# DigitalGenius

> DigitalGenius is the AI Agent built exclusively for ecommerce and retail brands. It combines best-in-class LLMs with proprietary orchestration and deterministic workflows (Genius Flows) to fully resolve customer queries — not just deflect them — across chat, email, social, SMS, voice and in-app channels. Through deep, free-of-charge integrations with helpdesks, ecommerce platforms, carriers and payment providers, it handles common ecommerce use cases such as Where Is My Order (WISMO), returns, order changes, subscriptions, warranty and damage claims, and pre-purchase product recommendations, while surfacing Voice-of-the-Customer insights. Brands use DigitalGenius to raise resolution rates, cut handling times, scale support without adding headcount, and maintain high CSAT and NPS.

- [DigitalGenius home](https://www.digitalgenius.com/): Transform your customer experience with DigitalGenius – AI-powered customer service automation for pre- and post-purchase questions.

## Platform

- [Platform Overview](https://www.digitalgenius.com/platform-overview): How the DigitalGenius platform helps ecommerce brands resolve customer queries from first message to full resolution.
- [AI Engine Orchestration](https://www.digitalgenius.com/ai-os-for-ecommerce): Discover how our hybrid AI Engine combines LLMs and approved workflows to resolve more customer service queries.
- [Deep Integrations](https://www.digitalgenius.com/integrations): Through deep integrations with helpdesks, carriers & shipping, ecommerce platforms and more, retailers can automate many CX processes.
- [Channels](https://www.digitalgenius.com/channels): Deploy DigitalGenius's AI Agent across all your channels, from chat and email through to social, SMS and voice.
- [AI Customer Service for Voice](https://www.digitalgenius.com/voice): Provide AI customer support on the phone and voice channels for customers who just want to talk.

## Solutions

- [Customer Care](https://www.digitalgenius.com/customer-care): Provide 24/7 customer service care. Help customers resolve issues without speaking to a human.
- [Agentic Commerce](https://www.digitalgenius.com/agentic-commerce): Turn shoppers into buyers with AI-driven product advice, recommendations and upsells.
- [Voice of the Customer](https://www.digitalgenius.com/voice-of-customer): Turn customer conversations into insights your business can act on, with detailed analytics and custom reports.
- [Proactive Customer Service](https://www.digitalgenius.com/proactive): Proactively reach out to customers with customer service updates before they need to contact you.

## Customer Stories

- [Customer Stories](https://www.digitalgenius.com/customers): We work with leading ecommerce brands and online retailers to transform their customer experience and delight their customers.
- [Odlo](https://www.digitalgenius.com/customers/odlo): Odlo's agents are able to focus more on individual requests now that many of the repetitive responses have been entirely automated.
- [G-Star Raw](https://www.digitalgenius.com/customers/gstar): G-Star Raw customer story on automating ecommerce customer service with DigitalGenius.
- [Snipes](https://www.digitalgenius.com/customers/snipes): Snipes customer story on automating ecommerce customer service with DigitalGenius.
- [waterdrop](https://www.digitalgenius.com/customers/waterdrop): waterdrop customer story on automating ecommerce customer service with DigitalGenius.
- [AllSaints](https://www.digitalgenius.com/customers/allsaints): AllSaints managed to reduce its backlog by 50% during peak, thanks to a rapid implementation of DigitalGenius
- [Beauty Pie](https://www.digitalgenius.com/customers/beauty-pie): Beauty Pie customer story on automating ecommerce customer service with DigitalGenius.
- [You Garden](https://www.digitalgenius.com/customers/you-garden): You Garden used DigitalGenius to handle an unpredictable peak with 16% fewer agents than before.
- [air up](https://www.digitalgenius.com/customers/airup): air up customer story on automating ecommerce customer service with DigitalGenius.
- [Rapha](https://www.digitalgenius.com/customers/rapha): Rapha fully resolves 74% of automated email conversations with DigitalGenius
- [Boardriders](https://www.digitalgenius.com/customers/boardriders): Boardriders, owner of Quiksilver, Roxy, DC Shoes and others sports brands, works with DigitalGenius to automate customer service across multiple languages.
- [Organic Basics](https://www.digitalgenius.com/customers/organic-basics): Organic Basics use DigitalGenius to automate requests to cancel or amend orders saving a staggering amount of money.
- [Grenade – Case Study](https://www.digitalgenius.com/customers/grenade): Grenade use DigitalGenius to help scale their business while maintaining the best possible relationship with their customers.
- [Bella+Duke prevent 30% of subscription cancellations with AI](https://www.digitalgenius.com/customers/bella-duke): How Bella+Duke use a DigitalGenius AI-powered widget to prevent 30% of subscription cancellations.
- [Blakely Clothing](https://www.digitalgenius.com/customers/blakely-clothing): How Blakely Clothing reached a 65% email resolution rate with DigitalGenius AI.
- [BESTSECRET](https://www.digitalgenius.com/customers/best-secret): BESTSECRET automate over 45% of customer service tickets with DigitalGenius
- [On](https://www.digitalgenius.com/customers/on): How On uses DigitalGenius AI to scale customer service, with 70% of enquiries handled by AI.
- [Nectar Sleep save hours of manual work for agents through AI](https://www.digitalgenius.com/customers/nectar-sleep): Using AI across email, chat and web widgets has allowed Nectar sleep to resolve 46% of chat conversations and 54% on email
- [Bloom & Wild resolve 50% of chat conversations with AI](https://www.digitalgenius.com/customers/bloom-wild): How Bloom & Wild use DigitalGenius AI to resolve 50% of chat conversations.
- [Abbott Lyon see a 177% return on investment](https://www.digitalgenius.com/customers/abbott-lyon): By using AI Agents with image recognition built in, Abbott Lyon are able to solve customer queries across email and chat, driving high CSAT scores and high ROI.
- [mammaly achieve a 80% deflection rate for returns queries](https://www.digitalgenius.com/customers/mammaly): mammaly worked with DG to build an AI Agent to improve their returns process, and built a custom proactive workflow to deal with unregistered returns.
- [Club L London uses AI to automate the work of 41 seasonal agents for peak](https://www.digitalgenius.com/customers/club-l-london): Club L London have built Alice, an AI Agent built on DigitalGenius who automates the work of 10 agents a week.
- [Scentbird save $1m a year on customer service](https://www.digitalgenius.com/customers/scentbird): By automatically handling 70% of customer service conversations through DigitalGenius, Scentbird and Drift have seen incredible savings.
- [Kukoon rugs see 73% deflection after 4 months](https://www.digitalgenius.com/customers/kukoon): See how Kukoon got off to a fast start with DigitalGenius, deflecting 73% of chat conversations after 4 months.

## Resources

- [Blog – Insights into AI For Ecommerce](https://www.digitalgenius.com/resources/blog): Customer experience insights from across the ecommerce industry and information about the growth of AI in customer service.
- [Webinars – AI for Customer Service](https://www.digitalgenius.com/resources/webinars): Sign up for our upcoming webinars, and watch previous webinars into Ai and customer experience tools here.
- [Downloads – AI for Customer Service](https://www.digitalgenius.com/resources/downloads): Find our reports and resources and stay up to date on the latest AI trends.
- [Contact to Order Ratio Calculator](https://www.digitalgenius.com/contact-order-ratio): Work out your contact-to-order ratio with our calculator, and see techniques for improving it.

## Blog

- [Rebuilding CX Teams for the AI Era](https://www.digitalgenius.com/resources/blog/rebuilding-cx-teams-for-the-ai-era): How to rebuild and restructure CX teams for the AI era.
- [The risks of relying on Deflection rate alone](https://www.digitalgenius.com/resources/blog/the-risks-of-relying-on-deflection-rate-alone): Deflection rate is a risky metric to use to measure the performance of your AI agent. Here's why.
- [How to reduce Voice AI abandonment with one simple technique](https://www.digitalgenius.com/resources/blog/how-to-reduce-voice-ai-abandonment-with-one-simple-technique): There's one simple way you can cut call abandonment with AI – shorten your opening message.
- [Award-Winning AI: How Abbott Lyon's Customer Service Team Took Home Gold](https://www.digitalgenius.com/resources/blog/award-winning-ai-how-abbott-lyon-s-customer-service-team-took-home-gold): How Abbott Lyon clinched gold at the Customer Satisfaction Awards 2026
- [​​Are You Using LLMs for the Wrong Customer Service Tasks?](https://www.digitalgenius.com/resources/blog/are-you-using-llms-for-the-wrong-customer-service-tasks): LLMs are bad at maths, so why are you using them to do calculations in your customer service?
- [How AI can handle fraudulent returns](https://www.digitalgenius.com/resources/blog/how-ai-can-handle-fraudulent-returns): Fraud is a major issue for ecommerce teams. Used in the right way, AI can help minimize fraud when it comes to fraudulent returns.
- [How AI can deal with your post-peak backlog of tickets](https://www.digitalgenius.com/resources/blog/how-ai-can-deal-with-your-post-peak-backlog-of-tickets): What do you do with a post-peak backlog of tickets? Try using AI to automatically respond to them and clear all your tickets.
- [Agentic AI for Ecommerce: Top 15 Tools to Consider](https://www.digitalgenius.com/resources/blog/top-ai-agents-for-ecommerce---15-tools-to-consider): AI Agents are essential tools for ecommerce brands to manage customer contacts. Here are some tools you should consider.
- [Automate Customer Service Through Email](https://www.digitalgenius.com/resources/blog/automate-customer-service-through-email): Discover how to automate customer service email, boost efficiency and enhance your customers' experience. Unlock secrets in our insightful blog post.
- [Voice of the Customer: How to Use AI to Tap into It](https://www.digitalgenius.com/resources/blog/how-to-use-ai-to-tap-into-the-voice-of-the-customer): Insights AI gives ecommerce brands the real time insights into the Voice of the Customer that they need to make strategic decisions.
- [10 ways you can use AI to proactively manage customer service over peak](https://www.digitalgenius.com/resources/blog/10-ways-you-can-use-ai-to-proactively-manage-customer-service-over-peak): Proactively manage your customer service tickets with AI and keep customers happy and the backlog down.
- [How Hybrid AI creates scalable customer service](https://www.digitalgenius.com/resources/blog/how-hybrid-ai-creates-scalable-customer-service): A hybrid approach to customer service AI can allow businesses to scale their responses horizontally, vertically and in parallel
- [Why prompt-based AI Agents are not suitable for ecommerce brands](https://www.digitalgenius.com/resources/blog/why-prompt-based-ai-agents-are-not-suitable-for-ecommerce-brands): Prompt-based AI Agents are more likely to result in hallucinations and broken experiences. They need workflows to be truly effective.
- [Chatbot Speed: Are Slower Chatbots Better Than Faster Ones?](https://www.digitalgenius.com/resources/blog/are-slower-chatbots-better-than-faster-ones): There is a sweet spot between slow and fast chatbots, because of the Labor Illusion.
- [Do 95% of AI Pilots Fail? Not in Customer Service.](https://www.digitalgenius.com/resources/blog/do-95-of-ai-pilots-fail-not-in-customer-service): 95% of AI projects do not fail in customer service, despite what headlines from MIT suggest.
- [Do you HAVE to provide Human Customer Service?](https://www.digitalgenius.com/resources/blog/do-you-have-to-provide-human-customer-service): A new U.S. Senate bill suggests that customers can demand to speak to a U.S. customer service agent – what will be the impact?
- [Making your AI sound less like an AI](https://www.digitalgenius.com/resources/blog/making-your-ai-sound-less-like-an-ai): If you want your chatbot to sound less robotic, less like it's AI, then here's what you need to think about.
- [How to use image recognition to detect damaged products](https://www.digitalgenius.com/resources/blog/how-to-use-image-recognition-to-detect-damaged-products): Discover how leading ecommerce brands use Visual AI and Image recognition to detect different product issues.
- [The ‘Death Curve’ for subscription brands](https://www.digitalgenius.com/resources/blog/the-death-curve-for-subscription-brands): Subscription brands need to avoid the Death Curve – a term for when referrals are too low to allow sustained growth.
- [Streamlining Service: A Guide to Contact to Order Ratio](https://www.digitalgenius.com/resources/blog/contact-to-order-ratio): Methods for how ecommerce brands can keep their contact to order ratio low and manageable
- [Intent Detection – the building block of Conversational AI](https://www.digitalgenius.com/resources/blog/intent-detection-the-building-block-of-conversational-ai): Intent Detection is the building block of conversational AI, allowing brands to be able to accurately answer questions correctly.
- [AI Agents for Customer Service: Should You Build or Buy?](https://www.digitalgenius.com/resources/blog/ai-agents-for-customer-service-should-you-build-or-buy): Build vs. Buy is the classic debate with any tech solution, including AI Agents. So what should you be doing? We dive in
- [Human+AI: The Customer Service of the Future](https://www.digitalgenius.com/resources/blog/human-ai-the-customer-service-of-the-future): The customer service team of the future will strike the perfect balance of humans and AI, and will emphasise the qualities we expect from elite customer service agents.
- [Don't Wait: Why Now is the Time for AI in Customer Service](https://www.digitalgenius.com/resources/blog/don-t-wait-why-now-is-the-time-for-ai-in-customer-service): Every day you don't invest in AI for customer service is a day that your competitors are moving further ahead and reaping the benefits. Now is the time to get started.
- [The Hidden Cost of Sticking with the Wrong AI](https://www.digitalgenius.com/resources/blog/the-hidden-cost-of-sticking-with-the-wrong-ai): AI is constantly evolving so rather than sticking with an existing solution, there may be a better one out there for you.
- [Rewatch our CX Leaders Panel for International Womens Day](https://www.digitalgenius.com/resources/blog/rewatch-our-cx-leaders-panel-for-international-womens-day): We were joined by amazing female leaders in CX for a panel featuring Mulberry, Beauty Pie, and Charles Tyrwhitt. Watch the full panel here.
- [Insights from our International Women's Day Breakfast Mixer in New York!](https://www.digitalgenius.com/resources/blog/insights-from-our-international-women-s-day-breakfast-mixer-in-new-york): Watch highlights from our panel on International Womens Day in New York
- [Elevate Your Brand: Ways that AI can help you Master Post-Purchase Customer Experience](https://www.digitalgenius.com/resources/blog/elevate-your-brand-ways-that-ai-can-help-you-master-post-purchase-customer-experience): Enhance your post-purchase customer experience to boost loyalty and satisfaction. Discover actionable strategies that keep customers returning for more.
- [Boost CSAT Fast: Proven Strategies for Success](https://www.digitalgenius.com/resources/blog/boost-csat-fast-proven-strategies-for-success): Boost your customer satisfaction with expert strategies on how to increase CSAT. Discover actionable tips to enhance your service and earn higher ratings.
- [Split shipments: How to handle them with AI](https://www.digitalgenius.com/resources/blog/split-shipments-how-to-handle-them-with-ai): Automating WISMO responses when split shipments are involved is complex, but there are ways to do it. Here's how we handle it.
- [Choosing the Right AI for Your Helpdesk: Why a Built-In Solution Might Not Be Enough](https://www.digitalgenius.com/resources/blog/choosing-the-right-ai-for-your-helpdesk-why-a-built-in-solution-might-not-be-enough): Helpdesk AIs are a great first step into customer service AI, but what are the limits.
- [Average Handle Time - AHT Explained](https://www.digitalgenius.com/resources/blog/average-handle-time-aht-explained): Uncover AHT meaning: Average Handle Time tracks call duration to enhance service efficiency and improve customer satisfaction.
- [The impact of tariffs on Customer Experience](https://www.digitalgenius.com/resources/blog/the-impact-of-tariffs-on-customer-experience): Tariffs are all over the news, but what could be the impact on customer experience in ecommerce?
- [How do you show customers you love them this Valentine's Day?](https://www.digitalgenius.com/resources/blog/how-do-you-show-customers-you-love-them-this-valentine-s-day): AI Agents can be a tool to help you to show your customers you love them, by providing greater customer service.
- [From Black Friday Challenges to AI Innovations: Key Takeaways from Retail Rewind](https://www.digitalgenius.com/resources/blog/from-black-friday-challenges-to-ai-innovations-key-takeaways-from-retail-rewind): We were delighted to be joined by representatives from Roswell, Skylight Frames and Snipes for a panel event on AI in Customer Service with our friends at Kustomer in New York. Here's what happened.
- [Deep integrations - Our approach to integrations](https://www.digitalgenius.com/resources/blog/deep-integrations-our-approach-to-integrations): For an AI Agent to be able to perform customer service tasks, it requires deep integrations. Here's how it works.
- [Understanding Automation Rate: AI Agents and Customer Service Automation and What They Mean for Your Brand](https://www.digitalgenius.com/resources/blog/ai-agents-and-customer-service-automation-understanding-automation-rates-and-what-they-mean-for-your-brand): Many AI platforms are promising huge numbers when it comes to automation rate, but what does it really mean?
- [Ticket Deflection vs. Resolution Explained](https://www.digitalgenius.com/resources/blog/ticket-deflection): Ticket deflection sounds good in principle, but do your customers want their questions to be "deflected" or resolved?
- [Why chatbots are bad, and how to make them better](https://www.digitalgenius.com/resources/blog/why-chatbots-are-bad-and-how-to-make-them-better): We all know that chatbots are bad. Here's why, and how they can be better with Deep Integrations.
- [How Air Up transformed customer service with Generative AI](https://www.digitalgenius.com/resources/blog/how-air-up-transformed-customer-service-with-generative-ai): Watch how Air up use Generative AI through DigitalGenius to create a greater customer service.
- [What is Agentic AI? The new keyword to watch out for in AI](https://www.digitalgenius.com/resources/blog/what-is-agentic-ai-the-new-keyword-to-watch-out-for-in-ai): Agentic AI is the latest keyword in the world of artificial intelligence. We explore what it means and what you need to know about it.
- [How to handle pre-purchase questions through chatbots - 5 ways to do it](https://www.digitalgenius.com/resources/blog/how-to-handle-pre-purchase-questions-through-chatbots-5-ways-to-do-it): There are multiple ways to handle a pre-purchase question through a bot, but here are some ways that retailers handle it.
- [What makes a good generative AI tool for customer service](https://www.digitalgenius.com/resources/blog/what-makes-a-good-generative-ai-tool-for-customer-service): The key qualities and capabilities to look for when choosing a generative AI tool for customer service.
- [How workforce management and AI can boost your capacity for peak](https://www.digitalgenius.com/resources/blog/how-workforce-management-and-ai-can-boost-your-capacity-for-peak): How combining workforce management with AI helps you scale customer service capacity for peak periods.
- [Why ME+EM chose DigitalGenius](https://www.digitalgenius.com/resources/blog/why-me-em-chose-digitalgenius): The reasons fashion brand ME+EM selected DigitalGenius to power its customer service.
- [First Contact Resolution - is it the right metric?](https://www.digitalgenius.com/resources/blog/first-contact-resolution-is-it-the-right-metric): First contact resolution is widely considered to be an important metric, but does it make sense in the wake of AI-powered automation.
- [Unleashing the Power of AI in Ecommerce: Insights from Our Latest Webinar](https://www.digitalgenius.com/resources/blog/unleashing-the-power-of-ai-in-ecommerce-insights-from-our-latest-webinar): Our latest webinar covered how you can leverge the power of AI in ecommerce. Read the summary here.
- [The different types of WISMO queries - using analytics to find problems in your workflow](https://www.digitalgenius.com/resources/blog/the-different-types-of-wismo-queries-using-analytics-to-find-problems-in-your-workflow): WISMO means a lot of different things depending on the context. By going granular you can gain key insights into your customers. Here's how to do it with DigitalGenius.
- [How to use AI for Ticket Routing](https://www.digitalgenius.com/resources/blog/how-to-use-ai-for-ticket-routing): Ticket Routing is essential for customer service teams to be able to tackle customer queries with maximum efficiency. Here's how AI can help.
- [How to Identify Damaged Product and Deal with Queries, Automatically](https://www.digitalgenius.com/resources/blog/how-to-deal-with-damaged-item-queries-automatically): Damaged items are one of the common issues that customer service teams have to deal with. Here's how to manage them automatically.
- [How to Deploy a Knowledge Base Chatbot](https://www.digitalgenius.com/resources/blog/how-to-deploy-a-knowledge-base-chatbot): Knowledge base chatbots allow customers to get their questions answered thorough a bot. We explore how you can set one up.
- [Should you tell your customers you have an AI chatbot?](https://www.digitalgenius.com/resources/blog/should-you-tell-your-customers-you-have-an-ai-chatbot): Hiding the fact you use an AI chatbot is tempting, but we argue it is actually a benefit to be up front with your customers about this
- ["Everyone should be as concerned with their mental health as they are with their physical health" - Stephen Jones](https://www.digitalgenius.com/resources/blog/everyone-should-be-as-concerned-with-their-mental-health-as-they-are-with-their-physical-health-stephen-jones): In our latest DigitalGenius Stories we hear from Stephen Jones about his journey with his mental health, and how it shapes his professional work.
- [Can AI help mental health in customer service?](https://www.digitalgenius.com/resources/blog/can-ai-help-mental-health-in-customer-service): AI can help support customer service agents' mental health, and here is how it can work
- [DG Summit: "There's this energy in the air, like we're all in this together and can tackle whatever comes our way"](https://www.digitalgenius.com/resources/blog/dg-summit-there-s-this-energy-in-the-air-like-we-re-all-in-this-together-and-can-tackle-whatever-comes-our-way): Every year, the DigitalGenius team look to get together. Here's what happened the last time we got together over Christmas 2023.
- [Why Charles Tyrwhitt Chose DigitalGenius](https://www.digitalgenius.com/resources/blog/why-charles-tyrwhitt-chose-digitalgenius): Emily Powell, Head of Change at Charles Tyrwhitt sat down with us to discuss why she chose DigitalGenius as a partner.
- [How to get started with Ticket Deflection](https://www.digitalgenius.com/resources/blog/how-to-get-started-with-ticket-deflection): Reduce customer service overload with effective ticket deflection. Improve response times and satisfaction without compromising customer experience. Learn how today!
- [The Mental Health of Customer Service Agents - the insights from our report](https://www.digitalgenius.com/resources/blog/the-mental-health-of-customer-service-agents-the-insights-from-our-report): Mental Health is increasingly important in business, and customer service is no exception. We took a look at what impacts the mental health of customer service personnel in our latest report.
- [Reactive Customer Service: Becoming more Proactive](https://www.digitalgenius.com/resources/blog/reactive-customer-service): Discover the pitfalls of reactive customer service and learn strategies to shift towards a proactive approach that boosts loyalty and efficiency.
- [Going beyond AI Agents in customer service](https://www.digitalgenius.com/resources/blog/ai-agents): AI Agents is a term that keeps cropping up. But what is the difference between an AI agent and, say, an AI concierge?
- [Customer Experience vs Customer Success](https://www.digitalgenius.com/resources/blog/customer-experience-vs-customer-success): Discover the key differences between customer experience and customer success. Learn how they work together to drive customer satisfaction and loyalty.
- [Next-Generation Conversational AI: Redefining Customer Engagement](https://www.digitalgenius.com/resources/blog/next-generation-conversational-ai): Discover how next-generation conversational AI is transforming customer interactions, driving personalized experiences, and revolutionizing business operations.
- [Complaints Management: The Key to Superior Customer Service](https://www.digitalgenius.com/resources/blog/complaints-management): Uncover the art of complaints management. Learn to turn customer feedback into service enhancements and bolster brand loyalty in our latest post!
- [Harnessing CXaaS: A New Era in Retail Customer Experience](https://www.digitalgenius.com/resources/blog/customer-experience-as-a-service-(cxaas)): Discover how Customer Experience as a Service (CXaaS) revolutionises retail customer service, with key insights on implementation and strategy.
- [Enabling Ticket Deflection via Self-Service](https://www.digitalgenius.com/resources/blog/enabling-ticket-deflection-via-self-service): Discover how self-service enhances customer support, improves ticket deflection and shapes the future of service delivery. Learn more today!
- ["I find a way to do what others can't" - Marcela Vladîca](https://www.digitalgenius.com/resources/blog/interview-marcela-vladica): A DigitalGenius Stories conversation with Marcela Vladica on her career and approach.
- [The questions customers asked most often this peak period](https://www.digitalgenius.com/resources/blog/questions-customers-asked-most-peak-period-retail-category): Customers were asking different questions to different types of retailers. We took a look at our data and broke it down by category
- [What happened over peak?](https://www.digitalgenius.com/resources/blog/what-happened-over-peak-customer-service): We take a look at the data over the peak period, and how WISMO and returns queries have changed over the period.
- [Maximising Efficiency: Key Ticket Deflection Strategies](https://www.digitalgenius.com/resources/blog/ticket-deflection-strategies): Discover the most effective ticket deflection strategies to optimise your customer service, reduce workload and increase efficiency. Unlock the secret today!
- [Measuring Retail Customer Experience: How Do You Do It?](https://www.digitalgenius.com/resources/blog/retail-customer-experience): Uncover ways to enhance retail customer experience. Explore key elements, measurement techniques and the transformative role of AI in CX.
- [Ticket Deflection = Ticket Prevention + Ticket Resolution](https://www.digitalgenius.com/resources/blog/ticket-deflection-ticket-prevention-ticket-resolution): Retailers looking to reduce the number of tickets they receive should look at ticket prevention, rather than ticket deflection.
- [AI in the Contact Centre: Transforming Customer Service](https://www.digitalgenius.com/resources/blog/ai-in-the-contact-centre): Explore how AI in the Contact Centre is revolutionising customer service, combatting poor experiences and reducing churn.
- [Driving Success with Multi Language Customer Service](https://www.digitalgenius.com/resources/blog/multi-language-customer-service): Discover the power of multi language customer service. Learn strategies, AI tools usage and future trends to boost loyalty and retention.
- [Minimise the pain of ecommerce returns](https://www.digitalgenius.com/resources/blog/how-to-minimise-the-pain-of-ecommerce-returns): Returns are painful, but they don't need to be if you have good processes. Here we look at some of the best ways to reduce the pain.
- [Using AI to improve Employee Retention in Customer Service](https://www.digitalgenius.com/resources/blog/using-ai-to-improve-employee-retention-in-customer-service): How AI improves employee retention in customer service by easing agent workload.
- [The customer service agent of the future](https://www.digitalgenius.com/resources/blog/the-future-of-customer-service-part-4-agent-of-the-future): Futuristic customer service requires customer service agents built for the future. Here we discuss the attributes these agents will need.
- [True Customer Service as a Service](https://www.digitalgenius.com/resources/blog/the-future-of-customer-service-part-3-true-csaas): Part 3 of our Future of Customer Service series: true Customer Service as a Service.
- [Revolutionising Customer Service with Live Chat Solutions](https://www.digitalgenius.com/resources/blog/revolutionising-customer-service-with-live-chat-solutions): Revolutionise your retail business with Customer Service Live Chat. Enhance shopping experiences, improve customer satisfaction and cut costs.
- [Predictive Customer Service](https://www.digitalgenius.com/resources/blog/the-future-of-customer-service-part-2-predictive-customer-service): Customer service needs to move from being reactive to proactive and ultimately to be predictive - read more from Sham Aziz, CX/CS leader.
- [The role of Customer Service](https://www.digitalgenius.com/resources/blog/the-future-of-customer-service-part-one-the-role-of-customer-service): In this guest post by Sham Aziz, we look at how customer service will be aided by technology and the role it will play in the future.
- [How to Improve First Response Time](https://www.digitalgenius.com/resources/blog/how-to-improve-first-response-time): Practical tactics for improving your customer service first response time.
- [Distinguishing Conversational AI from Generative AI](https://www.digitalgenius.com/resources/blog/distinguishing-conversational-ai-from-generative-ai): The differences between conversational AI and generative AI in customer service.
- [Improving Your Ecommerce Returns Automation Process Using AI](https://www.digitalgenius.com/resources/blog/improve-your-ecommerce-returns-process-using-ai-automation): Returns automation is a powerful tool for ecommerce businesses, offering a range of benefits including reduced costs, increased efficiency, and improved customer satisfaction.
- [Retailers and AI automation: the challenges of adoption](https://www.digitalgenius.com/resources/blog/retailers-and-ai-automation-the-challenges-of-adoption): The challenges retailers face when adopting AI automation, and how to overcome them.
- [How to increase CSAT scores – a tactical guide](https://www.digitalgenius.com/resources/blog/increase-csat): Discover key tactics to increase CSAT scores. Harness AI, swift responses and personalisation for top-notch customer service!
- [First Contact Resolution: Key to Customer Service Success](https://www.digitalgenius.com/resources/blog/first-contact-resolution): Explore how First Contact Resolution boosts customer service success. Learn about key metrics, improvement strategies and future trends.
- [Does Customer Service Drive Higher Customer Retention?](https://www.digitalgenius.com/resources/blog/does-customer-service-drive-higher-customer-retention): Discover how customer service boosts retention. Does customer service increase customer retention? Learn strategies and insights in our guide.
- [CSAT vs. NPS: Your Guide to Customer Satisfaction Metrics](https://www.digitalgenius.com/resources/blog/csat-vs-nps): Delve into customer satisfaction metrics with our guide on CSAT vs. NPS. Learn to leverage these tools for better customer loyalty and experience.
- [Harnessing the Power of Conversational AI](https://www.digitalgenius.com/resources/blog/harnessing-the-power-conversational-ai): Discover how Conversational AI transforms retail customer service, providing efficiency and personalisation. Learn its benefits, workings and challenges.
- [A Guide to Customer Service ROI](https://www.digitalgenius.com/resources/blog/a-guide-to-customer-service-roi): Unlock the secret to maximising Customer Service ROI. Explore cost savings, automation benefits and AI efficiency in our insightful guide.
- [What is a Chatbot? The new generation of AI powered Chatbots](https://www.digitalgenius.com/resources/blog/what-is-a-chatbot): A look at how the new generation of AI-powered chatbots can understand and actually resolve customer queries, rather than just deflecting them.
- [Using AI to Scale Customer Service and Reduce Costs](https://www.digitalgenius.com/resources/blog/scale-customer-service-reduce-costs): Scalability in customer service is essential for retailers to grow, but also to adapt and deal with peaks. Here's how AI can help.
- [Why an AI Customer Service Agent is Your Best Friend](https://www.digitalgenius.com/resources/blog/ai-is-a-customer-service-agent-s-best-friend-here-s-why): AI should be about making their lives' easier by taking away repetitive tasks, easing the backlog and improving their processes.
- [How to accurately categorise your customer tickets using Wrap Codes](https://www.digitalgenius.com/resources/blog/wrap-codes): Wrap codes are outdated, relying on human input and liable to human error. Here's how to use AI to categorise tickets better.
- [Why you should automate customer support: a human-centric approach](https://www.digitalgenius.com/resources/blog/automate-customer-support): Discover how to automate customer support using AI and human involvement, enhancing efficiency while delivering exceptional experiences for your customers.
- [How AI Automation Unlocks Value from Your Other Systems - AI Powered Customer Service Automation](https://www.digitalgenius.com/resources/blog/how-ai-automation-unlocks-value-from-your-other-systems): AI Automation in Customer Service creates automatic processes for agents, and opportunities to improve processes for the wider business.
- [How Much Does It Cost to Support a Customer? Turning Service from a Cost Centre into a Value Centre](https://www.digitalgenius.com/resources/blog/cost-centre-value-centre): How can Customer Service use automation, AI, proactive outreach to run Customer Service into a value-generating function.
- [How to use AI to Increase Customer Satisfaction in Retail](https://www.digitalgenius.com/resources/blog/how-to-use-ai-to-increase-customer-satisfaction-in-retail): Explore how AI can increase customer satisfaction in retail, transforming ecommerce experiences and streamlining returns.
- [Using Generative AI to transform your Customer Experience](https://www.digitalgenius.com/resources/blog/using-generative-ai-to-transform-your-customer-experience): How generative AI can transform the customer experience, from smoothing purchase journeys to fully resolving customer service queries.
- [Generative AI for personalised customer experiences](https://www.digitalgenius.com/resources/blog/what-generative-ai-can-do-to-create-more-personalised-customer-experiences): In customer service, it has already proven itself in several categories, but with the newest generation of automation, its potential grows exponentially.
- [Chatbots for Ecommerce](https://www.digitalgenius.com/resources/blog/chatbots-for-ecommerce-enhancing-retail-brands-with-ai-powered-automation): Explore how chatbot ecommerce is revolutionising retail brands, enhancing customer experience through artificial intelligence and natural language processing.
- [How to use Generative AI and Conversational Commerce to drive conversions](https://www.digitalgenius.com/resources/blog/how-to-use-generative-ai-and-conversational-commerce-to-drive-conversions): Driving conversions online is essential for retailers. We take a look at how generative AI can help retailers to sell more online.
- [ChatGPT and Generative AI - the risks and the rewards](https://www.digitalgenius.com/resources/blog/bringing-chatgpt-and-generative-ai-into-your-organisation-the-risks-and-the-rewards): Adopting generative AI (the technology underlying ChatGPT) is fast becoming an area where retailers may succeed or fail.
- [Conversational Commerce: Enhancing Customer Service through AI](https://www.digitalgenius.com/resources/blog/conversational-commerce): Explore conversational commerce's impact on customer service, using AI to boost engagement and sales in retail and ecommerce.
- [How to use AI to help your Customer Service team, not replace them](https://www.digitalgenius.com/resources/blog/how-to-use-ai-to-help-your-customer-service-team-not-replace-them): The advent of AI in Customer Service can look like a threat to your team, but if you use it well and embrace it, AI can help CS and CX teams.
- [Will Ecommerce Customer Service Be Automated? 7 reasons not to automate customer service… AND WHY THEY'RE WRONG](https://www.digitalgenius.com/resources/blog/7-reasons-not-to-automate-customer-service-and-why-theyre-wrong): Examines the seven most common objections to automating ecommerce customer service and explains why each one is unfounded.
- [Becoming a Customer Experience Conductor - with Danielle Anderson](https://www.digitalgenius.com/resources/blog/becoming-a-customer-experience-conductor-our-conversation-with-danielle-anderson-executive-leader-in-customer-experience-and-digital): A great customer experience leader is like an orchestra conductor – according to our guest Danielle Anderson
- [Providing excellent customer service over peak](https://www.digitalgenius.com/resources/blog/how-you-can-provide-an-excellent-customer-service-experience-during-peak-without-hiring-more-agents): Scaling your customer service capability ahead of the peak period can be done without hiring more staff – here's how to do it.
- [The metrics Customer Service Leaders should be looking at](https://www.digitalgenius.com/resources/blog/the-metrics-customer-service-leaders-should-be-looking-at-our-conversation-with-ines-castro-at-on): We recently spoke to Ines Castro from leading sports brand On, about the metrics that they look at when they consider Customer Service.
- [How to use large language models like ChatGPT for Customer Service](https://www.digitalgenius.com/resources/blog/how-to-use-large-language-models-like-chatgpt-for-customer-service): Large Language Models like ChatGPT are the basis for modern AI. We look at ways Customer Service teams can use them effectively.
- [What channels are customer service leaders using?](https://www.digitalgenius.com/resources/blog/what-channels-are-customer-service-leaders-using): What channels are customer service leaders using to deal with queries from their customers. We surveyed 200 leaders to find out.
- [What is a normal WISMO rate?](https://www.digitalgenius.com/resources/blog/what-is-a-normal-wismo-rate): WISMO (Where Is My Order) is a very common query type for most retailers, but what constitutes "normal"? We take a look at the data from across our customers.
- [Break the connection between business growth and headcount growth](https://www.digitalgenius.com/resources/blog/how-to-break-the-connection-between-business-growth-and-headcount-growth): Growing in retail means more orders and more work for customer service. We explain how to scale your business without hiring more agents.
- [Why Ticket Deflection is a Bad Metric for Chatbots](https://www.digitalgenius.com/resources/blog/why-ticket-deflection-is-a-bad-metric-for-chatbots): Why ticket deflection is the wrong thing to measure for chatbots and customer service automation, and why ticket resolution matters more.
- ["Customer Experience Can Make or Break Your Business"](https://www.digitalgenius.com/resources/blog/customer-experience-can-make-or-break-your-business): Gustavo Imhof - DigitalGenius | What exactly is customer experienc and what are the most common mistakes companies make while trying to jump on the CX wagon?
- [Can empathy be automated? We asked an expert](https://www.digitalgenius.com/resources/blog/can-empathy-be-automated-we-asked-an-expert): Natalie Petouhoff - DigitalGenius | Could artificial intelligence use empathy in the way that a human customer service agent can? Author Natalie Petouhoff joined us to discuss.
- [What bothered customers this peak period?](https://www.digitalgenius.com/resources/blog/what-was-bothering-customers-this-peak-period): We took a look at our data to see what the story was during the peak period. DigitalGenius uses AI to detect the intent behind customer queries with a high degree of accuracy.
- ["Customer Service is not a Department, it's an Attitude"](https://www.digitalgenius.com/resources/blog/our-podcast-with-thibaut-martin-head-of-customer-experience-at-otrium): Thibaut Martin - DigitalGenius | Ecommerce brands need to ensure that Customer Centricity is throughout their organisation, not just within the Customer Service team.
- [DPD and the perils of doing chatbots badly](https://www.digitalgenius.com/resources/blog/dpd-and-the-perils-of-doing-chatbots-badly): DPD have fallen foul of bad chatbot practice. How can customer service leaders avoid these common mistakes. We take a look

## Webinars

- [The Human Side: Agent Experience](https://www.digitalgenius.com/resources/webinars/the-human-side-agent-experience): A webinar exploring the agent experience and how CX leaders keep their customer service teams motivated and performing at their best.
- [Getting C Suite buy in to choose the right partner - how to build the business case.](https://www.digitalgenius.com/resources/webinars/getting-c-suite-buy-in-to-choose-the-right-partner): Marta Smolarek from Lyreco and Artem Gradushy from JD Sports Canada join us to discuss how to get C-Suite buy in for the right AI partner.
- [Peak Reflections & Resolutions](https://www.digitalgenius.com/resources/webinars/peak-reflections-resolutions): A webinar where CX leaders reflect on their experiences of peak and share the resolutions they are taking into the new year.
- [How to start automating WISMO queries in just 3 days](https://www.digitalgenius.com/resources/webinars/how-to-start-automating-wismo-queries-in-just-3-days): What if in 3 days time you could be automatically resolving WISMO queries using AI?
- [Capacity Planning for Peaks – Webinar](https://www.digitalgenius.com/resources/webinars/capacity-planning-for-peaks): Watch our webinar with Surfboard where we discuss how technology can help you manage your capacity for peaks.
- [Leveraging New Tech to Enhance Ecommerce Customer Experiences](https://www.digitalgenius.com/resources/webinars/leveraging-new-tech-to-enhance-ecommerce-customer-experiences): Watch this panel discussion about how to bring AI into CX, the impact, the possibilities and the risks involved.
- [Turning negative interactions into positive outcomes](https://www.digitalgenius.com/resources/webinars/turning-negative-interactions-into-positive-outcomes): Turning negative interactions into positive outcomes is an essential part of any customer service approach.
- [Maximising Generative AI with Deep Integrations](https://www.digitalgenius.com/resources/webinars/maximising-generative-ai-with-deep-integrations): Watch our webinar to find out how you can maximise the power of generative AI with deep integrations
- [Retailer Roundtable: Mental Health in Customer Service](https://www.digitalgenius.com/resources/webinars/retailer-roundtable-mental-health-in-customer-service): Join DigitalGenius, Boardriders and ScS for a conversation about how to tackle mental health in customer service.
- [Preparing your business for Generative AI](https://www.digitalgenius.com/resources/webinars/preparing-your-business-for-generative-ai): With the major developments in generative AI through OpenAI, Google, and other major providers, retail has been identified by Accenture as one of the top 4 sectors that could benefit from AI. But how can customer service teams take advantage?
- [Using Gen AI for Pre-Purchase Questions](https://www.digitalgenius.com/resources/webinars/using-gen-ai-for-pre-purchase-questions): In this webinar, we show you how you can train an AI chatbot with help articles, FAQs, product descriptions, and technical information to answer customer questions.
- [How to minimise the pain of Ecommerce returns](https://www.digitalgenius.com/resources/webinars/how-to-minimise-the-pain-of-ecommerce-returns): We look at tactics to minimise the pain of returns – by making operational efficiency gains, working out why returns happen, and how you can reduce the cost of returns.
- [What Metrics Should Customer Service Leaders Track?](https://www.digitalgenius.com/resources/webinars/what-metrics-should-customer-service-leaders-track): Ines Castro from leading sports brand On joined us to talk about the metrics she tracks, and to give us her opinion on which metrics help move the dial.
- [Webinar: Winning at WISMO](https://www.digitalgenius.com/resources/webinars/winning-at-wismo-how-to-stop-your-team-answering-where-is-my-order-questions): WISMO (“Where is my order”) queries are the #1 type of query that our customers see throughout the year – we show you how you can completely automate your responses to them.
- [ChatGPT: What do Large Language Models Mean for Customer Service](https://www.digitalgenius.com/resources/webinars/chatgpt-what-do-large-language-models-mean-for-customer-service): Large Language Models (LLMs) like ChatGPT are a major breakthrough in generational AI, but how can it be used for ecommerce Customer Service Automation?
- [Improving CSAT with Beauty Pie, Route 101 and DigitalGenius](https://www.digitalgenius.com/resources/webinars/improving-csat-with-beauty-pie-route-101-and-digitalgenius): Discover how Beauty Pie maintained high CSAT scores with DigitalGenius and Route 101 in this webinar.
- [How to Retain Customers during an Economic Downturn](https://www.digitalgenius.com/resources/webinars/how-to-retain-customers-during-an-economic-downturn): How can you prepare your brand to respond efficiently and effectively to customers’ behavioural changes during economically challenging times whilst remaining profitable?

## Downloads & Reports

- [DigitalGenius – Peak Performance 2026 – Downloads](https://www.digitalgenius.com/resources/downloads/peak-performance-2026): Download the Peak Performance 2026 report from DigitalGenius.
- [DigitalGenius – Peak Performance: Ecommerce Benchmark Report – Downloads](https://www.digitalgenius.com/resources/downloads/peak-performance-ecommerce-benchmark-report): Download the Peak Performance ecommerce benchmark report from DigitalGenius.
- [DigitalGenius – Peak Preparedness Playbook – Downloads](https://www.digitalgenius.com/resources/downloads/peak-preparedness-playbook): A DigitalGenius playbook for preparing your customer service for peak season.
- [DigitalGenius – Futureproofed customer service – Downloads](https://www.digitalgenius.com/resources/downloads/futureproofed-customer-service): A DigitalGenius guide to futureproofing your customer service.
- [DigitalGenius – How AI is already transforming customer service teams – Downloads](https://www.digitalgenius.com/resources/downloads/how-ai-is-already-transforming-customer-service-teams): A DigitalGenius download on how AI is already transforming customer service teams.
- [DigitalGenius – How can I help you today? – The mental health of customer service agents – Downloads](https://www.digitalgenius.com/resources/downloads/how-can-i-help-you-today-the-mental-health-of-customer-service-agents): A DigitalGenius report on the mental health of customer service agents.
- [How Can I Help You? The Mental Health of Customer Service Agents](https://www.digitalgenius.com/resources/downloads/mental-health-report-customer-service): We surveyed over 500 customer service agents to discover what affects their customer service.

## Company

- [The CX Collective](https://www.digitalgenius.com/cx-collective): Where ecommerce leaders connect for support, learning, development and celebration. Find out more and join today.
- [Careers](https://www.digitalgenius.com/careers): Open opportunities at DigitalGenius for people passionate about AI, ecommerce and SaaS.
- [Launching the Next Generation of AI Agents in Ecommerce](https://www.digitalgenius.com/next-gen-ai-agents): Webinar with Attila Brozik, CTO at DigitalGenius, on the product roadmap for 2026.
- [Book A Demo – Meet Our Team](https://www.digitalgenius.com/speak-to-us): Talk to our team to find out how DigitalGenius can help transform your customer experience.
- [View Demo](https://www.digitalgenius.com/view-demo): Discover how DigitalGenius can resolve customer tickets automatically by watching our demo video
- [Contact Us – Speak To Us](https://www.digitalgenius.com/contact-us): Have inquiries or just eager to reach out? Shoot us a message and let's start a conversation.
- [Sign In](https://www.digitalgenius.com/sign-in): Sign in to your designated region.
- [Customer Referral](https://www.digitalgenius.com/customer-referral): Spread the word about DigitalGenius and unlock a $3,000 Bonus.
- [Refer a Friend](https://www.digitalgenius.com/refer-a-friend): Refer a friend to DigitalGenius and earn a referral reward.
- [Privacy Policy](https://www.digitalgenius.com/privacy-policy): How DigitalGenius collects, uses, protects and handles your Personally Identifiable Information.
- [Terms and Conditions](https://www.digitalgenius.com/terms-and-conditions): The terms and conditions governing use of the DigitalGenius website.