ETFExpress receives a high volume of customer queries daily, ranging from account setup, trading inquiries to technical issues. The company leverages Deskhero's advanced AI capabilities to manage these tickets effectively. The AI uses 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 the response time.
Deskhero's AI capabilities also enhance the search results on ETFExpress's helpdesk. When customers use the comprehensive search bar, the AI uses embeddings to find the most relevant content from the knowledge base, previous tickets, and other resources. This feature has significantly improved the self-service capabilities of ETFExpress's helpdesk.
The company also uses Deskhero's AI to automatically categorize and prioritize incoming tickets. This feature has helped ETFExpress's support team to focus on high-priority issues, improving their overall productivity.
Furthermore, ETFExpress uses Deskhero's REST API to integrate the platform with their existing systems. This integration has enabled the company to leverage their existing data to further enhance the AI's performance.
Overall, Deskhero's advanced AI capabilities have enabled ETFExpress to provide faster and more accurate responses to customer queries, improving their customer satisfaction and retention rates.
How does Deskhero's AI improve the response time?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, and other resources to find relevant content. This content is then used to generate suggested replies, significantly reducing the time it takes to respond to customer queries.
How does Deskhero's AI enhance the search results?
When customers use the search bar, Deskhero's AI uses embeddings to find the most relevant content from the knowledge base, previous tickets, and other resources. This feature improves the accuracy and relevance of the search results.
Can Deskhero's AI categorize and prioritize tickets?
Yes, Deskhero's AI can automatically categorize and prioritize incoming tickets. This feature helps support teams to focus on high-priority issues, improving their overall productivity.
* This article provides an example of how a fictive company in the Exchange-traded funds (ETFs) trading industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
