CUSTOMER STORY

StarOfService Sees 46% Reduction in Average Handling Time (AHT) with DigitalGenius

After only 3 months, DigitalGenius AI correctly predicted 97% of all cases

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StarOfService

Customer

DigitalGenius

AI Platform for Customer Service

The Numbers

97%
AI Accuracy
46%
AHT Reduction

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.

The Challenge

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.

The Results

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.

"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

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.

We'd love to talk with you more about it!







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