Magoosh Uses DigitalGenius to Reduce Customer Support Queue by 50%

Since adding DigitalGenius AI to their Zendesk agent interface, Magoosh has augmented their customer experience and increased efficiency. 83% of all tickets are now supported by DigitalGenius, with 10% of total ticket volume now resolved end-to-end without agent involvement.

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Leading provider of tools for students prepping for standardized tests.


AI Platform for Customer Service

Magoosh has taken traditional test preparation and flipped it on its head. Magoosh is out to prove that the months leading up to test day don’t have to be miserable. In fact, with their help, they can actually be enjoyable. The Magoosh team is full of expert teachers, tutors, engineers and education aficionados creating the highest-quality tools and resources a student needs to study at their own pace, on their own time and affordably.

The Challenge

With more than 900 macros available with great written answers to common questions, Magoosh’s main challenge was how to make all this information searchable and available to their support team, so they didn’t need to write those answers from scratch.

Their customer support operation consists of 2 teams with 42 agents using Zendesk with industry-leading customer commitments to CSAT and SLAs. In addition, when looking for a technological solution to this problem, Magoosh wanted to future-proof their support team with AI tools that could learn and help their customer service operation with automation and full case resolution in the near future. With all these features in mind, Magoosh chose DigitalGenius as their AI customer service platform.

"When Magoosh implemented an AI system in February to help its customer service team work more efficiently, … (Customer Support Rep) Sarah 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

The Results

By implementing DigitalGenius into their Zendesk agent interface, Magoosh has augmented their customer experience and increased efficiency. DigitalGenius helps service agents with case classification, tagging and re-routing, with the AI showing 92% accuracy for tag predictions.

83% of all tickets are now supported by DigitalGenius, with nearly 10% of total ticket volume now resolved end-to-end without agent involvement. Customer service satisfaction scores for tickets resolved via DigitalGenius AutoPilot exceeds 95%.

Let's Put Your Customer Support 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 customer support 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.

What is conversational process automation, and how does it help my customer support team?

Conversational Process Automation (CPA) uses AI to connect conversations with processes.

CPA allows repetitive customer queries such as refund requests, order status inquiries, cancellations and more to be resolved in FULL, without agent involvement – even when additional third-party systems such as billing or payment processing are part of the resolution process.

This AI-driven process automation shifts the attention of agents away from repetitive, mundane work and unlocks critical time and value in your customer support function. DigitalGenius customers are seeing higher CSAT scores, better employee retention, reduced AHT and reduced costs in the contact center.

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