Case Study: Skullcandy achieves ~60% ticket resolution and minutes-fast WISMO/troubleshooting responses with DigitalGenius

Skullcandy Resolves ~60% of Tickets fully resolved by DigitalGenius

Skullcandy, the U.S. audio brand, faced a surge in customer-service volume during 2020 and a promotion-driven spike in April that left customers waiting hours for WISMO, troubleshooting and warranty support. To speed responses and reduce agent load, Skullcandy partnered with DigitalGenius and deployed DigitalGenius’ AI-driven automation and rapid support flows.

DigitalGenius used its AI model to classify and automate WISMO, troubleshooting, warranty, order and refund queries, even spinning up a promotion flow within a day. The result: roughly half of tickets automated and about 60% of cases fully resolved by DigitalGenius (57% resolved with no agent involvement), 80% of WISMO queries handled, 97% accuracy, responses in minutes rather than hours, and a +10% CSAT on tickets handled.

Skullcandy