DerivEdge Trading receives a high volume of customer queries daily, ranging from technical issues to complex derivatives trading inquiries. To manage these effectively, the firm uses Deskhero's ticket management feature, which categorizes and prioritizes tickets based on their urgency and complexity. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest appropriate responses to new tickets, significantly reducing response time.
The firm also uses Deskhero's custom fields and structured data lists to organize customer data and track interactions. The AI capabilities of the platform analyze this data to identify trends and patterns, helping the firm understand common customer issues and improve their services accordingly.
Deskhero's AI capabilities also enhance the firm's knowledge base. The platform generates knowledge base articles from various sources, including word documents, powerpoint presentations, pdf files, and scraped website data. This ensures that the knowledge base is always up-to-date and comprehensive, aiding both customer support agents and customers in finding relevant information quickly.
Furthermore, the firm uses Deskhero's comprehensive search bar, powered by AI, to find relevant content quickly. The AI analyzes OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to provide accurate search results, saving time and improving efficiency.
Finally, DerivEdge Trading uses Deskhero's REST API to integrate the platform with their existing systems, ensuring seamless data exchange and enhancing overall operational efficiency.
How does Deskhero's AI capabilities reduce response time?
Deskhero's AI capabilities analyze previous tickets and knowledge base articles to suggest appropriate responses to new tickets, significantly reducing the time taken to respond to customer queries.
How does Deskhero ensure the knowledge base is always up-to-date?
Deskhero generates knowledge base articles from various sources, including word documents, powerpoint presentations, pdf files, and scraped website data. This ensures that the knowledge base is always comprehensive and updated.
How does Deskhero's comprehensive search bar work?
Deskhero's search bar is powered by AI, which analyzes OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to provide accurate search results.
* This article provides an example of how a fictive company in the Derivatives trading industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
