Case Study: Abbott Lyon achieves 177% ROI with DigitalGenius

Using AI to elevate CX at scale

Abbott Lyon, a fast-growing ecommerce brand known for giftable jewelry and engraved fingerprint designs, needed a way to handle surging customer demand without sacrificing experience. To maintain high service levels in a crowded market, the company turned to DigitalGenius and its AI Agent platform to support email and chat, automate repetitive support work, and help keep pace with growth.

DigitalGenius implemented AI-powered automation with image recognition, Shopify and Zendesk integration, and instant resolution workflows for tickets and warranty claims. The solution saved agents about 15 minutes per ticket, cut SLAs by half, matched human CSAT, and automated former manual checks that once required 20 agents. Overall, Abbott Lyon achieved a 177% return on investment with DigitalGenius while keeping its team lean.

Abbott Lyon

Jason Richardson

Head of Customer Experience