Case Study: G-Star achieves 90% of order-related enquiries resolved without agent involvement with DigitalGenius

G-StarRaw resolves 90% of order-related enquiries with DigitalGenius

G-Star Raw, a fashion retailer, faced the challenge of transforming its customer service into a value-based center. Their agents were overwhelmed by repetitive support tickets, and growing year-over-year volumes were straining the team, especially during peak periods. They needed to offer high-quality service without having to continually grow their team size.

DigitalGenius implemented its AI-driven platform, integrating it with Salesforce and global couriers like DHL and UPS. The solution automated the processing of order-related enquiries in multiple languages. This allowed DigitalGenius to resolve 40% of all cases and 90% of order-related cases without any agent involvement, leading to a 60% reduction in response time and freeing agents to focus on more complex, revenue-driving tasks.

G-StarRaw