ProfessionEdge Publishers receive numerous inquiries daily, ranging from subscription queries to technical issues. The volume of these inquiries was overwhelming their customer support team. With Deskhero's advanced AI capabilities, they were able to automate the process of ticket management. The AI system categorizes and prioritizes tickets based on their urgency and complexity, allowing the team to address critical issues promptly.
The AI also enhances the search results within the platform. By leveraging OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data, it provides more relevant and precise search results. This feature has reduced the time spent by the support team in searching for information to resolve customer queries.
Deskhero's AI also generates suggested replies for the customer support team. By analyzing the context of the customer's query and the information available in the knowledge base and other resources, it provides accurate and helpful responses. This feature has not only improved the speed of response but also its quality, leading to higher customer satisfaction.
ProfessionEdge Publishers also utilize the AI capabilities to maintain their knowledge base. The AI system automatically generates articles from Word, PowerPoint, PDF files, and even scrapes data from their website. This feature has significantly reduced the manual effort required to update the knowledge base, ensuring it is always up-to-date and comprehensive.
Overall, the use of Deskhero's advanced AI capabilities has transformed ProfessionEdge Publishers' customer support services. It has improved their efficiency, effectiveness, and customer satisfaction.
How does the AI system prioritize tickets?
The AI system analyzes the content of the ticket and categorizes it based on its urgency and complexity. It uses OpenAI embeddings from previous tickets and other resources to understand the context and determine the priority.
How does the AI system generate suggested replies?
The AI system analyzes the customer's query and searches the knowledge base and other resources for relevant information. It then uses this information to generate a suggested reply that is accurate and helpful.
How does the AI system maintain the knowledge base?
The AI system automatically generates articles for the knowledge base from Word, PowerPoint, PDF files, and scraped website data. It ensures the knowledge base is always up-to-date and comprehensive.
* This article provides an example of how a fictive company in the Publication of professional and trade journals industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
