case study

StarOfService Implements AI to Lower Response Times in Customer Service

By implementing DigitalGenius into their Zendesk agent interface, StarOfService has been able to significantly reduce the average time spent per case.

StarOfService

Customer

DigitalGenius

AI Platform for Customer Service

The Numbers

97%
AI Accuracy
46%
AHT Reduction

The Challenge

StarOfService’s rapid growth and expansion has translated into 64% more email enquiries per month.

In order to manage the increasing volume of queries from their network of professionals and end customers, StarOfService looked into AI to help with what it does best: learn from historical data, classify incoming enquiries automatically, suggest the best answer to incoming questions and automate responses for the most common questions, in order for the StarOfService team to cope with the higher number of enquiries.

The Results

By implementing DigitalGenius into their Zendesk agent interface, StarOfService has been able to significantly reduce the average time spent per case. After only 3 months, the AI is able to correctly predict 97% of the cases, average handling time went from 6.1 to 3.3 minutes (46% AHT reduction) and more than 250,000 clicks have already been saved.

The Solution

AI-Enabled Answers
When a new enquiry is received, DigitalGenius presents AI suggested responses reducing the Average Handling Time.

AI-Powered Tagging
AI auto-tagging helps recover agent time by reducing the effort required for manual triage and case classification.

Automation
After learning from historical data and agent usage, DigitalGenius recommended which answers can be automated.

"We needed to find a way for the support team to quickly catch up on our rapid growth. We all know that hiring, on boarding and training new agents take time. That is why we are so glad to partner with DigitalGenius. The implementation was smooth and we saw the magic happen after a few days. I recommend this to any company that aims to revolutionize the world."
Mikan Puli
Global Operations Manager
StarOfService

The Client

StarOfService is trying to do with services what Amazon and Ebay did with goods, by creating the biggest marketplace to buy and sell services in a single click!

StarOfService develops and operates an on-demand online marketplace for consumers seeking professional services. Its online bidding based portal connects professional service providers with buyers including services such as plumbing, gardening, and general contracting.

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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