Case Study: BESTSECRET achieves 45% automation coverage with DigitalGenius

BestSecret increases automation to 40% with DigitalGenius

BestSecret, an e-commerce company focused on personalized member experiences, sought to maintain excellent customer service without increasing support headcount as it grew. They turned to the vendor DigitalGenius for an AI-powered customer service solution to automate interactions while preserving a curated, high-quality experience.

DigitalGenius implemented a multi-language AI system for BestSecret, automating workflows in over 10 languages and customizing intents for unique scenarios. The solution included customer segmentation for tailored interactions and combined AI automation with human agent expertise. As a result, DigitalGenius helped automate 45% of tickets, significantly increasing automation coverage within weeks and contributing to high customer satisfaction scores.

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