Transforming Customer Service with Practical AI.

DigitalGenius is the only AI Platform for Customer Service that uses conversational process automation to seamlessly connect conversations with processes.

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Automatically Fill Case Data & Suggest Answers

We believe agents should spend time offering a personalized customer experience instead of doing menial, repetitive tasks. That's why we train our AI to predict case meta-data & suggest or automate answers. This saves valuable time and improves accuracy every time you receive a new message.

Seamless integration with your Communication Channels & CRM

Full Control of Your Automations.

You’re the one in control here. DigitalGenius lets your agents’ historical resolutions set the tone and tenor of the AI and how it works – and you’ll immediately see the full results in your own dashboard.

Transformative Benefits For Your Contact Center

Reduce Contact Center Costs

Tickets often require information and actions from multiple systems to resolve them. This can be time-consuming for agents and costly for your business. AutoPilot automates full end-to-end resolutions across multiple systems, so you don’t have to continually hire new agents to keep up with surging volumes.

Dazzle Your Customers

“I can’t believe how fast that was”. AutoPilot fully automates incoming tickets from start to finish, without agent interaction. Resolutions are seamlessly enabled via APIs to your own back-end systems. You can sit and watch your CSAT scores soar.

Rapid Time To Value

Additional automations can be easily be added incrementally, as DigitalGenius AI tackles your toughest, most repetitive tickets first. Typically 40%-60% of processes are able to be automated! You’re able to manage it yourself in the DigitalGenius Control Center, too.

Unlock Critical Time in the Contact Center

Repeatable tasks are now automated. Turning on AutoPilot mode allows your agents to focus on solving the complex, non-repeatable cases their human brains were built for.

Reduce Average Handling Time (AHT)

DigitalGenius CoPilot rapidly classifies tickets and customer support requests. By placing messages in the right categories and routing them to the right team, DigitalGenius can increase agent capacity by ~30%. In addition, the AI learns from every agent interaction, so it gets smarter over time.

Automate Repetitive Questions

DigitalGenius will automatically respond to repetitive questions, allowing you to support service disruptions and unexpected volume spikes.

Streamline Your Knowledge

DigitalGenius CoPilot suggests the right answers to your agents, so they no longer have to search through templates or knowledge articles. And of course, no more copy-pasting from word documents.

Improve Employee & Customer Satisfaction

With DigitalGenius CoPIlot, agents can delegate routine tasks, reduce strain, and concentrate on offering the best experience to customers.

Connects with Your Systems

We pull data from your existing CRM and customer service console, and allow you to easily train, test and tweak your AI models so they work for your business and your customers.

Unparalleled Control

You’re the one in control here. DigitalGenius lets your agents’ historical resolutions set the tone and tenor of the AI and how it works – and you’ll immediately see the full results in your own dashboard.

Ability to Test

When you’re ready to build end-to-end “flows”, or customer journeys to resolve tickets in back-end systems, the DigitalGenius Control Center give you full ability to visualize and test how they’ll work in real life before pushing them live.

Robust Analytics

Get the results that drive your business forward in the Control Center, whether it’s improved CSAT, reduced AHT, a boost in FCR or other customer-centered metrics that power their interactions with your agents.

DigitalGenius AI Platform

AutoPilot

DigitalGenius AutoPilot is the first solution to enable end-to-end case resolution of your common repetitive journeys without human intervention. This frees agents to focus on higher-level conversations, while lowering the costs of your contact center operations. Full automation of your contact center’s most repetitive and expensive tickets is finally here.
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CoPilot

When a new message comes in via email, social media, mobile messaging or live chat, DigitalGenius CoPilot suggests the best answer to the agent. If the prediction falls above a certain confidence level, the answer will be automated. It's where machine learning and human intelligence combine to deliver on increasing customer expectations.
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Control Center

Take AI out of the “black box”. The DigitalGenius Control Center allows any business user to manage their own AI modes, while tracking real-time performance of the platform.

Flow Builder even lets you build end-to-end automations without agent involvement. This is where you truly connect your incoming customer conversations with processes. View and visualize the customer journeys that you’ve built. Test new actions and see their outcomes.
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Use Cases for DigitalGenius

Tagging, Categorization & Routing

An agent receives a message and has to manually assign numerous tags and case details. DigitaIGenius automatically predicts all case meta-data recovering valuable time with every interaction.

AI Agent Assist

When an agent receives a message on Email, Chat, Mobile Messaging or Social Media, DigitalGenius analyzes it and suggests the best answer. The agent can approve this prompt or personalize it as needed. The model gets better from each agent interaction.

Self-Service & Automation

DigitalGenius analyzes the content of an incoming message and, if the suggested response is above a set confidence threshold, then the AI sends an automatic reply to the customer. Use the slider below to see how it works:

Automation Threshold

Practical Applications of Artificial Intelligence

There is a lot of hype today about chatbots, deep learning and AI. Having deployed scalable products across the entire spectrum, we understood the benefits and limitations of each technology. And built a product that brings together the best of deep learning research, chatbot interfaces and Human+AI experiences for customer service.

Chatbots

Fully automated conversational experiences via SMS, Live Chat, Twitter & Facebook Messenger.

Used to: Retrieve customer information; Respond to repetitive questions; Offset unexpected volume spikes

Human+AI Product

A seamless combination of human & machine intelligence to create amazing experiences for customers.

Used to: Reduce Average Handling Time (AHT); Continuously train AI models

Applied AI Research

Cutting-edge research & practical applications of deep learning for business.

Used to: Productize deep learning applications; Optimize models for customer service operations

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Integration Overview

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Oracle CRM Integration

DigitalGenius integrates a layer of intelligence inside Oracle to improve agent efficiency by Auto-tagging incoming messages & Suggesting Responses to agents. This enables Customer Service teams to scale organically by supporting increasing volumes with automation to achieve better CSAT & ESAT scores.

Coming Soon!

Zendesk App

Human+AI enables agents using Zendesk to deliver accurate and timely information to their customers, while reducing overall internal & external resource load. We integrate directly with your Zendesk environment and can automate chat shortcuts, ticket tagging, routing, live chat and macros. The DigitalGenius App is now available in the Zendesk App Marketplace. Find out more about our Zendesk Support App and our Zendesk Chat App.

Available on the Salesforce AppExchange

Backed by Salesforce Ventures, DigitalGenius enables contact centers to reduce AHT and have more meaningful conversations with customers. The Human+AI Customer Service platform integrates into your existing Service Cloud Console. Find out more about our Salesforce Integration here.

Choose your platform

"By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal. This is what characterizes KLM. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs.”

"DigitalGenius' AI took over repetitive administrative tasks from our agents, which led to a 30% drop in average handling time. We've been able to invest these savings into a greater focus on sales, as well in time for more personal interactions with our travelers - and all at the same cost level as before.”

"We chose DigitalGenius because they were able to begin email automation shortly after integrating, in addition to immediately equipping agents with time-saving macro suggestions. The time saved has enabled us to work more closely with our agents to further refine their skills and learn about their needs. The result is efficient, quality service and higher agent morale.”

"We needed to find a way for the support team to quickly catch up on our rapid growth. We all know that hiring, on-boarding and training new agents takes time. That is why we are so glad to partner with DigitalGenius. The implementation was smooth and we saw the magic happen after a few days. I recommend this to any company that aims to revolutionize the world.”

KLM Royal Dutch Airlines Transforms Social Customer Service with AI

Every week KLM receives over 130,000 mentions via social media. This number has grown since the introduction of WhatsApp as a service channel. A dedicated team of 250 social media service agents personally engages in 30,000 conversations in 10 different languages every week. On average, conversations consist of 5 or 6 questions and answers between KLM and its customers.

Read More

Aylesbury Vale District Council Uses Artificial Intelligence to Lower Response Times and Costs

As part of its Connected Knowledge programme, Aylesbury Vale District Council (AVDC) has implemented DigitalGenius in Salesforce ServiceCloud to bring Artificial Intelligence (AI) to its customer service operation.

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TravelBird Adopts AI to Refine Customer Service

TravelBird brings travelers the best holiday experiences, both for short breaks and international get-aways. They provide a personalized selection of offers to allow users to create the perfect travel experience. Their aim is to help travelers discover something new through various holiday proposals, with a range of choices that also help them immerse into new cultures.

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Magoosh upgrades customer service with AI in Zendesk

By adding DigitalGenius AI to their Zendesk agent interface, Magoosh has been able to augment their customer service experience and increase the efficiency of both their Community Support and distributed Remote Tutors teams.

Read More

StarOfService Implements AI to Lower Response Times in Customer Service

By implementing DigitalGenius into their Zendesk agent interface, StarOfService has been able to significantly reduce the average time spent per case.

Read More

Let's Put Your Contact Center on Autopilot.

Want to Learn More About DigitalGenius?

Here are a few answers to help you learn more about how to start understanding conversations, automating repetitive processes and delighting your customers.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk and many others). We will take you through a thorough onboarding experience from identifying your most expensive & repetitive tickets; installing the app; and then training and deploying your first AI Model. Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin using the tool to automate inbound queries end-to-end, reduce AHT, support increasing volumes and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius puts your most repetitive and expensive tickets on autopilot by connecting conversations to processes, from the inbound ticket itself all the way through your backend systems via our open API framework.

2. DigitalGenius predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

3. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

4. If the predicted answers fall above a certain confidence level, those responses can be automated.

How safe is the customer data?

DigitalGenius has developed and implemented policies and technologies to ensure that confidential data is protected and managed securely. DigitalGenius applications are compliant with The US Data Protection Act and other similar international, regional and local legislation.







Your personal information will remain private.

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We are looking forward to hearing from you - whether to schedule a demo, join our team or inquire about certain aspects of our technology. Please describe your challenge or questions in as much detail as possible and we will be happy to continue the conversation.


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