DigitalGenius Brings The First AI-Powered Tool for Zendesk Chat
Empowering Customer Service Excellence and Efficiency with a Layer of AI
DigitalGenius is the AI platform that puts contact centers on autopilot by understanding conversations, automating repetitive processes and delighting customers.
At its core are deep-learning algorithms, which are trained on historical customer service logs and integrated directly into Zendesk Support & Zendesk Chat. Once enabled, the AI automates repetitive tasks and helps agents be more productive across text-based communication channels like email, chat, social media and mobile messaging.
DigitalGenius powers over 25 contact centers at companies like KLM Airlines, Unilever, Magoosh, Careem, Travelbird, SAXO, Coinmama, Coursehorse, Zopa, zipMoney and others, where it enables Customer Service excellence with practical applications of deep learning and AI.
Teams using DigitalGenius see more consistent tagging, faster and more accurate routing, a reduction of first response time, accelerated macro adoption and automation of customer service tickets. This contributes to improving customer & employee satisfaction, while reducing AHT and unnecessary operational costs in the customer service operation.
The DigitalGenius Zendesk Chat App
The DigitalGenius App is installed in Zendesk Chat enabling the Customer Service team to use their time more effectively. By automating the repetitive parts of their work, DigitalGenius enables agents to focus on personalizing the experience and solving customer challenges in a channel where rapid time to respond is essential.
Customers with at least 5 agents that have been using Zendesk Chat for at least 3 months and have set up a minimum 20 shortcuts can now empower their contact center with AI. The DigitalGenius Zendesk Chat app trains a neural network on the historical logs to predict the appropriate shortcuts once a new message comes in.
DigitalGenius powers a Smart Search algorithm that enables agents to search in the body of existing shortcuts. They no longer have to memorize titles and only rely on them when using shortcuts in chat.
When the message comes in, the AI predicts a number of shortcuts that would respond to the customer message. Agents can choose to approve the message right away or can personalize or append it to a more complex response. Once the message is sent, the AI learns from the interaction, making it smarter and more accurate over time.
It’s possible to set up the Chat app even without the historical logs if you keep in mind that the AI will need, on average, 2-3 months to learn. The learning will accelerate if volumes increase.
Path to Automation
Once the AI reaches high confidence levels for certain shortcuts, they can be automated if the predictions hit a pre-set threshold. For this functionality, customers must install the DigitalGenius Zendesk Widget on their website.
The DigitalGenius App comes with a reporting dashboard that enables managers to be on top of the AI predictions. Each action is tracked inside the dashboard and admins are able to pull reports inside the Zendesk Reporting interface.
Our team is ready to assist customers in creating the right queries to demonstrate the value created by implementing AI for Chat.
The DigitalGenius App is published in the Zendesk Marketplace.