Imagine Learning is a Provo, Utah-based educational technology company founded in 2004 that serves students for whom traditional teaching is not effective. Hundreds of thousands of students benefit from Imagine Learning, an award-winning provider of educational software. By participating in an Imagine Learning program, all students, pre-K and up, are empowered to gain the skills they need to succeed – not just in school, but also in life.
Imagine Learning’s continuous growth has attracted an increasing number of partners, teachers and students, leading to challenges to scale effectively within the company’s customer support department. The traditional scholastic year accentuates this scaling challenge by making support demands very seasonal, negating traditional solutions such as adding staff to the support team.
The ability to find a technological solution that would help Imagine Learning manage their growing business, while also offering the highest levels of customer support to their clients, quickly became paramount.
Finally, an increasing number of “how-to” and repetitive questions coming in via new channels (such as online chat and email) presented an excellent business case for the deployment of an artificial intelligence-based customer service solution.
By implementing DigitalGenius into their Zendesk agent interface, Imagine Learning has been able to significantly reduce the average time spent per ticket when using AI.
The results after only 6 months showed that DigitalGenius AI performs with an average accuracy of 90% in field prediction, which saves agents’ time by reducing valuable time spent tagging/filling in multiple ticket fields. This in turn allows agents to spend more time resolving more complex tickets.
Cases resolved with the help of AI are now answered 70% faster than prior to the DigitalGenius implementation, a significant drop in the key contact center metric of AHT (average handling time). At the same time, customer preferences for a variety of support channels are rapidly increasing. At Imagine Learning, web chat is becoming more popular with customers, as chat is more conversational and demands faster replies from agents.
As the AI keeps learning with every interaction, further automations are planned that will continue driving efficiencies across the company’s customer service.