AnnuityMaster was struggling with a high volume of customer inquiries, resulting in long wait times and customer dissatisfaction. They turned to Deskhero to help manage their customer support tickets and improve their response times.
With Deskhero, AnnuityMaster was able to implement structured data lists and custom fields to better categorize and manage their customer inquiries. The platform's user groups feature allowed them to assign specific inquiries to specialized teams, further improving efficiency.
Deskhero's advanced AI capabilities were particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data, the AI was able to find relevant content and suggest replies. This significantly reduced the time spent on each ticket and improved the accuracy of responses.
The AI also enhanced the search results within the platform, making it easier for customer service representatives to find relevant information quickly. This resulted in faster resolution times and improved customer satisfaction.
Finally, the REST API provided by Deskhero allowed AnnuityMaster to integrate the platform with their existing systems, ensuring a seamless transition and minimal disruption to their operations.
How did Deskhero improve AnnuityMaster's response times?
Deskhero improved AnnuityMaster's response times by using AI to suggest replies based on previous tickets, knowledge base articles, and other relevant information. This reduced the time spent on each ticket and improved the accuracy of responses.
How did Deskhero enhance the search results within the platform?
Deskhero used AI to enhance the search results within the platform. The AI used OpenAI Embeddings from various sources to find relevant content, making it easier for customer service representatives to find the information they needed quickly.
How did Deskhero integrate with AnnuityMaster's existing systems?
Deskhero integrated with AnnuityMaster's existing systems using a REST API. This ensured a seamless transition and minimal disruption to their operations.
* This article provides an example of how a fictive company in the Annuities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
