Transforming Customer Service with Practical AI

We’ve been delighting our customers – and their customers – with practical, useful, real-world, cost-saving AI since we were founded in 2013.

Our Company

DigitalGenius is the AI platform that puts customer support on autopilot by understanding conversations, automating repetitive processes and delighting your customers. The platform is powered by deep learning that understands your customers’ objectives, then drives automated resolutions through APIs that connect seamlessly to your own backend systems. This is the practical application of AI that delivers the concrete ROI you’ve been waiting for.

We are focused on:

(1) Enabling companies to scale their customer service operations with the best tools across multiple channels
(2) Developing scalable deep learning products that transform or massively improve critical business functions
(3) Creating the practical applications of AI that deliver the concrete ROI the world has been waiting for

Investors

In The Media

Forbes

How AI, Machine Learning And Other Disruptive Trends Are Defining The Future Of Customer Service

The Economist

Customer Service Could Start Living Up To Its Name

The New York Times

Meet the People Who Train the Robots (to Do Their Own Jobs)

VentureBeat

How Autodesk and DigitalGenius are Evolving AI Customer Service Beyond Chatbots

View all

USA

180 Sansome St., San Francisco, CA 94104

+1 650 466 6499

EMEA

1 Canada Square, London, United Kingdom

+44 208 242 1943

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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