CoverEdge uses Deskhero's AI to manage and prioritize their support tickets. The AI system analyzes each ticket and routes it to the most suitable support agent based on the issue's complexity and the agent's expertise. This has significantly improved response times and resolution rates.
The AI also generates suggested replies based on previous tickets and knowledge base articles. This not only accelerates the response process but also ensures that the replies are accurate and consistent. As a result, CoverEdge has seen a significant increase in customer satisfaction scores.
CoverEdge has also utilized Deskhero's AI to enhance their search results. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to provide more relevant and comprehensive search results. This has made it easier for customers to find the information they need and reduced the number of support tickets.
With Deskhero's kanban board, CoverEdge has been able to visualize their support process and track the progress of each ticket. This has improved their workflow and made it easier to identify bottlenecks and areas for improvement.
Finally, CoverEdge uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration has further streamlined their operations and improved their overall efficiency.
How does Deskhero's AI manage and prioritize tickets?
Deskhero's AI analyzes each ticket and routes it to the most suitable support agent based on the issue's complexity and the agent's expertise.
How does Deskhero's AI enhance search results?
The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to provide more relevant and comprehensive search results.
Can Deskhero be integrated with existing systems?
Yes, Deskhero's REST API allows for seamless integration with existing systems.
* This article provides an example of how a fictive company in the Business/Commercial Insurance industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
