CUSTOMER STORY

DigitalGenius Brings Artificial Intelligence To Organizations Using Zendesk

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.

Zendesk Support

Platform

DigitalGenius

Customer Service Automation Platform

DigitalGenius Brings Artificial Intelligence To Organizations Using Zendesk

Empowering Customer Service Excellence and Efficiency with a Layer of AI

DigitalGenius announced its integration with Zendesk, Inc. This cloud-based application brings advanced AI capabilities to organizations using Zendesk in their customer service operation. The seamless combination of human and machine intelligence will enable a new standard for positive and efficient customer service experiences.

Organizations using Zendesk can now take advantage of the DigitalGenius product to:

  • Reduce time to solve tickets with automated tagging and auto-triaging capability
  • Increase accuracy and response efficiency for text-based service tickets with AI-powered answer suggestions and macro-automation
  • Support increasing ticket volume across new communication channels, as well as traditional channels like email and live chat in a cost-effective way
"We are excited to enable organizations using Zendesk with practical applications of deep learning and AI, to help improve their customer service operation. This application will allow organizations to communicate with their customers with increased efficiency, ultimately resulting in a more positive customer experience."
Mikhail Naumov
Co-Founder & CSO
DigitalGenius

The DigitalGenius Human+AI™ Platform is trained on historical customer service logs and provides AI-powered macro suggestions, automation of ticket tagging, auto-triaging, as well as automation of responses. This combination of human and machine intelligence helps customer service teams on Zendesk to support increasing volumes faster, while unlocking more time for complex cases and meaningful conversations with customers.

Organizations like TravelBird, Coinmama, Joybird and Magoosh, are among the first to leverage DigitalGenius on top of their Zendesk setup with promising results.

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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