Newsprint Solutions receives a high volume of customer queries daily, ranging from technical issues to industry-specific inquiries. The company uses Deskhero's ticket management system to organize these queries, ensuring that no ticket goes unanswered. However, with the sheer volume of tickets, the response time was still a challenge.
With Deskhero's advanced AI capabilities, Newsprint Solutions has been able to significantly reduce their response times. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to generate suggested replies. This has not only sped up the response process but also improved the quality of responses.
The AI capabilities also enhance the search results within the platform. When a customer support representative searches for information to assist a customer, the AI uses the OpenAI Embeddings to find the most relevant content. This has made it easier for representatives to find the information they need, further speeding up the response time.
Newsprint Solutions also uses Deskhero's custom fields and user groups features to categorize tickets based on their nature and assign them to the appropriate team. This, coupled with the AI's suggested replies, has made their customer support process more efficient and effective.
Overall, Deskhero's advanced AI capabilities have transformed Newsprint Solutions' customer support process, making it faster, more efficient, and more effective.
How has Deskhero's AI capabilities improved response times?
Deskhero's AI uses OpenAI Embeddings from various sources to generate suggested replies to customer queries. This has significantly reduced the time taken to respond to tickets.
How does the AI enhance search results within the platform?
When a customer support representative searches for information, the AI uses OpenAI Embeddings to find the most relevant content, making it easier for representatives to find the information they need.
How does Newsprint Solutions use Deskhero's custom fields and user groups features?
Newsprint Solutions uses these features to categorize tickets based on their nature and assign them to the appropriate team. This makes their customer support process more organized and efficient.
* This article provides an example of how a fictive company in the Consultation services for newspaper publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
