of enquiries responded by AI
75%+
of AI conversations require no agent touch
2x
increase in agent productivity
250%
more tickets handled with just 10% more agents
About
On, also known as On Running, is a company that specializes in high-performance athletic footwear and sportswear. They are known for their innovative approach to design and technology, aiming to create products that enhance performance while minimizing environmental impact. The company reported full-year earnings of $1.32 billion in 2022 and reaches almost $2b in 2023.
Website
Using our platform the CX team at On managed to scale their operation as the company was rapidly exploding to billions in revenues. Throughout the journey they enabled many of our deep integrations with carriers, ERPs, and warehouses to properly resolve customer issues rather than just deflecting them. Working closely with our cofounder in 2020, the team started doing proactive automations for returns, giving birth to our Proactive AI. In 2023, through high pace of innovation with our AI team, On was one of the first publicly listed companies to deploy generative AI concierge to their customers.
The Challenge
On is not a company known to shy away from innovation. So when their customer service team became overwhelmed due to their rapid growth, adding hundreds of millions in new revenue every year, they started looking for a solution that could help them scale while maintaining premium customer service, from a team that innovates at the same pace as On. In addition to common post purchase use cases, one of the most contact topics is product advice. With a broad range of high-specification products, customers want to make sure they pick their best fit. So On took their best product experts to train our Purchase AI.
Solutions & Results
Email Automation
DigitalGenius is able to respond to >70% of incoming inquiries across multiple languages & regions, fully resolving the vast majority of them. Using a combination of Deep Integrations and DigitalGenius' AI, customers receive highly detailed, contextual and empathetic responses - fast.
Generative AI
Leveraging DigitalGenius' AI, On achieves scalable personalization seamlessly across diverse channels and knowledge domains.
Proactive Automation
By scanning all orders for common issues, and taking action when found, On use Proactive Automation to solve problems before customers have them.
Damage Detection
Sometimes things go wrong; but when On’s customers submit a warranty claim, Visual AI examines the concern and promptly delivers a solution, ensuring a seamless experience for the customer. No sweat. The data from our AI is then also fed to the On's product team for them to take into account as they design their next models.
Revenue Generation
When customers ask for product advice, Nora (On’s virtual assistant) considers all shoes across multiple vectors (style, usage, distance, cushioning, etc), to find the best model for any runner.
Innovating at Pace
Collaborating since 2019, On and DG have cultivated a unique partnership, regularly convening at the On headquarters each quarter to strategize and devise upcoming innovations.
