Customer Stories

Learn how DigitalGenius customers are understanding conversations, automating repetitive processes and delighting their customers with our AI platform.
Imagine Learning Reduces Customer Service Handling Time By 70% With DigitalGenius

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.

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KLM Royal Dutch Airlines Transforms Social Customer Service with DigitalGenius AI

KLM is using AI provided by DigitalGenius, which now supports over 50% of all inquiries. When agents need to answer questions, AI provides them with a suggested answer.

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TravelBird Sees 30% Drop in Average Handling Time as CSAT Soars with DigitalGenius

9 months after the implementation of DigitalGenius' AI platform, TravelBird's CSAT reached 90%, customer agent retention went from 8 to 12 months, and AHT (Average Handling Time) went down by 30%.

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Aylesbury Vale Reduces Costs and Drops Response Times by 50% with DigitalGenius

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.

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StarOfService Implements DigitalGenius AI to Lower Response Times in Customer Service

By implementing DigitalGenius into their Zendesk agent interface, StarOfService has been able to significantly reduce the average time spent per case.

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Magoosh Uses DigitalGenius to Reduce Customer Support Queue by 50%

We have helped reduce Magoosh’s queue of customer requests by half, and have made their team’s goal of responding to every customer within 24 hours more manageable.

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Blending AI with Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.

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DigitalGenius Brings The First AI-Powered Tool for Zendesk Chat

DigitalGenius provides Artificial intelligence for the contact center, empowering businesses to provide outstanding customer experience

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DigitalGenius Brings Artificial Intelligence To Organizations Using Zendesk

DigitalGenius provides Artificial intelligence for the contact center, empowering businesses to provide outstanding customer experience

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DigitalGenius Enables Artificial Intelligence on Salesforce Service Cloud

DigitalGenius provides Artificial intelligence for the contact center, empowering businesses to provide outstanding customer experience

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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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