Innovate Online College, a pioneer in online degree programs, needed a robust support system to handle the diverse queries from their global student base. They chose Deskhero for its advanced AI capabilities and comprehensive features.
With Deskhero, the college was able to structure their support system using custom fields and user groups. This allowed them to categorize queries based on their nature and urgency, ensuring that critical issues were addressed promptly.
The AI capabilities of Deskhero were instrumental in managing the high volume of queries. By leveraging OpenAI Embeddings from previous tickets and relevant content, the system could generate suggested replies, greatly reducing the response time.
Moreover, the AI-enhanced search bar empowered students to find answers to common queries instantly. This self-service feature not only improved student satisfaction but also reduced the workload of the support team.
By integrating Deskhero with their existing systems via the REST API, Innovate Online College was able to centralize all student queries, improving the efficiency of their support services.
How does Deskhero help in categorizing queries?
Deskhero allows you to structure your support system using custom fields and user groups. This helps in categorizing queries based on their nature and urgency.
How does Deskhero's AI reduce response time?
Deskhero's AI leverages OpenAI Embeddings from previous tickets and relevant content to generate suggested replies, greatly reducing the response time.
Can students find answers to their queries without contacting the support team?
Yes, Deskhero's AI-enhanced search bar empowers students to find answers to common queries instantly, improving student satisfaction and reducing the workload of the support team.
* This article provides an example of how a fictive company in the College and University Degree Programs industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.