DigitalGenius’s AutoPilot Allows Course Hero to Resolve Customer Queries

October 15, 2019 0 comments


DigitalGenius AutoPilot is the first solution to enable end-to-end case resolution of users’ common repetitive journeys without human intervention. This frees agents to focus on higher-level conversations while lowering the costs of users’ customer support operations.

Course Hero is an online learning library where members can access over 20 million course-specific study resources. The resources are contributed by a community of students and educators. The Course Hero platform comprises practice problems, study guides, videos, class notes, and step-by-step explanations for every subject student are studying. The subjects range from economics to literature, biology to history, accounting to psychology, and everything in between. The company is based in Redwood City, California. It has been recognized as one of the 2017 Technology Fast 500 by Deloitte.


Business Challenge

The challenges in the Course Hero’s customer support department were led by the traditional seasonal student calendar and the company’s continuous growth.Particularly in traditional solutions, adding more staff to the support team to deal with more traffic was scrapped due to lack of scalability and cost. The company has been able to construct a thriving online business for several students while keeping a relatively small customer support team.

The online learning platform was not just seeking for usual AI tool with an ability to respond to customer inquiries quickly. It was looking for a solution that could automate time-consuming processes (inherently part of the customer journey).

Additionally, some tasks were handled away from a customer support interface, say subscription renewal and billing inquiries, in a third-party system. Such repetitive and expensive multi-system tickets contribute to longer average handling times and lower CSAT scores. Therefore, the company turned to DigitalGenius for support.


The Collaboration

Through the implementation of DigitalGenius’s service into its Zendesk agent interface and backend systems, the online learning platform has been able to subsequently improve its key customer service metrics while saving thousands of dollars per month in the process. 

 The autopilot system offered by DigitalGenius helped the support team by automatically answering customer inquiries. It also automates and executes repetitive processes with a proprietary technology known as CPA (Conversational Process Automation).


The Results

•  Around 33 percent of all inbound customer service tickets are now handled by DigitalGenius. Out of these, more than 50 percent are fully resolved without a support agent being involved.

•  Such significant results enabled the support team of Course Hero to possess more time to solve complex tickets and to have a more proactive approach to customer service.

•  The company today shows a 90 percent CSAT score.

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