Case Study: Course Hero achieves 20% end-to-end support ticket resolution with DigitalGenius

Coursehero resolves 20% of support tickets with DigitalGenius AI

Coursehero, an education‑tech platform providing over 20 million course‑specific study resources, faced seasonal spikes and rapid growth that strained a small support team. Rather than hiring more staff, Coursehero turned to DigitalGenius — implementing its AutoPilot and Conversational Process Automation (CPA) capabilities alongside their Zendesk setup — to automate repetitive, multi‑system inquiries like subscription renewals and billing.

DigitalGenius’ solution now handles 33% of inbound tickets and fully resolves over half of those end‑to‑end (about 20% of all tickets) within the first 90 days, saving thousands — and ultimately tens of thousands — of dollars per month. The automation reduced average handling time, freed agents to focus on complex cases, and helped Coursehero achieve a 90% CSAT while speeding response times.

Coursehero

Maria Muniz

Head of Customer Support