BookEd handles numerous customer queries every day regarding textbook availability, order status, and other related issues. The company uses Deskhero's ticket management system to efficiently manage these inquiries. The real transformation, however, has been brought about by Deskhero's advanced AI capabilities.
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content and generate suggested replies. This feature has dramatically reduced the time taken to respond to customer queries, as the AI provides instant suggestions to the support team.
Additionally, the AI-enhanced search results have made it easier for the support team to find relevant information quickly. Whether it's a question about a specific textbook or a query about shipping policies, the AI can pull up the most pertinent information from the vast database of knowledge base articles and other resources.
The custom email domains and user groups features have also helped BookEd to categorize and prioritize tickets effectively. This has resulted in a more organized workflow and improved efficiency of the support team.
Overall, the use of Deskhero's AI capabilities has transformed BookEd's customer support service, leading to increased customer satisfaction and loyalty.
How does Deskhero's AI improve response times?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This significantly reduces the time taken by the support team to draft responses.
Can Deskhero's AI handle complex queries?
Yes, Deskhero's AI is designed to handle complex queries. It uses advanced algorithms to search through a vast database of resources to find the most relevant information.
How does Deskhero's AI enhance search results?
Deskhero's AI enhances search results by using OpenAI Embeddings to pull up the most pertinent information from the knowledge base articles, uploaded files, and other resources.
* This article provides an example of how a fictive company in the Sale of textbooks and educational material in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
