Case Study: Bloom & Wild achieves 50% chat resolution with DigitalGenius

Bloom & Wild use AI to scale a delightful experience

Bloom & Wild, a fast-growing online florist, needed to scale customer support during seasonal peaks without sacrificing the high standard of its Customer Delight team. The company partnered with DigitalGenius and used its AI agent, Willow, to help manage chat and email conversations, including support for both English and German.

DigitalGenius implemented Visual AI and generative AI so Willow could identify flower quality issues from customer photos, understand context, and respond with empathy in the brand’s tone. The results included 50% of chat conversations fully resolved by AI, 20% more partially resolved, and 45% of email conversations automated in English and German, while reducing reliance on temporary agents during peak periods such as Mother’s Day.

Bloom & Wild

Isobel Mills

Director of Customer Delight