Case Study: Blue Diamond achieves 90% answer accuracy and 9,000+ interactions with Astute Bot (Astute)

Blue Diamond - Customer Case Study

Blue Diamond, the grower-owned almond cooperative, was handling a high monthly volume of consumer questions about coupons, products, recipes, allergies and ingredients and wanted to simplify the customer journey with always-on answers while freeing agents for deeper engagements. To meet that challenge they partnered with longtime CRM provider Astute and selected its conversational self-service product, Astute Bot.

Astute deployed Astute Bot on www.bluediamond.com (launched in 2018) to answer the most common consumer queries; in the first month the bot handled more than 9,000 interactions with nearly 6,000 consumers and delivered correct answers at a 90% accuracy rate. The solution not only provided fast self-service but also surfaced actionable insights (for example, high recipe demand) that Blue Diamond’s marketing and web teams used to improve the customer experience, with Astute continuing to refine the bot to raise accuracy and reduce agent load.

Blue Diamond

Lisa Diehl

Consumer Advocacy Manager