Coursehero resolves 20% of support tickets with DigitalGenius AI

In the first 90 days, 20% of support tickets were fully resolved end to end with DigitalGenius Autopilot, saving thousands of dollars each month

20%of tickets resolved

90%CSAT for automated tickets

$10,000+saved per month

Course Hero is an online learning library where members can access over 20 million course-specific study resources contributed by a community of students and educators. The platform contains practice problems, study guides, videos, class notes, and step-by-step explanations for every subject students are studying – from economics to literature, biology to history, accounting to psychology, and everything in between. Course Hero is based in Redwood City, California and has been recognized as one of the 2017 Technology Fast 500 by Deloitte.

The Challenge

The traditional seasonal student calendar, as well as Coursehero’s continuous growth, led to challenges within the company’s customer support department. Traditional solutions such as adding more staff to the support team to cope with more traffic, were discarded due to lack of scalability and cost. Coursehero has built a thriving online business that serves millions of students, while keeping a relatively small customer support team

Solution

Coursehero were not merely looking for an AI tool that could respond to customer inquiries quickly, but a solution that could also automate time consuming processes that are part of the customer journey. The company turned to DigitalGenius for help

Results

By implementing DigitalGenius into their Zendesk interface and backend systems, Coursehero has been able to significantly improve their key customer service metrics and save thousands of dollars per month in the process. DigitalGenius not only helps the support team by automatically answering customer inquiries, it also automates and executes repetitive processes with a proprietary technology called Conversational Process Automation. Results show that 33% of inbound tickets are now handled by DigitalGenius, with over half resolved without agent involvement. Automated responses also receive praise by numerous happy customers. The speed and effectiveness are commonly highlighted and Coursehero today shows a very healthy CSAT of 90%