Technology Provider: DigitalGenius is a leading artificial intelligence solutions provider specializing in customer service operations.
User Company: Magoosh offers online educational tools to students preparing for standardized tests like GRE, GMAT, and more.
Industry: Education
Function: Customer service
Problem
Magoosh faced challenges with their support staff navigating through a vast number of macros on Zendesk to provide timely customer assistance, impacting their satisfaction scores.
The difficulty in finding and managing macros led to delays in responding to customer queries related to standardized tests.
Actions Taken
DigitalGenius integrated their AI Platform with Magoosh’s Zendesk console, training a deep neural network to analyze customer inquiries based on historical logs.
The AI Platform automatically suggested relevant macros for new inquiries, saving time for support team members and improving response efficiency.
Additionally, the platform offered a historical response search feature for staff to access previous responses easily.
“The historical responses feature prioritized tickets with high CSAT ratings, ensuring the best answers were provided to customers,” explained a representative of DigitalGenius.
The platform predicted metadata about cases, enabling accurate routing to the appropriate team based on inquiry type, priority, and other details.
Results
DigitalGenius reported that 83% of customer tickets were supported by their AI platform integrated with Magoosh’s Zendesk, with a 92% accuracy in case tag predictions.
This improvement over a 6-month period showcased the efficiency and effectiveness of the AI solution, with ongoing projects aimed at further enhancements.
“DigitalGenius AI assisted Magoosh with 83% of their tickets, including classification, macro suggestions, and automated responses, leading to enhanced customer service,” clarified a DigitalGenius representative.
