June 16, 2025

Powering Omni-Channel CX for India’s Leading D2C Jewelry Brand

As one of India’s fastest-growing D2C jewelry brands scaled across 150+ stores and digital platforms, it faced growing customer escalations and declining service quality. Darwix AI enabled real-time agent assist...

Challenge

Rising Customer Escalations Across Channels

With rapid growth in both online and offline touchpoints, the brand experienced a surge in customer escalations, putting pressure on the support and sales teams to maintain service quality.

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Declining CSAT Due to Inconsistent Service Quality

Managing customer experience across 150+ stores and digital platforms led to inconsistent communication and service delivery, directly impacting customer satisfaction scores.

‍

Limited Visibility Into Agent Performance

The brand lacked real-time insights into agent conversations, making it difficult to identify performance gaps, coach effectively, or ensure consistent brand messaging across locations.

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How Darwix AI solved it!

Real-Time Evaluation & Live Agent Nudges

Darwix delivered real-time guidance during live calls, enabling agents to handle queries more effectively and consistently—leading to a 12% boost in productivity even as customer escalations rose.

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Automated QA & Sentiment Mapping

The platform continuously analyzed customer conversations to map sentiment and flag negative interactions instantly. This reduced the need for manual intervention and drove a 15% drop in manual resolution efforts.

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Performance Visibility & Skill Gap Analysis

Darwix provided granular insights into agent performance across 150+ stores, helping identify top and bottom performers and uncover key coaching areas—ensuring consistent service quality across all channels.

15

%

Decrease in Manual Resolution Efforts

12

%

Increase in agent productivity

8

%

Improvement in First Contact Resolution (FCR)

6

%

Increase in CSAT Scores Across Channels

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