ReconBank Solutions receives a high volume of customer inquiries daily, ranging from simple questions about their services to complex issues related to account reconciliation. They use Deskhero's ticket management system to organize these queries, but the sheer volume was overwhelming their support team.
With Deskhero's advanced AI capabilities, ReconBank Solutions can now automatically generate suggested replies to customer inquiries. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate these suggestions, significantly reducing the time it takes for the support team to respond to tickets.
Additionally, ReconBank Solutions uses Deskhero's AI to enhance their search results. When customers use the comprehensive search bar, the AI uses the same OpenAI Embeddings to provide more relevant results, making it easier for customers to find the information they need without needing to contact support.
Deskhero's custom fields and structured data lists also allow ReconBank Solutions to categorize and prioritize tickets more effectively. This, combined with the AI's suggested replies, has resulted in a significant decrease in response times and an increase in customer satisfaction.
Finally, ReconBank Solutions uses Deskhero's REST API to integrate the platform with their existing systems, further streamlining their customer support process.
How does the AI suggest replies to customer inquiries?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate the suggested replies.
How does the AI enhance search results?
When a customer uses the search bar, the AI uses OpenAI Embeddings to provide more relevant results based on previous tickets, knowledge base articles, uploaded files, and scraped website data.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems.
* This article provides an example of how a fictive company in the Bank Reconciliation and Account Reconciliation Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
