CoopBank Financial Services, a cooperative bank, was struggling with an increasing volume of customer support tickets and a slow response time. They turned to Deskhero for a solution. By implementing Deskhero's advanced AI capabilities, they were able to automate the process of ticket management, significantly reducing the workload of their customer support team.
The AI capabilities of Deskhero leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This allowed CoopBank to provide more accurate and timely responses to customer inquiries. The AI system was able to analyze the content of a customer's query and suggest relevant responses based on the information available in the knowledge base and previous tickets.
Deskhero's AI also enhanced the search results within the platform. When a customer support representative searched for information to assist a customer, the AI would provide the most relevant results, speeding up the process and improving the quality of service provided.
Furthermore, Deskhero's custom fields and user groups features allowed CoopBank to categorize and prioritize tickets effectively. This helped them manage their workflow better and ensure that urgent matters were attended to promptly.
Overall, Deskhero's AI capabilities have transformed CoopBank's customer support services, improving efficiency, response times, and customer satisfaction.
How does Deskhero's AI improve ticket management?
Deskhero's AI analyzes the content of a customer's query and suggests relevant responses based on the information available in the knowledge base and previous tickets. This automation speeds up the process and reduces the workload of the customer support team.
How does Deskhero's AI enhance search results?
When a customer support representative searches for information to assist a customer, Deskhero's AI provides the most relevant results based on the query and the available data. This improves the speed and quality of service provided.
Can Deskhero's AI prioritize tickets?
While the AI itself doesn't prioritize tickets, Deskhero's custom fields and user groups features allow for effective categorization and prioritization of tickets. This helps manage workflow and ensures urgent matters are attended to promptly.
* This article provides an example of how a fictive company in the Co-operative Banks industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
