Your customers won’t wait for your customer support to catch up to their rising expectations. They’re looking for customer service that’s fast, effective and that supports their preferred communication channels. Our AI-powered customer service automation platform allows you to meet customers where they are today, and lets you make customer service a competitive advantage in the process.Learn more about how it works.
The DigitalGenius mission is simple: we aim to transform the customer service function, and to make the lives of both agents and customers easier, while helping businesses reduce their costs. Our platform integrates with your existing CRM, and allows for fast, effective end-to-end resolution of customer inquiries through deep learning and open APIs. It's already reducing costs and boosting customer satisfaction scores in contact centers worldwide.Here's what our customers have to say about it.
"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."
"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."
"DigitalGenius doesn't merely help our support team to respond faster. When we receive customer queries that are difficult even for our trained support agents to understand, DigitalGenius comes to the rescue by rapidly determining the customer intent, then by prompting our agents with the right answers. We're very impressed with this platform."
"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."
"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."
"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."
“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”
"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."
"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."
In the first 90 days, 20% of support tickets were fully resolved end-to-end using DigitalGenius’ AutoPilot, saving thousands of dollars per monthRead More
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%.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
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.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
How do I use DigitalGenius inside my customer support operation?
DigitalGenius is installed as an app into your existing customer service software (Salesforce, Zendesk and others). We will take you through a seamless onboarding experience that identifies your most expensive & repetitive tickets; connects your CRM to our AI platform; then trains and deploys your first AI model. Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin automating inbound queries end-to-end; assist agents to handle tickets faster, therefore reducing 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 all the way through your backend systems via our open API framework. 2. Together we map out the automation framework, custom-building exactly how you want your repetitive tickets to be resolved, and what information you’d like included in order to best reply to your customers. 3. DigitalGenius’ AI recognizes the objective of a customer’s question. When the answer rises above a certain confidence level, those processes can be automated. When it’s below, your agents will pick up those tickets, which ensures a consistent and accurate customer experience. 4. To provide the greatest ROI, we aim to automate the tickets that are the most repetitive, expensive and time-consuming for your business. These can be anything from refunds, account lookups, order cancellations, shipping status and so on. You tell us what they are - we'll do the rest.
How do I know if my company is a good fit for AI and Customer Service Automation?
Adding a layer of AI into your customer support operations is a journey, but it’s not for everyone. While DigitalGenius supports a wide variety of use cases, we want to make sure there is a good fit for your business, your agents and your customers. If your customer service team has a large amount of inbound, text-based tickets; if you have 10 agents or more; AND if you’re experiencing repetitive queries and processes - chances are that DigitalGenius can not only reduce your costs, but will also help make customer service a competitive advantage for your business.
So.....how do we get started?
Let us do the heavy lifting! We want to learn about you, the challenges you’re facing in customer service, and then determine if we’re the right choice for your business. Give us 30 minutes, and we can definitely answer the question. If we uncover that there’s a mutual fit, we'll take you through a deeper review of our product, validate an AI match and provide you with a roadmap of what it will take to go live, plus pricing, an implementation plan and a full ROI calculation. Want to come on an AI-powered automation journey with us? Let's talk. Get started by telling us a little bit about yourself on the form to the right.
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