GlobalInvest Bank receives thousands of customer queries daily, ranging from account inquiries to investment advice. To manage this volume, the bank uses Deskhero's ticket management system. The system leverages AI to categorize and prioritize tickets based on urgency and complexity, ensuring that critical issues are addressed promptly.
The bank also uses Deskhero's knowledge base feature to provide self-service options to customers. The AI capabilities of Deskhero generate articles from previous tickets, uploaded files like policies/manuals/presentations, and scraped website data. This not only reduces the workload for customer support agents but also empowers customers to find solutions independently.
Deskhero's AI capabilities also enhance the bank's search functionality. The AI uses OpenAI Embeddings to find relevant content from the knowledge base, previous tickets, and other resources. This significantly improves the accuracy and speed of search results, helping both customers and support agents find information faster.
To further improve efficiency, GlobalInvest Bank uses Deskhero's AI to suggest replies to customer queries. The AI analyzes the query and suggests the most appropriate response based on similar past queries and available resources. This not only speeds up response times but also ensures consistency and accuracy in responses.
Finally, the bank uses Deskhero's REST API to integrate the platform with other systems. This allows the bank to leverage the AI capabilities of Deskhero across multiple platforms, further enhancing efficiency and customer satisfaction.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses machine learning algorithms to analyze the content of tickets and categorize them based on factors like urgency and complexity. It then prioritizes the tickets so that critical issues are addressed first.
How does Deskhero's AI suggest replies to customer queries?
The AI analyzes the customer's query and uses OpenAI Embeddings to find similar past queries and relevant resources. It then generates a suggested reply based on this analysis.
Can Deskhero's AI capabilities be used across multiple platforms?
Yes, Deskhero's REST API allows you to integrate the platform with other systems, enabling you to leverage its AI capabilities across multiple platforms.
* This article provides an example of how a fictive company in the Investment banking activities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
