Case Study: Abbott Lyon achieves faster, higher-CSAT customer support with DigitalGenius

Abbott Lyon boosts CX with DigitalGenius, achieving 48% chat resolution and 177% ROI

Abbott Lyon, a fast-growing company specializing in sentimental gift products, faced the challenge of scaling its customer experience to match its rapid growth without resorting to extensive hiring. They needed an AI solution to manage demand peaks and maintain high service quality in a competitive marketplace. They partnered with DigitalGenius to implement its AI automation.

DigitalGenius implemented its AI Agent, named Lucy, to automate key processes. The solution included instant chat resolutions, automated validation of warranty claims and customer-submitted fingerprint images using Visual AI, and tone of voice matching. As a result, Abbott Lyon achieved a 48% chat resolution rate, an 85% CSAT score on email automations, and an overall 177% return on investment versus hiring, all while keeping their support team lean.

Abbott Lyon