Case Study: Mammaly achieves 80% deflection for returns queries with DigitalGenius

mammaly build an AI Agent to handle returns better

Mammaly, a fast-growing pet nutrition brand, turned to DigitalGenius after rapid growth led to high customer service volumes, repetitive tickets, and occasional SLA misses. The team needed a better way to manage returns and other common support requests, especially after an inflexible previous returns process created a poor customer experience.

DigitalGenius helped Mammaly build an AI Agent to streamline returns, connect the workflow to Aftership and Dixa, and deploy Proactive AI for unregistered returns. The solution now handles 80% of returns issues, contributes to a 65% deflection rate on chat and an 81% resolution rate on email, while improving agent productivity and customer satisfaction.

Mammaly

Stephanie Männle

Head of Business Development, Customer Engagement and HR