SyndiCast's helpdesk team deals with a wide range of queries, from technical issues to content licensing questions. The company uses Deskhero's advanced AI capabilities to analyze previous tickets and knowledge base articles to suggest replies, greatly reducing the time spent on each ticket.
Using Deskhero's custom fields feature, SyndiCast categorizes tickets based on the nature of the query. This structured data helps the AI understand the context better and provide more precise suggestions. The AI also learns from the responses given by the agents, continuously improving its performance.
SyndiCast leverages Deskhero's website scraping feature to keep the AI updated with the latest information. This feature is especially useful for handling queries about new content or licensing changes, as the AI can pull the most recent data from the website.
The AI capabilities also extend to the knowledge base. Deskhero's AI can generate articles from word, powerpoint, pdf files uploaded by SyndiCast. This feature allows the company to rapidly update its knowledge base, which the AI can then use to assist customers.
Overall, Deskhero's advanced AI capabilities have allowed SyndiCast to provide faster, more accurate responses to customer queries, enhancing customer satisfaction and reducing the burden on their helpdesk team.
How does Deskhero's AI suggest replies to tickets?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of the query. It then sends this information through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI improve over time?
The AI learns from the responses given by the agents to previous tickets. This continuous learning process allows it to improve its reply suggestions and search results over time.
Can Deskhero's AI handle queries about new content or licensing changes?
Yes, Deskhero's AI can scrape the latest information from your website to handle queries about new content or licensing changes.
* This article provides an example of how a fictive company in the Television/Broadcast Syndication Distribution industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
