deflection rate within 4 months
80%
CSAT score
33%
reduction in daily tickets
About the company
Since going live with DigitalGenius, Kukoon has seen an incredible deflection rate on chat. The team is handling 33% fewer tickets, customer satisfaction scores are higher than human agents, and there has been continual improvement across the board.
The Challenge
Like many ecommerce brands, coping with peak volumes became a major headache for Kukoon. Around 40% of their annual customer service tickets occur in November and December, and the team were handling the volume with temporary staff. Things got so busy that staff were having to be pulled in from other departments. Response quality dropped, wait times climbed and the customer experience suffered. Kukoon needed a more scalable solution.
Solutions & Results
Rapid deployment
Within 3 months of going live with DigitalGenius, Kukoon are already deflecting 73% of chat conversations. There was some initial scepticism internally about how the AI would sound, but from the off the internal feedback was positive. Since launch, there has been continual week-on-week improvement that has been noticed throughout the organisation.
Ticket volume down
Despite year-on-year sales growth, Kukoon's daily ticket volume has dropped 33% – directly attributable to live chat handling queries before they become tickets. Customers are getting answers faster, and the team's inbox is lighter for it.
Incredible customer feedback
Kukoon’s AI Agent is receiving CSAT scores from customers of 80% – this is higher than their human agents. With DigitalGenius’s analytics, the Kukoon team is able to filter by ticket type and find areas for improvement.
Sounding like Kukoon
One concern with using AI was that the responses would be too robotic. But the team has been able to focus on its tone of voice to match its distinct brand and consistently improve to the point where there is no discernable difference between AI and human agent conversations. The AI agent has been customized so much it seems like it’s been built by Kukoon themselves.
