case study

Magoosh upgrades customer service with AI in Zendesk

By adding DigitalGenius AI to their Zendesk agent interface, Magoosh has been able to augment their customer service experience and increase the efficiency of both their Community Support and distributed Remote Tutors teams.

Magoosh

Leading provider of tools for students prepping for standardized tests.

DigitalGenius

AI Platform for Customer Service

Magoosh is the leading provider of tools for students prepping for standardized tests. They utilize two teams of agents handling account inquiries, as well as for in-depth questions on specific tests.

Challenge

42 agents, 2 teams
On Zendesk, operating on industry-leading customer commitments, CSAT and SLAs.

High quality and flexible search
Over 900 macros is a must-have for delivering timely and accurate responses to common questions.

Accuracy
Maintaining a high level of accuracy using tags reducing the need to audit data for reporting.

Solution

AI-Powered Tagging
High accuracy with tag predictions ensures tickets can be quickly routed to the correct team’s ticket views.

AI Suggested Macros
Based on training from historical logs saves time by surfacing the most relevant macros.

Quick access to historical responses
Provides an additional resource for customizing replies using the best of both macros and past responses.

"When Magoosh implemented an AI system in February to help its customer service team work more efficiently, … Ms. Seiwert said the software has reduced Magoosh’s queue of customer requests by half, and it has made her team’s goal of responding to every customer within 24 hours more manageable."
New York Times
April 2017
Magoosh

Results

By adding DigitalGenius AI to their Zendesk agent interface, Magoosh was able to augment their customer service experience, and increase the efficiency of both their Community Support and distributed Remote Tutors teams.

Let's Put Your Contact Center on Autopilot.

Want to Learn More About DigitalGenius?

Here are a few answers to help you learn more about how to start understanding conversations, automating repetitive processes and delighting your customers.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk and many others). We will take you through a thorough onboarding experience from identifying your most expensive & repetitive tickets; installing the app; and then training and deploying your first AI Model. Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin using the tool to automate inbound queries end-to-end, reduce AHT, support increasing volumes and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius puts your most repetitive and expensive tickets on autopilot by connecting conversations to processes, from the inbound ticket itself all the way through your backend systems via our open API framework.

2. DigitalGenius predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

3. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

4. If the predicted answers fall above a certain confidence level, those responses can be automated.

How safe is the customer data?

DigitalGenius has developed and implemented policies and technologies to ensure that confidential data is protected and managed securely. DigitalGenius applications are compliant with The US Data Protection Act and other similar international, regional and local legislation.







Your personal information will remain private.

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