management system. However, they still faced challenges in providing timely and relevant responses due to the complexity and diversity of the inquiries.
By leveraging Deskhero's advanced AI capabilities, MediaBlast was able to automate the process of generating suggested replies to customer inquiries. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
The AI capabilities also enhanced the search results on their helpdesk platform. When customers search for information, the AI uses the same OpenAI embeddings to provide more relevant and comprehensive search results. This has significantly reduced the time customers spend searching for information.
Additionally, MediaBlast used Deskhero's custom fields feature to categorize and prioritize customer inquiries. This allowed them to provide more personalized and efficient customer support.
Since implementing Deskhero's advanced AI capabilities, MediaBlast has seen a significant reduction in response times and an improvement in customer satisfaction rates.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance search results?
When customers search for information, Deskhero's AI uses OpenAI embeddings to provide more relevant and comprehensive search results.
How has Deskhero's AI improved MediaBlast's customer support?
Since implementing Deskhero's advanced AI capabilities, MediaBlast has seen a significant reduction in response times and an improvement in customer satisfaction rates.
* This article provides an example of how a fictive company in the Press Release Development and Distribution Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
