ReinsureMax deals with a large number of customer queries daily, which range from policy details to claim processing. To manage these queries effectively, ReinsureMax uses Deskhero's AI capabilities. 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 processed by OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
The AI also improves the search results in the knowledge base. When customers search for information, the AI uses the embeddings to provide the most relevant articles, ensuring that customers can find the information they need without needing to contact customer support. This has reduced the volume of tickets generated for basic inquiries, allowing the customer support team to focus on resolving more complex issues.
ReinsureMax also uses Deskhero's custom fields feature to categorize tickets based on the type of query, policy, or issue. This, combined with the AI's ability to suggest replies, has improved the ticket management process, making it more efficient and effective.
Additionally, the AI's ability to generate knowledge base articles from Word, PowerPoint, PDF files, and scraped website data has simplified the process of keeping the knowledge base updated. Whenever a new policy or manual is uploaded, the AI automatically generates a new article, ensuring that the knowledge base always contains the most recent and relevant information.
In conclusion, Deskhero's advanced AI capabilities have allowed ReinsureMax to provide quicker, more accurate customer support, improving customer satisfaction and loyalty.
How does Deskhero's AI suggest replies to customer queries?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then processed by OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI improve the search results in the knowledge base?
When customers search for information in the knowledge base, Deskhero's AI uses the embeddings to provide the most relevant articles, ensuring that customers can find the information they need quickly and accurately.
How does Deskhero's AI help keep the knowledge base updated?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and scraped website data. Whenever a new policy or manual is uploaded, the AI automatically generates a new article, ensuring that the knowledge base always contains the most recent and relevant information.
* This article provides an example of how a fictive company in the Credit and Surety Reinsurance industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
