Case Study: Imagine Learning achieves 70% reduction in customer service handling time with DigitalGenius

Imagine Learning Reduces Customer Service Handling Time By 70% With DigitalGenius

Imagine Learning, an educational technology company serving hundreds of thousands of students, faced seasonal spikes and rapidly growing volumes of repetitive “how-to” support requests that made scaling their contact center with headcount impractical. To address this, they turned to DigitalGenius for an AI-based customer service solution integrated into their Zendesk agent interface.

DigitalGenius implemented AI-driven field prediction and ticket classification, automatically predicting and classifying 90% of cases after six months and auto-populating ticket fields. As a result, Imagine Learning cut average handling time by 70%, enabled agents to focus on complex issues (avoiding new hires), and delivered faster, more efficient support while planning further automations with DigitalGenius.

Imagine Learning

Joel Beach

Director of Customer Care