What the client said
Stats
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46 % AHT Reduction
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64 % Increase in capacity
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97 % AI Accuracy
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The Challenge
StarOfService’s rapid growth and expansion had translated into 64% more email enquiries per month. In order to manage the increasing volume of queries from their network of professionals and end customers, StarOfService looked into AI to help with what it does best: learn from historical data, classify incoming enquiries automatically, suggest the best answer to incoming questions and automate responses for the most common questions, in order for the StarOfService team to cope with the higher number of inquiries. The company chose DigitalGenius as their AI platform for customer service.
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The Result
By implementing DigitalGenius into their Zendesk agent interface, StarOfService was immediately able to significantly reduce the average time spent per case. In only the first 3 months, the AI was able to correctly predict 97% of the cases, average handling time went from 6.1 to 3.3 minutes (a 46% AHT reduction) and more than 250,000 clicks were saved.
Results
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46%
AHT Reduction
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64%
Increase in capacity
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97%
AI Accuracy
