CUSTOMER STORY

DigitalGenius Brings The First AI-Powered Tool for Zendesk Chat

DigitalGenius is the AI platform that puts contact centers on autopilot by understanding conversations, automating repetitive processes and delighting customers.

Zendesk Chat

Platform

DigitalGenius

Customer Service Automation Platform

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.

Requirements

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.

Smart Search

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.

AI-Powered Shortcuts

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.

Reporting

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.

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 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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