SecureLife Reinsurance receives numerous customer queries daily, ranging from policy details, claim processes, to annuity rates. To manage this volume, they implemented Deskhero's ticket management system. The AI capabilities of Deskhero categorize and prioritize these tickets based on their urgency and relevance, ensuring that critical issues are addressed promptly.
With Deskhero's knowledge base feature, SecureLife has been able to create a comprehensive repository of information. The AI capabilities of Deskhero generate articles from various formats like Word, PowerPoint, and PDF files, making it easier for the support team to find and share relevant information with customers.
Deskhero's advanced AI leverages OpenAI Embeddings to analyze previous tickets, knowledge base articles, uploaded files, and scraped website data. This feature has been instrumental in suggesting replies to customer queries, thereby reducing the response time and improving customer satisfaction.
The comprehensive search bar powered by AI has made it easier for the support team to find relevant information quickly. It enhances search results by considering the context and semantics of the search query, providing more accurate and relevant results.
SecureLife also utilizes Deskhero's REST API to integrate the platform with their existing systems. This seamless integration has resulted in a unified platform for managing customer support, thereby improving operational efficiency.
How does Deskhero's AI enhance the ticket management system?
Deskhero's AI analyzes and categorizes incoming tickets based on their urgency and relevance. It ensures that critical issues are addressed promptly, improving the efficiency of the support team.
How does the AI-powered search bar work?
The AI-powered search bar considers the context and semantics of the search query. It provides more accurate and relevant results, making it easier for the support team to find the required information.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems, resulting in a unified platform for managing customer support.
* This article provides an example of how a fictive company in the Annuities Reinsurance industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
