AccountSync Services deals with a multitude of customer queries each day, varying from basic account reconciliation queries to complex technical issues. To manage these efficiently, they employed Deskhero's ticket management system. However, the high influx of queries was still a challenge for their support team.
By leveraging Deskhero's advanced AI capabilities, AccountSync Services can now auto-generate responses to customer queries. The AI utilizes OpenAI Embeddings from past tickets, knowledge base articles, uploaded files such as policies/manuals/presentations, and scraped website data to identify pertinent content. This content is then processed through OpenAI's ChatGPT to create response suggestions, significantly decreasing the response time.
Furthermore, AccountSync Services uses Deskhero's AI to refine their search results. When customers utilize the comprehensive search bar, the AI employs the same OpenAI Embeddings to deliver more accurate results, enabling customers to find the required information without having to reach out to the support team.
Deskhero's custom fields and structured data lists also aid AccountSync Services in categorizing and prioritizing tickets more effectively. This, along with the AI's response suggestions, has led to a substantial reduction in response times and an improvement in customer satisfaction.
Lastly, AccountSync Services uses Deskhero's REST API to integrate the platform with their existing systems, further enhancing their customer support process.
How does the AI generate response suggestions?
The AI uses OpenAI Embeddings from past tickets, knowledge base articles, uploaded files, and scraped website data to identify relevant content. This content is then processed through OpenAI's ChatGPT to generate response suggestions.
How does the AI refine search results?
When a customer uses the search bar, the AI employs OpenAI Embeddings to deliver more accurate results based on past 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.
