full resolution on chat
20%
further conversations partially resolved
45%
email automation for English and German
About
Bloom & Wild is one of Europe’s leading online florists. Caring wildly is at the heart of the business – so much so, its customer service team is called the Customer Delight team. Delighting customers is a strategic advantage for Bloom & Wild, because when something goes wrong, and the team fixes it, they know customers are more likely to come back.
Website
Bloom & Wild have developed Willow, their DigitalGenius agent, to bring the same level of customer delight that their team does. By giving it a unique personality, and the ability to offer advice and resolve queries, customers are getting faster resolutions.
The Challenge
As a fast-growing online florist, Bloom & Wild have a number of different peaks throughout the year. This made it challenging to build in enough capacity at the right times. It wasn’t possible to onboard and train all external agents to the high standard required to be in the Customer Delight team. At the same time, there were some concerns that an AI tool might also struggle to match the standard. That’s where DigitalGenius came in.
Solutions & Results
Using Visual AI
When a customer uploads a photo of flowers that haven’t arrived in a perfect state, DigitalGenius can use Visual AI to identify the stem. It can then log this as a data point for quality assurance, but also offer advice to the customer – or if needed, a replacement.
Caring about context
Flowers are often bought for an occasion. Using generative AI, Willow is able to understand the context in which customers are reaching out and display empathy.
Keeping headcount down
Willow has helped reduce the reliance on external agents for peaks. Mothers' Day 2025 was their busiest day ever, but required fewer additional temporary agents than 2024.
Helping agents
As well as fully resolving tickets, there are certain ticket types that Bloom & Wild still want a human agent to pick up. In those instances, Willow can still gather information from the customer and provide a summary to the agent, allowing for quicker resolutions.
Becoming a value center
If the Customer Delight team helps a customer, they know that that customer is more likely to come back again. DigitalGenius is helping turn customer service from a cost center into a profit center.
Matching the tone
Given the value placed on customer delight, getting AI right was critical for Bloom & Wild. The head of copy was able to train Willow to speak how real Customer Delight Agents would speak, in order to create a delightful experience that feels like talking to a human.
