Global Research Institute, a renowned research organization, was looking for a solution to manage their research support services. With researchers from around the world seeking assistance on a variety of topics, they needed a system that could handle the complexity and volume of queries. They chose Deskhero for its advanced features and AI capabilities.
Deskhero's structured data lists and custom fields allowed the institute to categorize and prioritize queries based on their nature and urgency. The kanban board provided a clear overview of all ongoing queries, helping the support team manage their workload effectively.
The AI capabilities of Deskhero were instrumental in improving the efficiency of the support services. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like research papers and guidelines, and scraped website data, Deskhero was able to suggest relevant responses to the team, reducing the response time.
Deskhero's comprehensive search bar and knowledge base also proved to be valuable resources. The AI-enhanced search results provided quick access to relevant information, while the knowledge base served as a self-service portal for researchers, reducing the load on the support team.
Overall, Deskhero's advanced AI capabilities and comprehensive features helped Global Research Institute transform their research support services, resulting in improved researcher satisfaction and reduced response time.
How does Deskhero's AI capabilities improve the efficiency of the support services?
Deskhero's AI capabilities leverage OpenAI Embeddings from various sources to find relevant content. This content is then used to suggest responses to the support team, significantly reducing the response time.
How does Deskhero help in managing the support team's workload?
Deskhero's structured data lists, custom fields, and kanban board provide a structured and visual way to manage and prioritize queries. This helps in evenly distributing the workload among the team.
How does the knowledge base benefit the researchers?
The knowledge base serves as a self-service portal for researchers. It provides quick access to relevant information, reducing the need for researchers to contact the support team for common queries.
* This article provides an example of how a fictive company in the Academia/Universities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
