The AI Platform for Customer Service

DigitalGenius is an AI platform that puts your customer support on autopilot by understanding conversations, automating repetitive processes and delighting your customers.

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Conversational Process Automation

Conversational Process Automation (CPA) puts your customer support 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.

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Automate Repetitive, Expensive Tickets

Your customers won't wait for your customer support 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.

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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 customer service operations. Full automation of your customer support’s most repetitive and expensive tickets is finally here.

Learn more 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.

The Control Center 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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Emily Mitchell
Customer Experience Manager The Perfume Shop company logo

"DigitalGenius powered a drop in our first-response time (FRT) to an all-time low. 40% of responses from our contact center are now answered in part or in whole by DigitalGenius, and we’ve seen notable improvements in customer satisfaction and AHT as a result. It’s allowing our agents to invest more of their time into solving complex customer queries instead. This is a big win for us and for our customers.".

Maria Muniz
Head of Customer Support Course Hero company logo

"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."

Briana Cahn
Student Help Manager Magoosh company logo

"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."

Pieter Groeneveld
Senior Vice President of Digital KLM Royal Dutch Airlines company logo

"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."

Fiona Vanderbroeck
Chief Traveller Officer TravelBird company logo

"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 as in time for more personal interactions with our travelers - and all at the same cost level as before."

Joel Beach
Director of Customer Care Imagine Learning company logo

“DigitalGenius not only improved the response time in our contact center, with customer responses now 70% faster than they were without AI, they also expanded the capacity of my team to focus on more difficult tasks, and not repetitive tickets. We actually didn’t have to hire new team members for this entire past year. Since we implemented DigitalGenius, their team has also been extremely knowledgeable and easy to work with”

Maryvonne Hassell
IT Strategy Manager AVDC

"The best thing about DigitalGenius is that the AI is continuously improving. As it develops every day, AVDC is now looking at ways of automating even further, broadening the range of questions that we can answer so as to enhance our customers’ everyday experience. We can almost directly correlate DigitalGenius technology with our people management, allowing us the flexibility to move people around the organization and to use their time in a more productive customer-focused way."

James Lemire
Director of Customer Care Soylent company logo

"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."

DigitalGenius Powers 40% of The Perfume Shop Tickets, Boosting CSAT, AHT and FCR

After only 3 months, DigitalGenius was automating 7% of The Perfume Shop’s total ticket volume, which enabled agents to invest additional time into solving more complex cases. Investing this extra time has led to an increase in overall customer satisfaction CSAT to 88%.

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Imagine Learning Reduces Customer Service Handling Time By 70% With DigitalGenius

After only six months, 90% of Imagine Learning cases were automatically predicted and classified by DigitalGenius - giving their agents more time to respond to complex queries.

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KLM Royal Dutch Airlines Transforms Social Customer Service with DigitalGenius AI

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.

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Aylesbury Vale Reduces Costs and Drops Response Times by 50% with DigitalGenius

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.

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TravelBird Sees 30% Drop in Average Handling Time as CSAT Soars with DigitalGenius

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%.

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Magoosh Uses DigitalGenius to Reduce Customer Support Queue by 50%

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.

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Let's Put Your Customer Support 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 customer support 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 customer support team?

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 your customer support function. 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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