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
"We chose DigitalGenius because we were excited about their ability to fully automate our most repetitive customer inquiry. Today DigitalGenius' AI platform is already handling 33% of all inbound customer service tickets, and over half of those are now fully resolved with zero agent involvement. It's allowing our agents to shift to a more proactive orientation. We love these results.”
"In our first full week live with DigitalGenius' AutoPilot, it was already auto-resolving close to 10% of my team's ticket volume. We're now putting additional tickets on autopilot, and we expect to auto-resolve between 15-20% of my team's volume soon.”
"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.”
The DigitalGenius AI Platform now supports over 50% of all KLM inquiries. KLM is now able to automate answers to the most common questions on any subject, without the interference of a human service agent.Read More
Aylesbury Vale District Council (AVDC) implemented DigitalGenius in Salesforce ServiceCloud to bring practical AI to its customer service operation. DigitalGenius is now automating over 7% of all cases, and is driving lower costs and faster responses to AVDC customers.Read More
9 months after the implementation of DigitalGenius' AI platform, TravelBird's CSAT reached 90%, agent retention rose from 8 to 12 months, and AHT (Average Handling Time) plunged by 30%.Read More
Since adding DigitalGenius AI to their Zendesk agent interface, Magoosh has augmented their customer experience and increased efficiency. 83% of all tickets are now supported by DigitalGenius, with 10% of total ticket volume now resolved end-to-end without agent involvement.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.
What is conversational process automation, and how does it help my contact center?
Conversational Process Automation (CPA) uses 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. This AI-driven process automation shifts the attention of agents away from repetitive, mundane work and unlocks critical time and value in the contact center. DigitalGenius customers are seeing higher CSAT scores, better employee retention, reduced AHT and reduced costs in the contact center. We'd love to talk with you more about it!
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