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 - Human+AI™ Customer Service

AI Platform for Contact Centers.

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.

About DigitalGenius

DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI™ Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations. At its core are deep learning algorithms, which are trained on historical customer service data and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service & support conversations across text-based communication channels like email, chat, social media, SMS and mobile messaging.

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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