Conversational Process Automation (CPA) puts your contact center on autopilot by using AI to connect conversations with processes. CPA allows repetitive customer queries such as refund requests, order status inquiries, cancellations and more to be resolved in full, without agent involvement – even when additional third-party systems such as billing or payment processing are part of the resolution process.Learn more
Customers won't wait for your contact center to to catch up with their rising expectations. Our platform allows for end-to-end resolution of customer inquiries through deep learning and open APIs. It's already reducing costs and boosting CSAT scores in contact centers worldwide.See more
"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.”
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
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.Read More
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.Read More
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
By implementing DigitalGenius into their Zendesk agent interface, StarOfService has been able to significantly reduce the average time spent per case.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 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.
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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