CSAT on cancellation requests, up from 60%
47%
of email enquiries fully resolved by AI
98%
reduction in first response time
95%
early intervention retention rate
About the company
Seed holds its customer experience to the same standard as its science. When constant headcount growth became unsustainable, Seed brought in DigitalGenius to automate what made sense while keeping people where they matter. After testing other vendors at renewal, Seed found that other providers lacked DigitalGenius’s control and customization. Now, Seed are using DigitalGenius to manage cancellation requests, including approving refunds.
The Challenge
Seed's support team kept adding headcount to keep up with demand, and that model had reached its limit. Automation was the answer, but for a brand built on science, having control over the AI Agent responses was essential – any inaccurate or unhelpful reply is a reputational risk. As a result, Seed came to DigitalGenius. Since then, as Seed’s product range has grown, and customers’ needs have become complex, DigitalGenius’s level of control and customization has become more and more essential to Seed.
Solutions & Results
Acting for customers
DigitalGenius cancels subscriptions and issues eligible refunds on members' behalf, rather than sending a self-service link. By building a new logic for multi-product subscribers, members can cancel one product and keep another. Upon implementing, CSAT on cancellation requests rose from 60% to 91%.
Orchestrating responses
Seed uses the Orchestrator agent, which intelligently calls the right sub-agent(s) for every task to resolve every issue in a ticket. This enables Seed to resolve more tickets than before, including more complex requests.
Sensitive cases, human hands
DigitalGenius also acts as a triage and routing system, ensuring that medically and legally sensitive enquiries go to the right human team, while routine tickets are automated.
Agents doing revenue work
Automating transactional queries enabled Seed to promote Member Experience Coordinators to Member Loyalty Specialists. Now focused on higher-value retention, cross-selling, and upselling, the team proactively supported at-risk members and achieved a 95% retention rate for this customer group.
Control and customization
Seed chose to stay with DigitalGenius because it combines agentic AI with strict guardrails where they're needed. Beyond workflows, Seed builds its own data points into analytics, and DigitalGenius solutions engineers deliver complex requests, such as the multi-product cancellation logic, that Seed didn't find elsewhere.
Handling peak
During peak in January, Seed’s volumes would explode and there would be an immediate increase in first response time, and decrease in CSAT. With DigitalGenius, the team are much more able to ride those waves
