Combine the best of human and machine intelligence to deliver on increasing customer expectations.Play Video
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.
Our approach allows the machine to do what it does best, unlocking valuable time for human agents to create genuine experiences for customers, across multiple channels.
DigitalGenius 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.
DigitalGenius will automatically respond to repetitive questions, allowing you to support service disruptions and unexpected volume spikes.
DigitalGenius 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.
With DigitalGenius, agents can delegate routine tasks, reduce strain, and concentrate on offering the best experience to customers.
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:
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.
Fully automated conversational experiences via SMS, Live Chat, Twitter & Facebook Messenger.
Used to: Retrieve customer information; Respond to repetitive questions; Offset unexpected volume spikes
A seamless combination of human & machine intelligence to create amazing experiences for customers.
Used to: Reduce Average Handling Time (AHT); Continuously train AI models
Cutting-edge research & practical applications of deep learning for business.
Used to: Productize deep learning applications; Optimize models for customer service operations
Backed by Salesforce Ventures, DigitalGenius enables you to reduce AHT, improve CSAT, and have more meaningful conversations with your customers. The Human+AI™ Customer Service platform integrates into your existing Service Cloud Console.
The Human+AI™ Customer Service Platform enables agents using Zendesk to deliver accurate and timely information to their customers, while reducing overall internal & external resource load. DigitalGenius integrates directly with your Zendesk environment and can automate ticket tagging, routing, live chat and macros. Contact us for more information.
Open new communication channels with the DigitalGenius Human+AI Customer Service tool and use the power of artificial intelligence to manage increasing volumes.
DigitalGenius empowers your Customer Service team to open new messaging channels like WeChat and use the artificial intelligence to manage increasing volumes.
DigitalGenius enables fast and reliable access to new messaging channels like Telegram and use the artificial intelligence to manage increasing volumes.
Choose your platform
"Next time you engage with your favorite brand and don’t have to suffer through a pre-programmed, un-helpful robot, there’s a good chance a platform like DigitalGenius is at play.”
"By leveraging DigitalGenius on the Salesforce AppExchange, companies can tap into the practical power of artificial intelligence to reinforce and scale their customer service operation into the future.”
"Bots may be cool, but DigitalGenius, a former TechCrunch Disrupt Battlefield finalist, thinks there’s a better way using artificial intelligence and machine learning to transform customer service.”
"DigitalGenius helps companies seamlessly combine the best of human and machine intelligence so they can provide high-quality customer service.”
KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions.Read More
We are witnessing a historic moment for technology advancement. Today we can pull together the best hardware, affordable infrastructure and vast amounts of data to fundamentally transform the way we conduct business.Read More
DigitalGenius brings a layer of practical artificial intelligence to customer service operations around the world. Its Human+AI™ approach enables companies to easily combine the best of human and machine intelligence to create outstanding customer experiences.Read More
How do I use DigitalGenius inside my contact center operation?
DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk, etc). We will take you through an onboarding experience from installing the app, to training and deploying your first AI Model. Once the app is configured and the model is trained, you can onboard your agents, and begin using the tool to 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 predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.
2. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.
3. 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.
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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