Case Study: Blue Diamond achieves 90%+ answer accuracy and streamlined self-service with Emplifi Bot

How Blue Diamond's self-service chatbot is simplifying the customer journey by enabling consumers to get correct answers with over 90% accuracy

Blue Diamond, the world’s leading almond marketer and processor, faced a high volume of consumer questions about coupons, products, recipes, ingredients and allergies and wanted a faster, self-service way for consumers to get answers while freeing agents to focus on higher-value interactions. The company turned to Emplifi and its conversational solution, Emplifi Bot, to simplify and streamline the customer journey.

Emplifi deployed Emplifi Bot on bluediamond.com (and later Messenger), using narrow AI and NLP to answer FAQs, return product images and maps, link to SmartLabel and product pages, and offer Live Agent chat when needed. In its first month the bot handled more than 9,000 interactions with nearly 6,000 consumers and delivered correct answers at a 90% accuracy rate (which has continued to improve), while surfacing behavioral insights—such as high recipe demand—that have informed marketing and site design decisions.

Blue Diamond

Lisa Diehl

Consumer Advocacy Manager