Case Study: Serato achieves 15% of support tickets fully resolved and 70% faster resolution times with DigitalGenius

Our Platform Fully Resolves 15% of Seratos Support Tickets

Serato, the music software company, wanted to reduce agent load by automating two repetitive ticket types that together made up 18% of their support volume. To do this they added DigitalGenius AI to their Zendesk environment to try to handle those common requests and speed up responses.

DigitalGenius implemented two AI Automation Journeys within four weeks, delivering immediate improvements: 82.4% coverage across the use cases, 96.6% accuracy, and 64.1% of cases handled by DigitalGenius resulting in full resolution with no agent involvement. Today close to 10% of Serato’s total ticket volume is fully resolved by DigitalGenius, cutting Full Resolution Time for these ticket types by more than 70% and improving First Reply Times while freeing agents to focus on complex issues.

Serato

Luke Bradshaw

Support Operations Manager