The DigitalGenius AI Platform

DigitalGenius is the only AI Platform for Customer Service that uses conversational process automation to seamlessly connect conversations with processes.

Automatically Fill Case Data & Suggest Answers

We believe agents should spend time offering a personalized customer experience instead of doing menial, repetitive tasks. That's why we train our AI to predict case meta-data & suggest or automate answers. This saves valuable time and improves accuracy every time you receive a new message.

Seamless integration with your Communication Channels & CRM

Full Control of Your Automations.

You’re the one in control here. DigitalGenius lets your agents’ historical resolutions set the tone and tenor of the AI and how it works – and you’ll immediately see the full results in your own dashboard.

Transformative Benefits For Customer Support

Reduce Customer Support Costs

Tickets often require information and actions from multiple systems to resolve them. This can be time-consuming for agents and costly for your business. AutoPilot automates full end-to-end resolutions across multiple systems, so you don’t have to continually hire new agents to keep up with surging volumes.

Dazzle Your Customers

“I can’t believe how fast that was!" AutoPilot fully automates incoming tickets from start to finish, without agent interaction. Resolutions are seamlessly enabled via APIs to your own back-end systems. You can sit and watch your CSAT scores soar.

Rapid Time To Value

Additional automations can be easily be added incrementally, as DigitalGenius AI tackles your toughest, most repetitive tickets first. Typically 40%-60% of processes are able to be automated! You’re able to manage it yourself in the DigitalGenius Control Center, too.

Unlock Critical Time for Customer Support

Repeatable tasks are now automated. Turning on AutoPilot mode allows your agents to focus on solving the complex, non-repeatable cases their human brains were built for.

Reduce Average Handling Time (AHT)

DigitalGenius CoPilot rapidly classifies tickets and customer support requests. By placing messages in the right categories and routing them to the right team, DigitalGenius can increase agent capacity by ~30%. In addition, the AI learns from every agent interaction, so it gets smarter over time.

Automate Repetitive Questions

DigitalGenius will automatically respond to repetitive questions, allowing you to support service disruptions and unexpected volume spikes.

Streamline Your Knowledge

DigitalGenius CoPilot suggests the right answers to your agents, so they no longer have to search through templates or knowledge articles. And of course, no more copy-pasting from word documents.

Improve Employee & Customer Satisfaction

With DigitalGenius CoPilot, agents can delegate routine tasks, reduce strain, and concentrate on offering the best experience to customers.

Connects with Your Systems

We pull data from your existing CRM and customer service console, and allow you to easily train, test and tweak your AI models so they work for your business and your customers.

Unparalleled Control

You’re the one in control here. DigitalGenius lets your agents’ historical resolutions set the tone and tenor of the AI and how it works – and you’ll immediately see the full results in your own dashboard.

Ability to Test

When you’re ready to build end-to-end “flows”, or customer journeys to resolve tickets in back-end systems, the DigitalGenius Control Center give you full ability to visualize and test how they’ll work in real life before pushing them live.

Robust Analytics

Get the results that drive your business forward in the Control Center, whether it’s improved CSAT, reduced AHT, a boost in FCR or other customer-centered metrics that power their interactions with your agents.

DigitalGenius AI Platform

AutoPilot

DigitalGenius AutoPilot is the first solution to enable end-to-end case resolution of your common repetitive journeys without human intervention. This frees agents to focus on higher-level conversations, while lowering the costs of your customer service operations. Full automation of your customer support’s most repetitive and expensive tickets is finally here.

Learn more here.
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CoPilot

When a new message comes in via email, social media, mobile messaging or live chat, DigitalGenius CoPilot suggests the best answer to the agent. If the prediction falls above a certain confidence level, the answer will be automated. It's where machine learning and human intelligence combine to deliver on increasing customer expectations.

Learn more here.
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Control Center

Take AI out of the “black box”. The DigitalGenius Control Center allows any business user to manage their own AI modes, while tracking real-time performance of the platform.

The Control Center even lets you build end-to-end automations without agent involvement. This is where you truly connect your incoming customer conversations with processes. View and visualize the customer journeys that you’ve built. Test new actions and see their outcomes.
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Use Cases for DigitalGenius

Tagging, Categorization & Routing

An agent receives a message and has to manually assign numerous tags and case details. DigitaIGenius automatically predicts all case meta-data recovering valuable time with every interaction.

AI Agent Assist

When an agent receives a message on Email, Chat, Mobile Messaging or Social Media, DigitalGenius analyzes it and suggests the best answer. The agent can approve this prompt or personalize it as needed. The model gets better from each agent interaction.

Self-Service & Automation

DigitalGenius analyzes the content of an incoming message and, if the suggested response is above a set confidence threshold, then the AI sends an automatic reply to the customer. Use the slider below to see how it works:

Automation Threshold

Practical Applications of Artificial Intelligence

There is a lot of hype today about chatbots, deep learning and AI. Having deployed scalable products across the entire spectrum, we understood the benefits and limitations of each technology. And built a product that brings together the best of deep learning research, chatbot interfaces and Human+AI experiences for customer service.There is a lot of hype today about chatbots, deep learning and AI. Having deployed scalable products across the entire spectrum, we understood the benefits and limitations of each technology. And built a product that brings together the best of deep learning research, chatbot interfaces and Human+AI experiences for customer service.

Chatbots

Fully automated conversational experiences via SMS, Live Chat, Twitter & Facebook Messenger.

Used to: Retrieve customer information; Respond to repetitive questions; Offset unexpected volume spikes

Human+AI Product

A seamless combination of human & machine intelligence to create amazing experiences for customers.

Used to: Reduce Average Handling Time (AHT); Continuously train AI models

Applied AI Research

Cutting-edge research & practical applications of deep learning for business.

Used to: Productize deep learning applications; Optimize models for customer service operations

Let's Talk

How Would You Like to Integrate DigitalGenius?

+ Add your platform

Available in the Zendesk App Marketplace

DigitalGenius puts Zendesk users’ customer support teams on autopilot by understanding conversations, automating repetitive processes and delighting customers. We integrate directly with your Zendesk environment and can automate end-to-end journeys; chat shortcuts, ticket tagging, routing & more. Now available in the Zendesk App Marketplace. Find out more about our Zendesk Support App and our Zendesk Chat App.

Available on the Salesforce AppExchange

Backed by Salesforce Ventures, DigitalGenius puts your contact center on autopilot by understanding conversations, automating repetitive processes and delighting your customers. Our Customer Service platform integrates beautifully into your existing Service Cloud Console. Find out more about our Salesforce Integration here.

Choose your platform

Emily Mitchell
Customer Experience Manager The Perfume Shop company logo

"DigitalGenius powered a drop in our first-response time (FRT) to an all-time low. 40% of responses from our contact center are now answered in part or in whole by DigitalGenius, and we’ve seen notable improvements in customer satisfaction and AHT as a result. It’s allowing our agents to invest more of their time into solving complex customer queries instead. This is a big win for us and for our customers.".

Maria Muniz
Head of Customer Support Course Hero company logo

"We chose DigitalGenius because we were excited about their ability to fully automate our most repetitive customer inquiry. Today DigitalGenius' AI platform is already handling 33% of all inbound customer service tickets, and over half of those are now fully resolved with zero agent involvement. It's allowing our agents to shift to a more proactive orientation. We love these results."

Briana Cahn
Student Help Manager Magoosh company logo

"In our first full week live with DigitalGenius' AutoPilot, it was already auto-resolving close to 10% of my team's ticket volume. We're now putting additional tickets on autopilot, and we expect to auto-resolve between 15-20% of my team's volume soon."

Pieter Groeneveld
Senior Vice President of Digital KLM Royal Dutch Airlines company logo

"By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal. This is what characterizes KLM. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs."

Fiona Vanderbroeck
Chief Traveller Officer TravelBird company logo

"DigitalGenius' AI took over repetitive administrative tasks from our agents, which led to a 30% drop in average handling time. We've been able to invest these savings into a greater focus on sales, as well as in time for more personal interactions with our travelers - and all at the same cost level as before."

Joel Beach
Director of Customer Care Imagine Learning company logo

“DigitalGenius not only improved the response time in our contact center, with customer responses now 70% faster than they were without AI, they also expanded the capacity of my team to focus on more difficult tasks, and not repetitive tickets. We actually didn’t have to hire new team members for this entire past year. Since we implemented DigitalGenius, their team has also been extremely knowledgeable and easy to work with”

Maryvonne Hassell
IT Strategy Manager AVDC

"The best thing about DigitalGenius is that the AI is continuously improving. As it develops every day, AVDC is now looking at ways of automating even further, broadening the range of questions that we can answer so as to enhance our customers’ everyday experience. We can almost directly correlate DigitalGenius technology with our people management, allowing us the flexibility to move people around the organization and to use their time in a more productive customer-focused way."

James Lemire
Director of Customer Care Soylent company logo

"We chose DigitalGenius because they were able to begin email automation shortly after integrating, in addition to immediately equipping agents with time-saving macro suggestions. The time saved has enabled us to work more closely with our agents to further refine their skills and learn about their needs. The result is efficient, quality service and higher agent morale."

DigitalGenius Powers 40% of The Perfume Shop Tickets, Boosting CSAT, AHT and FCR

After only 3 months, DigitalGenius was automating 7% of The Perfume Shop’s total ticket volume, which enabled agents to invest additional time into solving more complex cases. Investing this extra time has led to an increase in overall customer satisfaction CSAT to 88%.

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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

The DigitalGenius AI Platform now supports over 50% of all KLM inquiries. KLM is now able to automate answers to the most common questions on any subject, without the interference of a human service agent.

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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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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%, agent retention rose from 8 to 12 months, and AHT (Average Handling Time) plunged by 30%.

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Magoosh Uses DigitalGenius to Reduce Customer Support Queue by 50%

Since adding DigitalGenius AI to their Zendesk agent interface, Magoosh has augmented their customer experience and increased efficiency. 83% of all tickets are now supported by DigitalGenius, with 10% of total ticket volume now resolved end-to-end without agent involvement.

Read More

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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