Human + AITM Customer Service

Combine the best of human and machine intelligence to deliver on increasing customer expectations.

Play Video

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

The Power of Human+AI

Our approach allows the machine to do what it does best, unlocking valuable time for human agents to create genuine experiences for customers, across multiple channels.

Human+AI Benefits

Reduce Average Handling Time (AHT)

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

How It Works

AI Model Training

We connect with your Customer Service Console & CRM to extract data and train a neural network on your own historical customer service transcripts. The AI model learns how your best agents deliver fast, accurate customer replies and correctly tag or route incoming cases.
1

Predictive Case Intelligence

When a message comes in, our model will predict the relevant meta-data about the case, such as tags and other case details. This function can also route cases to the most appropriate team members.
2

Human+AI™ Question Answering

When a new message comes in via Email, Social Media, Mobile Messaging or Live Chat, DigitalGenius suggests the best answer to the agent. If the prediction falls above a certain confidence level, the answer will be automated.
3

Use Cases for DigitalGenius Human+AI

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 Answer Suggestion

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.

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

Schedule Demo

Integration Overview

+ Add your platform

Available on the Salesforce AppExchange

Backed by Salesforce Ventures, DigitalGenius enables you to reduce AHT, improve CSAT, and have more meaningful conversations with your customers. The Human+AI Customer Service platform integrates into your existing Service Cloud Console.

Zendesk App

The Human+AI Customer Service Platform enables agents using Zendesk to deliver accurate and timely information to their customers, while reducing overall internal & external resource load. DigitalGenius integrates directly with your Zendesk environment and can automate ticket tagging, routing, live chat and macros. Contact us for more information.

Facebook Messenger Integration

Open new communication channels with the DigitalGenius Human+AI Customer Service tool and use the power of artificial intelligence to manage increasing volumes.

WeChat Integration

DigitalGenius empowers your Customer Service team to open new messaging channels like WeChat and use the artificial intelligence to manage increasing volumes.

Telegram Integration

DigitalGenius enables fast and reliable access to new messaging channels like Telegram and use the artificial intelligence to manage increasing volumes.

Choose your platform

"Next time you engage with your favorite brand and don’t have to suffer through a pre-programmed, un-helpful robot, there’s a good chance a platform like DigitalGenius is at play.”

"By leveraging DigitalGenius on the Salesforce AppExchange, companies can tap into the practical power of artificial intelligence to reinforce and scale their customer service operation into the future.”

"Bots may be cool, but DigitalGenius, a former TechCrunch Disrupt Battlefield finalist, thinks there’s a better way using artificial intelligence and machine learning to transform customer service.”

"DigitalGenius helps companies seamlessly combine the best of human and machine intelligence so they can provide high-quality customer service.”

KLM Royal Dutch Airlines + DigitalGenius: Best People, Supported by the Best AI Technology

KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions.

Read More

2017 Guide for Deep Learning Business Applications

We are witnessing a historic moment for technology advancement. Today we can pull together the best hardware, affordable infrastructure and vast amounts of data to fundamentally transform the way we conduct business.

Read More

DigitalGenius Enables Artificial Intelligence on Salesforce Service Cloud

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.

Read More

Supercharge your customer service

with Human+AI

Frequently Asked Questions

To get started, we prepared a list of questions to help you learn more about our product and our company.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk, etc). We will take you through an onboarding experience from installing the app, to training and deploying your first AI Model. Once the app is configured and the model is trained, you can onboard your agents, and begin using the tool to 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 predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

2. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

3. 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.

Resources

Follow Us

CLOSE

Contact Us

We are looking forward to hearing from you - whether to schedule a demo, join our team or inquire about certain aspects of our technology. Please describe your challenge or questions in as much detail as possible and we will be happy to continue the conversation.

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.

Close