The Challenge

Zip customer service agents handle over 70,000 tickets a month and leverage a library of more than 300 macros to help answer many of the most common inquiries. Zip wanted to leverage the intelligence of AI to offload some of the ticket volume from their support team by handling many of the most frequently asked questions

The Solution

DigitalGenius Autopilot was integrated into Zip’s Zendesk environment and connected to their Customer Database via an API integration to enable intelligent automation of customer inquiries based on key customer information. This integration enabled Autopilot to determine which plan a user was on to identify the appropriate response to automate and respond accordingly.

The Results

Autopilot has been able to handle over 2000 tickets a month with a Full Resolution Rate of 93.6%. In doing so, Zip has seen a significant reduction in Full Resolution Times and First Reply Times, as well as a return on investment of over 473%.

By resolving as many tickets as 1.5 agents can in a month, Autopilot has freed Zip’sCustomer Service team to focus on the complex tickets they’re needed for while,delighting customers with lightning fast response times and a full resolution of their issue in more than 9 out of 10 cases.