AI Case Study

StarOfService reduces average handling time of customer service enquiries by 46% with AI

StarOfService leverages DigitalGenius to efficiently manage the large volume of queries. By analysing historical data, the solution is able to classify incoming enquiries, automatically suggest the best answers and automate common responses. The company has been able to significantly reduce the average time spent per case in customer service, by 46%, while the AI was able to correctly identify and predict 97% of the cases after only 3 months.

Industry

Technology

Software And It Services

Project Overview

"In order to manage the increasing volume of queries from their network of professionals and end customers, StarOfService looked into AI to 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 its team to cope with the higher number of enquiries.

AI-Enabled Answers: When a new enquiry is received, DigitalGenius presents AI suggested responses reducing the Average Handling Time.

AI-Powered Tagging: AI auto-tagging helps recover agent time by reducing the effort required for manual triage and case classification.

Automation: After learning from historical data and agent usage, DigitalGenius recommended which answers can be automated."

Reported Results

"StarOfService states the following results:

* After only 3 months, the AI was able to correctly predict 97% of the cases
* Average handling time went from 6.1 to 3.3 minutes (46% AHT reduction) and more than 250,000 clicks have already been saved."

Technology

Function

Customer Service

Contact Centre

Background

"StarOfService develops and operates an on-demand online marketplace for consumers seeking professional services. Its online bidding based portal connects professional service providers with buyers including services such as plumbing, gardening, and general contracting.

StarOfService’s rapid growth and expansion has translated into 64% more email enquiries per month."

Benefits

Data

enquiries, historical data