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.
StarOfService’s rapid growth and expansion had 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 inquiries. The company chose DigitalGenius as their AI platform for customer service.
By implementing DigitalGenius into their Zendesk agent interface, StarOfService was immediately able to significantly reduce the average time spent per case. In only the first 3 months, the AI was able to correctly predict 97% of the cases, average handling time went from 6.1 to 3.3 minutes (a 46% AHT reduction) and more than 250,000 clicks were saved.