CreditSure Global receives a high volume of customer queries daily, ranging from policy inquiries to claim disputes. The company uses Deskhero's advanced AI capabilities to manage these tickets efficiently. The AI leverages 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 suggested replies, significantly reducing response times.
The AI also enhances the search results in the knowledge base. When customers search for information, the AI uses the embeddings to provide the most relevant articles, ensuring customers find the information they need quickly and accurately. This feature has reduced the number of tickets generated for basic inquiries, allowing the customer support team to focus on more complex issues.
CreditSure Global also uses Deskhero's custom fields feature to categorize tickets based on the type of query, policy, or issue. This feature, combined with the AI's ability to suggest replies, has streamlined the ticket management process, improving the team's productivity and efficiency.
Furthermore, the AI's ability to generate knowledge base articles from Word, PowerPoint, PDF files, and even scraped website data has made it easier for CreditSure Global to keep their knowledge base up-to-date. The AI automatically generates new articles whenever a new policy or manual is uploaded, ensuring the knowledge base always contains the latest information.
Overall, Deskhero's advanced AI capabilities have enabled CreditSure Global to provide faster, more accurate customer support, enhancing 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 sent through OpenAI's ChatGPT to generate suggested replies.
How does Deskhero's AI enhance 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 customers find the information they need quickly and accurately.
How does Deskhero's AI help keep the knowledge base up-to-date?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, PDF files, and even scraped website data. Whenever a new policy or manual is uploaded, the AI automatically generates a new article, ensuring the knowledge base always contains the latest 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.
