RareBookHub receives a plethora of inquiries from scholars, collectors, and bibliophiles about their collection. They use Deskhero's ticket management system to handle these inquiries efficiently. The AI capabilities of Deskhero suggest replies based on the embeddings from previous tickets, reducing the response time and improving the quality of the responses.
Using the custom fields feature, RareBookHub categorizes each ticket based on the type of inquiry - book information, availability, pricing, etc. This structured data list helps in organizing the tickets and prioritizing them based on urgency.
RareBookHub also utilizes Deskhero's knowledge base feature, where they upload files like book descriptions, preservation techniques, and collection catalogs. The AI capabilities of Deskhero generate articles from these uploaded files, enriching the knowledge base and making it a valuable resource for the customers.
Deskhero's website scraping feature is used by RareBookHub to gather any new information or updates about their books from various sources. This scraped data is then used by the AI to enhance the search results and suggested replies.
Lastly, the comprehensive search bar powered by AI provides precise results to the customers, reducing the need for creating a ticket. This has significantly lightened the load on the customer support team, allowing them to focus on more complex inquiries.
How does Deskhero's AI capabilities assist 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 function?
Deskhero's knowledge base feature allows you to upload files like book descriptions, preservation techniques, and collection catalogs. The AI capabilities of Deskhero generate articles from these uploaded files, enriching the knowledge base.
What is the advantage of Deskhero's website scraping feature?
Deskhero's website scraping feature gathers any new information or updates from various sources. This scraped data is then used by the AI to enhance 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.
