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Add a layer of Artificial Intelligence to your Contact Center to Empower Customer Service excellence.

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Human+AITM
Customer Service

DigitalGenius brings practical applications of deep learning and AI to customer service operations. It analyzes incoming messages, predicts meta-data, routes cases, provides agents with accurate suggestions and automates responses.

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Seamless integration with your Communication Channels & CRM

Deep Learning

We train a deep neural network model by converting historical customer service transcripts into numerical representations called word vectors. We use statistical operations to extract meaning, context, and predict answers in any language.

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How It Works

AI Model Training

We connect with your Customer Service Console & CRM to extract data and train a neural network on your own historical customer service transcripts. The AI model learns how your best agents deliver fast, accurate customer replies and correctly tag or route incoming cases.
1

Predictive Case Intelligence

When a message comes in, our model will predict the relevant meta-data about the case, such as tags and other case details. This function can also route cases to the most appropriate team members.
2

Human+AI™ Question Answering

When a new message comes in via Email, Social Media, Mobile Messaging or Live Chat, DigitalGenius suggests the best answer to the agent. If the prediction falls above a certain confidence level, the answer will be automated.
3

"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 + DigitalGenius: Best People, Supported by the Best AI Technology

KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions.

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2017 Guide for Deep Learning Business Applications

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.

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DigitalGenius Enables Artificial Intelligence on Salesforce Service Cloud

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.

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Supercharge your customer service

with Human+AI

Frequently Asked Questions

To get started, we prepared a list of questions to help you learn more about our product and our company.

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.

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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.