Resources

Videos

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

See how the DigitalGenius AI platform for customer service is automating repetitive processes and delighting Magoosh, TravelBird and AVDC customers in this short video.

In this video case study, Fiona Vanderbroeck, Chief Traveller Officer at TravelBird, discusses why they chose to integrate DigitalGenius into their contact center and the excellent results they have seen so far.

By adding DigitalGenius to their Zendesk agent interface Magoosh was able to augment their customer service experience and increase the efficiency of both their Community Support and distributed Remote Tutors teams.

Take a walk through the past, present and future of AI in the contact center with DigitalGenius’ Mikhail Naumov, as he describes how machine learning software can enhance your contact center’s performance, while empowering customer service professionals with critical tools to immediately assist customers.

Learn how the Aylesbury Vale District Council (AVDC) successfully implemented DigitalGenius in its Salesforce Service Cloud to bring practical AI to its customer service operation.

KLM Royal Dutch Airlines experienced a large spike in message volume right after opening up Facebook Messenger as a communication channel for its customers. In order to successfully handle the increased volume, while maintaining its personal customer service approach, KLM chose to deploy the DigitalGenius deep learning product to support their agents.

Mike Yakovlev, Manager of Technology Alliances at Zendesk, talks about what it means to have DigitalGenius as part of the Zendesk partner ecosystem.

Improve productivity of your customer service agents by letting the machine answer repetitive questions through the use of machine learning and artificial intelligence.

Briana Cahn, Student Help Manager at Magoosh, discusses what she’s excited about in the near future on her company’s implementation of DigitalGenius as the AI platform for Customer Service.

This webinar features Mikhail Naumov of DigitalGenius in a “fireside chat” with Shep Hyken of Shepard Presentations about the future of customer service and AI.

Mikhail Naumov sits down with Lionbridge CMO Clint Poole after presenting on stage at the Global Innovation Symposium in San Jose, CA.

Steven Van Belleghem talks with DigitalGenius co-founder and President Mikhail Naumov about practical AI in the contact center, and how it's having an immediate impact on both costs and on customer satisfaction scores.

CB Insights selected DigitalGenius to the prestigious Artificial Intelligence 100 list (“AI 100”), a select group of emerging private companies working on groundbreaking artificial intelligence technology.

DigitalGenius’ Mikhail Naumov provides a look into how AI is transforming contact centers worldwide. Recorded at Zendesk’s Relate event 2017.

Guides

Contact Center Pipeline - Blending AI with Human Support

When considering how AI can be applied in a customer service function, it’s important to separate fantasy from the practical applications, says DigitalGenius' Mikhail Naumov.

Contagious Magazine - Combining Human & Machine Intelligence for Customer Service

Brands often fail to provide the enhanced engagement that consumers look for. Bringing AI and humans together ensures that people get the best experiences possible.

Media

What are the 5 Biggest Problems Artificial Intelligence Will Solve in the Public Sector?

AVDC results with DigitalGenius demonstrate that AI can empower governments to provide the personalized experiences modern consumers expect.

Customer Service Could Start Living Up To Its Name

Terrific overview of how AI is rapidly transforming the contact center, with examples from DigitalGenius CEO Dmitry Aksenov taken from our KLM partnership.

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

When Magoosh implemented the DigitalGenius AI platform to help its customer service team work more efficiently, it was a "wow" moment, according to Sarah Seiwert.

How AI is Helping Airline Customer Service Reps Get Closer to Customers

One technology is stepping up to help airline passengers befriend frontline airline customer service reps, instead of seeing them as an adversary: artificial intelligence.

DigitalGenius Raises $14.75 Million to Bring Artificial Intelligence to Customer Service

DigitalGenius, an AI startup that’s setting out to automate many facets of customer service, has announced a $14.75 million series A funding round.

Blending AI with Human Support

When considering how AI can be applied in a customer service function, it’s important to separate fantasy from the practical applications, says DigitalGenius' Mikhail Naumov.

Will AI Take Over The World?

Shep Hyken of Forbes sits down with Mikhail Naumov from DigitalGenius to talk about AI and its impact on business.

How to Successfully Negotiate with the 3 Types of AI Vendors

At this point, most companies are thinking about how to invest in AI. Yet how do you know which products will provide actual value?

Chatbots and Artificial Intelligence: What’s the Difference?

Combining AI with talented customer service teams results in higher response efficiency and a more personalized experience for customers.

Chatbots, AI and serving customers with Salesforce Service Cloud

When people think of AI for customer service, they tend to fall into two camps.

How the UK government can help turn advanced technology into a strategic growth opportunity

The UK government can help IT decision makers embrace digital transformation in four areas of technology – 5G, blockchain, AI and the cloud.

How These 9 AI Companies Are Impacting The Way We Work

Here are 9 companies - including DigitalGenius - already utilizing artificial intelligence technology to improve the way we work.

Aylesbury Vale Goes Down AI Road with DigitalGenius

Aylesbury Vale District Council (AVDC) has implemented the DigitalGenius artificial intelligence (AI) solution to speed up its customer service operation.

Aylesbury Vale District Council Uses AI to Lower Response Times and Costs

AVDC has implemented DigitalGenius' platform in the Salesforce Service Cloud; adding practical AI to its customer service operations.

DigitalGenius Brings Artificial Intelligence To Organizations Using Zendesk

DigitalGenius has announced an integration with Zendesk to advanced AI capabilities to organizations that use Zendesk in their customer service operation.

How AI is Helping TravelBird Remake its Customer Service

How DigitalGenius uses algorithms to evaluate and catalog TravelBird's existing customer service ticket records to automate responses to customers.

TravelBird Refines Travel Advisor Interactions Using Artificial Intelligence

TravelBird has become the latest travel company to adopt artificial intelligence for customer service through a partnership with DigitalGenius.

Let's Put Your Contact Center 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 contact center 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.

How safe is the customer data?

DigitalGenius has developed and implemented policies and technologies to ensure that confidential data is protected and managed securely. DigitalGenius applications are compliant with The US Data Protection Act and other similar international, regional and local legislation.







Your personal information will remain private.

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