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Digital Genius

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"AI solves ecommerce customer issues efficiently."

This tech company offers an AI-driven solution for ecommerce customer service. It automates different tasks like order tracking, refunds, and returns. Users get quick, accurate responses without human intervention, improving satisfaction.
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Digital Genius's Website Claims...
Our AI found these claims on Digital Genius's website.
Deep Seamless Integrations
DigitalGenius claims that their platform seamlessly integrates with existing ecommerce and service platforms, resolving customer queries faster.
AI-Powered Empathy
DigitalGenius claims that their generative AI provides empathetic, personalized responses improving brand loyalty and customer experience.
Proactive Customer Support
DigitalGenius claims that their proactive AI detects and resolves issues before customers reach out, enhancing service efficiency.
BlurbSTAR Case Study
On & DigitalGenius
AI improves On's customer service dramatically, enhancing satisfaction.
93%
Reduction in customer wait time
600%+
Return on investment from AI implementation
1.
Situation
Rapid growth requiring innovation
→
On Running's exponential growth strained customer service.
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Complex inquiries increased, particularly in product advice.
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Partnership with DigitalGenius aimed to resolve challenges.
On Running, known for its innovative high-performance athletic footwear and sportswear, faced significant customer service challenges due to rapid growth. Their expansion, adding hundreds of millions in revenue yearly, necessitated a scalable solution to maintain premium customer service. The increasing complexity of customer inquiries, particularly around product advice, required a dynamic system to respond efficiently and accurately. DigitalGenius, an AI-driven platform, partnered with On to address these challenges, leveraging advanced AI capabilities to resolve customer inquiries and provide personalized shopping experiences.
2.
Task
Implement scalable AI solutions
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Deploy AI to manage majority inquiries.
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Ensure multilingual, empathetic responses.
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Integrate seamlessly with existing systems.
The task was to implement AI-driven solutions to enhance On's customer service capabilities amidst their rapid business growth. DigitalGenius was tasked with deploying systems capable of responding to over 70% of inquiries autonomously, across multiple languages and regions. Seamless integration with On's existing platforms was essential to provide fast, empathetic responses. The AI solution needed to support On's ongoing innovation and ensure that all interactions, from straightforward inquiries to complex product advice, were handled with precision and care while reducing the burden on human agents.
3.
Action
Deploying advanced AI strategies
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AI tools enhanced service personalization.
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Proactive automation pre-empted issues.
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Visual AI streamlined warranty claims.
DigitalGenius implemented a suite of AI tools to revolutionize On's customer service. Their generative AI enabled high levels of personalization, automated resolutions for over half of inquiries, and streamlined processes through 15+ deep integrations with On’s existing systems. By scanning orders and proactively automating issue resolution, the proactive AI component preemptively addressed potential customer concerns. Additionally, the implementation of Visual AI for damage detection allowed for efficient handling of warranty claims, thereby enhancing customer satisfaction and providing valuable insights for product development.
4.
Result
Transformative impact on operations
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Customer wait times reduced by 93%.
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50% inquiries resolved without agents.
→
Achieved 600%+ return on investment.
The integration of DigitalGenius AI led to a transformative impact on On's operations. Customer wait times were reduced by 93%, significantly increasing satisfaction. The AI managed to autonomously resolve over 50% of inquiries without agent intervention, doubling agent productivity and handling 250% more tickets with minimal staff increases. Additionally, the collaboration resulted in a 600%+ return on investment. By empowering On's customer service team with these AI-driven capabilities, On was able to maintain and elevate their premium customer service standards, even as they scaled globally.
Keywords
DIGITALGENIUS AI
ON RUNNING CUSTOMER SERVICE
AI IN E-COMMERCE
PROACTIVE AUTOMATION
GENERATIVE AI
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1.
Does your platform support both AI-driven chatbots and live human chat, or is it only one of these?
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2.
How does your AI chatbot handle complex queries, and can it escalate conversations to live agents?
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3.
What messaging channels do you support (website chat, SMS, WhatsApp, Facebook Messenger, Instagram, email, voice, etc.)?
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4.
How does your chatbot handle personalization using customer data (order history, past interactions, browsing behavior, etc.)?
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5.
Can your chatbot support automated product recommendations and guided shopping experiences?
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6.
How does your platform integrate with our existing tech stack (Shopify, Magento, Salesforce, Klaviyo, Google Analytics, etc.)?
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7.
Do you offer AI-driven sentiment analysis and customer intent detection?
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8.
How do you measure chatbot and live chat performance (CSAT scores, conversion rates, resolution time, retention impact)?
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9.
Do you support AI training and custom chatbot workflows for different customer journeys?
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10.
Do you offer proactive chat triggers based on user behavior (e.g., cart abandonment, exit intent, repeat visits)?
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Digital Genius
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