ArtiFact receives numerous inquiries daily about their extensive collection from researchers, historians, and enthusiasts. The company uses Deskhero's ticket management system to efficiently handle these inquiries. The AI capabilities of Deskhero help in suggesting replies based on the embeddings from previous tickets, reducing the response time significantly.
With the custom fields feature, ArtiFact categorizes each ticket based on the type of inquiry - artifact information, exhibition dates, research requests, etc. This structured data list helps in organizing the tickets and prioritizing them based on urgency.
ArtiFact also leverages Deskhero's knowledge base feature, where they upload files like policies, manuals, and presentations about their collections. The AI capabilities of Deskhero generate articles from these uploaded files, enhancing the knowledge base and making it a rich source of information for the customers.
Deskhero's website scraping feature is used by ArtiFact to keep track of any new information or updates about their artifacts from various sources. This scraped data is then used by the AI to improve the search results and suggested replies.
Finally, the comprehensive search bar powered by AI provides accurate results to the customers, reducing the need for creating a ticket. This has significantly reduced the workload of the customer support team, allowing them to focus on more complex inquiries.
How does Deskhero's AI capabilities help in handling customer inquiries?
Deskhero's AI capabilities suggest replies based on the embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data. This reduces the response time and improves the accuracy of the replies.
How does Deskhero's knowledge base feature work?
Deskhero's knowledge base feature allows you to upload files like policies, manuals, and presentations. The AI capabilities of Deskhero generate articles from these uploaded files, enhancing the knowledge base.
What is the benefit of Deskhero's website scraping feature?
Deskhero's website scraping feature keeps track of any new information or updates from various sources. This scraped data is then used by the AI to improve the search results and suggested replies.
* This article provides an example of how a fictive company in the Special collections curation activities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
