Case Study: Rapha achieves 74% automated email resolution with DigitalGenius

Rapha fully resolves 74% of automated email conversations with DigitalGenius

Rapha wanted to improve customer service as query volumes grew, especially by handling more email requests and freeing agents for complex issues. Working with DigitalGenius, using its AI agent and automation platform integrated with Dixa, Rapha aimed to streamline support across email, chat, and web widgets.

DigitalGenius helped Rapha automate responses in five languages, add a “WISMO” widget for order-status queries, and replace manual tagging with AI intent detection. The result was 74% of automated email conversations fully resolved, 76% of web widget queries resolved, and stronger agent efficiency by shifting repetitive tasks like returns labels to automation.

Rapha

Rhys Howells

Head of Customer Service