BroadcastMax receives numerous customer queries daily about program schedules, technical issues, and content availability. The company uses Deskhero's ticket management system to efficiently handle these requests. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies, reducing the time spent by agents on each ticket.
With the custom fields feature, BroadcastMax categorizes tickets based on the type of query. This structured data allows the AI to understand the context better and provide more accurate suggestions. The AI also learns from the responses given by the agents, continuously improving its performance.
BroadcastMax also leverages Deskhero's website scraping feature. The AI uses this scraped data to enhance search results and reply suggestions. This feature is particularly useful when customers have queries about new programs or changes in schedules, as the AI can pull the latest information 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 BroadcastMax. This feature allows the company to quickly update its knowledge base with new information, which the AI can then use to assist customers.
Overall, Deskhero's advanced AI capabilities have enabled BroadcastMax to provide quicker, more accurate responses to customer queries, improving customer satisfaction and reducing the workload on their support 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 programs or changes in schedules?
Yes, Deskhero's AI can scrape the latest information from your website to handle queries about new programs or schedule 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.
