Case Study: Zip achieves 93.6% full-resolution rate and saves the equivalent of 1.5 FTE with DigitalGenius Autopilot

Zip is saving the equivalent of 1.5 Full Time Agents with Autopilot

Zip, a payments company serving over 1.3 million customers and accepted at more than 16,000 retailers, handles over 70,000 support tickets a month. To reduce repetitive workload and speed responses, Zip engaged DigitalGenius and deployed its Autopilot AI to automate many frequently asked questions.

DigitalGenius integrated Autopilot into Zip’s Zendesk and connected it to Zip’s customer database via API to enable context-aware automation. Autopilot now handles over 2,000 tickets a month with a 93.6% full resolution rate, an 86.4% reduction in full resolution time, a 473% ROI, and the equivalent savings of 1.5 full-time agents.

Zip

Nathan Storey

Partner Support - Team Leader