CapitalGrow Investment Bank receives a high volume of customer queries daily, ranging from account issues to investment advice. To manage this, they use Deskhero's ticket management system. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies to new queries. This reduces the time taken to resolve tickets and improves customer satisfaction.
With the custom fields feature, CapitalGrow has been able to categorize their tickets based on the type of query. This allows the AI to provide more accurate suggestions and also helps the support team prioritize their tasks.
The knowledge base of CapitalGrow is extensive, containing numerous articles and files. Deskhero's AI leverages OpenAI Embeddings to find relevant content from these resources when generating suggested replies. This not only enhances the quality of the responses but also makes the knowledge base more accessible to the support team.
CapitalGrow also uses the website scraping feature of Deskhero to keep their knowledge base updated. The AI analyzes the scraped data and updates the embeddings accordingly, ensuring that the suggested replies are always up-to-date.
Finally, the comprehensive search bar powered by the AI makes it easy for the support team to find the information they need. It uses the embeddings to enhance the search results, making the process faster and more efficient.
How does Deskhero's AI improve the efficiency of the support team?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies to new queries. This reduces the time taken to resolve tickets. Also, the AI-powered search bar makes it easy for the support team to find the information they need.
How does Deskhero's AI enhance the quality of the responses?
Deskhero's AI leverages OpenAI Embeddings to find relevant content from the knowledge base when generating suggested replies. This ensures that the responses are accurate and informative.
How does Deskhero keep the knowledge base updated?
Deskhero uses a website scraping feature to gather the latest information. The AI analyzes this data and updates the embeddings accordingly, ensuring that the suggested replies are always up-to-date.
* This article provides an example of how a fictive company in the Investment Banks industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
