Scholarly Editions receives a multitude of queries from authors, editors, and readers. They utilize Deskhero's ticket management feature to effectively manage these queries. The AI capabilities of Deskhero use OpenAI Embeddings from previous tickets and knowledge base articles to suggest replies, drastically reducing the response time.
The company also employs Deskhero's custom fields and user groups features to classify and prioritize tickets. This ensures that critical and high-priority issues are addressed swiftly. The AI capabilities also refine the search results, making it simpler for the support team to find pertinent information.
Scholarly Editions has an extensive knowledge base comprising of policies, manuals, and presentations. They use Deskhero's AI to generate articles from these files, creating a comprehensive and accessible resource for both the support team and customers.
With Deskhero's website scraping feature, Scholarly Editions maintains its knowledge base up-to-date with the latest information from relevant academic websites. The AI capabilities ensure that only relevant and beneficial information is included in the knowledge base.
Lastly, the company uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration, along with the AI capabilities, makes Deskhero a potent tool for enhancing customer support at Scholarly Editions.
How does Deskhero's AI capabilities enhance response time?
Deskhero's AI utilizes OpenAI Embeddings from previous tickets and knowledge base articles to suggest replies. This drastically reduces the time it takes for the support team to draft responses.
How does Deskhero help maintain the knowledge base up-to-date?
Deskhero's website scraping feature allows the platform to automatically gather the latest information from relevant websites. The AI capabilities ensure that only relevant and beneficial information is included in the knowledge base.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with existing systems.
* This article provides an example of how a fictive company in the Academic Publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.