Case Study: Kukoon achieves 73% chat deflection with DigitalGenius

Kukoon cuts daily tickets by 33% with DigitalGenius

Kukoon, an ecommerce brand, faced a major challenge in handling the 40% of its annual customer service tickets that occurred during the November and December peak season. Relying on temporary staff led to dropped response quality, increased wait times, and a suffering customer experience. They needed a scalable solution and turned to DigitalGenius for its AI support services.

By implementing DigitalGenius, Kukoon rapidly deployed an AI agent that deflected 73% of chat conversations, leading to a 33% reduction in daily ticket volume despite sales growth. The solution achieved an 80% customer satisfaction score, which was higher than their human agents. DigitalGenius provided high-quality, always-on support that was customized to sound like the Kukoon brand, ensuring a seamless customer experience.

Kukoon