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.
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.
When a new enquiry is received, DigitalGenius presents AI suggested responses reducing the Average Handling Time.
AI auto-tagging helps recover agent time by reducing the effort required for manual triage and case classification.
After learning from historical data and agent usage, DigitalGenius recommended which answers can be automated.
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.
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.