Case Study: Magoosh reduces customer support queue by 50% with DigitalGenius

Magoosh Uses Digitalgenius to Reduce Customer Support Queue by 50%

Magoosh, an education technology company, was challenged by the need to make its vast library of over 900 support macros easily searchable for its 42 agents in Zendesk. They wanted to improve efficiency and future-proof their support operation with AI capable of automation and full case resolution. To address this, Magoosh selected the DigitalGenius AI platform.

By implementing DigitalGenius into their Zendesk agent interface, Magoosh augmented their customer experience. The solution provides AI-assisted case classification, tagging, and re-routing, and its AutoPilot feature automatically resolves tickets. This resulted in a 50% reduction in the customer support queue, with 10% of all tickets being resolved end-to-end without an agent. DigitalGenius now supports 83% of all tickets, and satisfaction scores for auto-resolved tickets exceed 95%.

Magoosh

Briana Cahn

Student Help Manager