InsureAct receives a high volume of customer queries daily, ranging from policy clarifications to claim procedures. To manage this, they utilize Deskhero's ticket management system, which categorizes and prioritizes tickets based on urgency and topic. The system also allows InsureAct to assign tickets to specific user groups, ensuring that the right team handles each query.
With Deskhero's AI capabilities, InsureAct can automatically generate suggested replies for common queries. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals. This not only speeds up the response time but also ensures consistency in the information provided to customers.
Deskhero's AI also enhances InsureAct's search functionality. When a customer raises a query, the AI scans through the company's knowledge base and other resources to find relevant content. This feature has significantly reduced the time spent by customer support agents on research, allowing them to focus more on resolving complex issues.
InsureAct also uses Deskhero's website scraping feature to keep their knowledge base updated. The AI can scrape data from specified websites, such as changes in insurance regulations, and update the knowledge base accordingly. This ensures that the customer support team always has the most current information at their disposal.
By integrating Deskhero's REST API, InsureAct has been able to seamlessly incorporate these features into their existing systems. This has resulted in a more efficient and effective customer support service, leading to increased customer satisfaction.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. It identifies patterns and commonalities in these sources to provide accurate and consistent responses.
How does Deskhero's AI enhance the search functionality?
When a query is raised, Deskhero's AI scans through the company's knowledge base and other resources to find relevant content. This reduces the time spent by customer support agents on research.
How does Deskhero's website scraping feature work?
Deskhero's AI can be programmed to scrape data from specified websites. It then updates the knowledge base with this information, ensuring that the customer support team always has the most current information.
* This article provides an example of how a fictive company in the Actuarial Services for Insurance Companies and Pension Funds industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.