MortgageMaster receives hundreds of customer queries daily, ranging from loan application status updates to complex mortgage-related questions. Before implementing Deskhero, their customer support team was overwhelmed with the volume of tickets and struggled to provide timely responses.
With Deskhero's advanced AI capabilities, MortgageMaster has been able to automate the process of ticket management. 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 OpenAIs ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
Deskhero's AI also enhances the search results on MortgageMaster's knowledge base. By using the AI's understanding of the context and semantics of search queries, customers can find relevant information faster, reducing the need for them to reach out to the support team.
Additionally, MortgageMaster uses Deskhero's custom fields and structured data lists to categorize and prioritize tickets. This allows the support team to focus on high-priority issues, improving overall efficiency.
Since implementing Deskhero, MortgageMaster has seen a significant reduction in response times and an increase in customer satisfaction rates. The AI capabilities of Deskhero have enabled MortgageMaster to provide a superior customer support experience.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies to customer queries. This automation significantly reduces the time taken to respond to tickets.
How does Deskhero enhance the search functionality on the knowledge base?
Deskhero's AI understands the context and semantics of search queries, enabling it to provide more relevant search results. This helps customers find the information they need faster.
How does Deskhero help prioritize customer support tickets?
Deskhero allows for the use of custom fields and structured data lists to categorize and prioritize tickets. This helps the support team focus on high-priority issues first.
* This article provides an example of how a fictive company in the Mortgage Lenders & Servicers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
