Zigzag Ziggy GenAI chat reduced coach requests by 27% and boosted customer conversion by 10% through smart, personalized engagement.
Dog training app Zigzag launched Ziggy, a GenAI-powered chat assistant, to help users get instant answers to common puppy questions. Customers often hesitated to contact live coaches for “simple” issues, leading to missed engagement opportunities. Ziggy fills that gap by providing expert-informed responses based on internal training methodologies—without replacing human coaches.
To ensure accuracy, Ziggy was trained using real coach expertise and continuously reviewed by the team. The platform underwent extensive testing using prompt engineering and user interaction studies. Common puppy issues were turned into suggested question prompts, which led to a 100% engagement rate during tests. Users could quickly tap a prompt and receive a relevant, actionable response.
One early hurdle was that customers didn’t fully understand how Ziggy worked. To fix this, Zigzag added onboarding screens explaining Ziggy’s value. While there was concern this could deter users, testing showed it improved engagement and trust. Overall, 90% of users expressed interest in using the chat, validating the GenAI approach as an accessible, first-step solution.
The results were significant: 15,000 interactions in the first month, triple expectations, and a 27% drop in live coach requests. It also helped drive a 10% lift in registration-to-pay conversions. Most notably, 96% of users gave positive feedback, proving Ziggy’s impact. Rather than replacing coaches, GenAI now extends their reach—handling basic queries while humans focus on complex training needs.