Resolution rate on chat
85%
CSAT on email automations
177%
return on investment vs. hiring
About
Abbott Lyon is a jewellery brand that specializes in crafting high-quality products with a focus on personalized designs. Started in 2015, Abbott Lyon has been one of the UK’s fastest growing ecommerce brands for the past few years.
Website
Abbott Lyon needed an AI solution that would allow them to manage the peaks in demand that their customer team were facing, in order to provide an excellent customer experience. DigitalGenius has helped make agents more efficient and answers customer questions rapidly, while matching the human team’s CSAT scores.
The Challenge
Abbott Lyon is growing very fast, and that poses challenges. Many of Abbott Lyon’s products are bought as gifts, which means that each order is highly sentimental. Therefore, in a crowded marketplace with lots of competitors, having a great customer experience is critical in order to stand out and continue to grow. For Abbott Lyon to achieve these standards while growing at that pace required either much more hiring, or automation.
Solutions & Results
Improving agent efficiency
Sometimes customers forget to attach images to emails, meaning agents waste time asking them to resend them. DigitalGenius checks this automatically, saving agents an average of 15 minutes per ticket.
Instant resolutions
When Abbott Lyon switched on chat, the team saw that around half of all tickets were being resolved out of the box. This focus on speed has reduced SLAs by half.
Tone of voice
Abbott Lyon’s team has helped shape the tone of voice that Lucy, their AI Agent uses. This ensures a consistently high quality TOV, contributing to Lucy’s CSAT matching that of their human agents.
Deploying image recognition
Abbott Lyon specializes in engraved fingerprint designs – previously relying on a team of 20 agents to manually validate customer-submitted fingerprint images. This crucial step in the order process has now been automated with DigitalGenius's Visual AI, achieving the same success rate as the manual checks.
Automating warranty claims
When items are damaged and customers submit warranty claims, DigitalGenius replicates Abbott Lyon’s business rules to validate the claim. Then, DigitalGenius can calculate the product price and generate a Shopify discount code immediately – allowing for instant resolutions.
Positive returns
By deploying AI Agents, Abbott Lyon have been able to keep their team lean. As a result of those cost savings, they have seen an overall return on investment of 177%.
