The Challenge

The Beauty Pie team found that repetitive, low-complexity enquiries were taking a lot of agent time and effort, and identified that there was an opportunity to reduce the time and cost to serve, whilst reducing customer effort and delivering a better experience to its subscribers.

In feedback from customers, Beauty Pie found one of the key areas of frustration was around cancelling or downgrading subscriptions. Not only was this issue causing problems for customers but also it was an area of difficulty for its agents.

During the scoping sessions, it was quickly recognised by Route 101 that reducing the number of transactional tickets was vital for this project and that the cutting-edge AI platform from DigitalGenius would be a perfect fit.

The Solution

The Beauty Pie team could see the obvious benefits and agreed to a trial. During this relatively short trial period, the AI was incredibly successful, handling 12,000 tickets per week or 40% of the total enquiries, easily doubling expectations for the trial. Not only this but it was handling tickets with a 96% success rate, with only a small number being handed on to agents.

These incredible figures show that the introduction of DigitalGenius has allowed Beauty Pie to break the connection between the growth of the business and headcount. No longer does an increase in customers immediately mean they need more agents, as the AI is on hand to deal with such a high proportion of incoming customer interactions.