CreditSage receives thousands of customer queries daily, ranging from credit score checks to dispute resolutions. The volume of these queries was overwhelming their customer support team and leading to long response times. With Deskhero, they were able to automate the process of sorting and responding to these tickets using its advanced AI capabilities.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This information is used to find relevant content which is sent through OpenAIs ChatGPT to generate suggested replies. This has significantly reduced the time it takes to respond to a ticket, improving customer satisfaction.
Deskhero's AI capabilities also enhance search results, making it easier for the customer support team to find relevant information quickly. This is particularly useful when dealing with complex queries that require in-depth knowledge of the company's policies and procedures.
Additionally, the custom fields feature allows CreditSage to categorize tickets based on their nature, making it easier to prioritize and manage them. The kanban board provides a visual overview of the ticket management process, helping the team stay organized and on top of their tasks.
Overall, Deskhero's AI capabilities have transformed CreditSage's customer support processes, making them more efficient and effective.
How has Deskhero improved response times at CreditSage?
Deskhero's AI capabilities automate the process of sorting and responding to tickets, significantly reducing the time it takes to respond to a customer query.
How does Deskhero help manage complex customer queries?
Deskhero's advanced search capabilities make it easy to find relevant information quickly, making it easier to handle complex queries.
How does Deskhero help prioritize tickets?
Deskhero's custom fields feature allows tickets to be categorized based on their nature, making it easier to prioritize and manage them.
* This article provides an example of how a fictive company in the Credit bureaus and related activities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
