Harvard Virtual University, an online education platform, was struggling with managing the influx of student queries regarding course details, enrollment issues, and technical problems. They turned to Deskhero to help manage their customer support and helpdesk services.
With Deskhero's structured data lists and custom fields, they were able to categorize and prioritize tickets based on urgency and topic. The kanban board provided a visual overview of all ongoing tickets, making it easier for the team to manage their workload.
The advanced AI capabilities of Deskhero were particularly beneficial. The system leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the response time.
Deskhero's comprehensive search bar and knowledge base also improved the efficiency of the support team. The AI-enhanced search results provided quick access to relevant information, reducing the time spent searching for answers. The knowledge base, populated with articles generated from word, powerpoint, pdf files, became a valuable resource for both the support team and students.
Overall, Deskhero's advanced AI capabilities transformed Harvard Virtual University's customer support services, providing timely and accurate responses to student queries and improving student satisfaction.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI capabilities leverage OpenAI Embeddings from various sources to find relevant content. This content is then used to generate suggested replies, significantly reducing the time it takes to respond to a query.
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 tickets. This helps in evenly distributing the workload among the team.
How does the knowledge base benefit the support team and students?
The knowledge base serves as a valuable resource for both the support team and students. It provides quick access to relevant information, reducing the time spent searching for answers. For students, it serves as a self-service portal where they can find answers to 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.