Case Study: Bloom & Wild achieves faster customer resolutions with DigitalGenius

Bloom & Wild automates 50% of chat resolutions with DigitalGenius

Bloom & Wild, a fast-growing online florist, faced the challenge of scaling their high-quality customer service to meet seasonal peaks without compromising their brand's delightful standard. They were concerned about finding enough trained external agents and were unsure if an AI tool could meet their expectations, leading them to partner with vendor DigitalGenius and its AI service.

DigitalGenius implemented its AI agent, Willow, to automate resolutions across email and chat. The solution used visual AI to identify product issues from customer photos and generative AI to understand context and display empathy. This resulted in 50% full resolution on chat and 45% email automation. The AI reduced reliance on temporary agents, helped turn customer service into a value center, and ensured the brand's tone was matched for a delightful customer experience.

Bloom & Wild