Binah.ai enhances customer support efficiency and accuracy with DevRev
4 min read
Last Updated
Company
Binah.ai
Founded
2016
Industry
Digital Healthcare
Employees
51-100
Headquarters
Boston, Massachusetts
The Company
Founded in 2016, Binah.ai is the leading provider of health and wellness monitoring software. The company has developed an innovative technology that transforms camera-equipped devices such as smartphones into tools for monitoring a wide range of health indicators, including blood pressure, bloodless blood tests such as hemoglobin and hemoglobin A1c, HRV, diabetes risk, stress levels, and many more. This is achieved through a combination of signal processing, AI, and a proprietary mathematical framework created by their team of mathematicians, physicists, and biotechnology experts.
With five patents and a worldwide presence, Binah.ai supports over 150 clients in the insurance, healthcare and wellness sectors, including several Fortune 500 companies. A B2B company, Binah.ai enables organizations in numerous sectors to gain easy access to end-users' shared health data, allowing them to provide better services at lower costs, while reflecting Binah.ai’s leading role in the evolving landscape of digital healthcare.
The Challenge
As Binah.ai scaled, they wanted to streamline their support processes. Their existing system couldn’t handle the rapidly expanding customer base or the complex support needs. To prevent agent and customer dissatisfaction, the Binah.ai team knew they needed to make a change.
We at Binah.ai have cutting-edge technology, but the support system we had (Zendesk), was a few years behind.
Binah.ai wanted to upgrade its support operations by partnering with a cutting-edge AI platform. The goal was to expedite ticket resolution, enhance issue accuracy, extract valuable customer insights through in-depth analytics, and provide a superior self-service experience, ultimately driving overall customer satisfaction.
The Solution
Why DevRev stood out
Aware of the limitations with their current provider, Binah.ai sought a tailored solution that could enhance ticket resolution speed and accuracy, while empowering customers with self-serve support capabilities. DevRev's distinctive AI-native platform immediately caught their attention.
What really caught our eye was realizing we could bring consumer-grade expectations and experiences to the support world, delivering a 'wow' effect for our clients and ourselves, with better and more accurate responses.
The implementation process
Eyal acknowledged that one of the biggest hesitations support teams have with switching support systems is the migration period, but he was pleasantly surprised with DevRev’s migration tools and customer support team’s attentive and swift nature.
DevRev tools made it super easy for us to switch, seamlessly handling complex API connections and integrations, and greatly simplifying my life.
Transitioning systems can often present complex challenges, especially with existing integrations and workflows. However, DevRev offers all the essential tools for a seamless migration from tools like Zendesk, Jira, Slack, and Salesforce. With the proper configuration, tickets can be migrated effortlessly with a single click. For example, at the beginning of Binah.ai’s transition, they were using Zendesk and DevRev in parallel. DevRev’s Airdrop feature allowed Binah.ai to sync tickets seamlessly between both systems, ensuring that nothing was missed during the changeover.
The Results
Since implementing DevRev, Binah.ai has experienced transformative improvements in their customer support operations. Key functionalities like AI-driven issue resolution suggestions and advanced ticket summarization have streamlined workflows for support agents.
My agents now receive three accurate ticket response suggestions from DevRev, based on existing knowledge and previous tickets, allowing for shorter resolution cycles, happy agents, and happy clients
One of the most notable outcomes was the significant improvement in knowledge base capabilities. DevRev made it effortless to integrate a large amount of information into the support system. Eyal recollects that Binah entered their website URL into DevRev, and within minutes, had a fully functional AI-based chat providing instant and accurate answers to clients, automatically updating its knowledge from internal articles.Today, Binah.ai finds that DevRev has not only modernized its support operations but also enhanced overall customer experience. The Binah.ai team is confident in its support capabilities and feels this successful partnership underscores how leveraging AI can significantly strengthen customer support frameworks, improving both efficiency and client satisfaction.
Top Features
- Ticket management system
- Team inbox for customer conversations
- Turing AI
- PLuG Portal
- Customized automatic responses
- Knowledge base articles
- Airdrop
- Workflows
Benefits
- Faster Ticket Resolution: AI-driven suggestions and ticket summarization has already shortened resolution times by 15% after moving from Zendesk.
- Enhanced Accuracy: Accurate issue resolution, the three suggestions from previously resolved tickets ensure the right context is available when dealing with new tickets.
- Improved Self-serve: Effortless integration of information into the support system led to more accurate, faster, and human-like responses.
- Smooth Migration: DevRev’s migration tools and support ensured an easy transition, handling complex integrations seamlessly.
- Improved Customer Experience: Modernizing support with AI enhanced responsiveness and overall customer experience.
