case study

Magoosh upgrades customer service with AI in Zendesk

By adding DigitalGenius Human+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.

Magoosh

Leading provider of tools for students prepping for standardized tests.

DigitalGenius - Human+AI™ Customer Service

Support Brilliance.

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 in-depth questions for 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 Human+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.

Supercharge your customer service

with Human+AI

Frequently Asked Questions

To get started, we prepared a list of questions to help you learn more about our product and our company.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk, etc). We will take you through an onboarding experience from installing the app, to training and deploying your first AI Model. Once the app is configured and the model is trained, you can onboard your agents, and begin using the tool to 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 predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

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

3. 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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