AI That Works For You
DigitalGenius uses cutting edge AI technology to automate resolutions for your support tickets. We offer customisable integration into your systems and control over your workflows, while improving key performance metrics, like CSAT and FRT.
1,000,000+messages processed each month
99%+AI Accuracy Level
Time in Customer
Integrates into the
AI Model Management
We connect with your Customer Service Console & CRM to extract data, then train a neural network on your own historical customer service transcripts. Our AI can then recognize how best to resolve queries, from tagging and routing cases, to understanding the best answer in context.
Next, you’ll build out a process map so our platform can begin solving your most simple, repetitive tickets – even across third party systems. This is where you help pilot those processes, and watch how they get even better over time.
Ready to automate your tickets end-to-end, without any agent involvement? Then you’re ready for Flow Builder. This is where you truly connect your incoming customer conversations with processes. Construct, visualize and continuously improve the repetitive customer journeys you’ve built. Test new actions and see their outcomes.
How many cases are being resolved? How much money is being saved? How many resolutions are partial, and how many are fully end-to-end? Our platform provides a real-time “health check” of your DigitalGenius implementation, giving you the insights needed to improve resolutions.
You can upload macros and templates, manage intent training, and accelerate learning to rapidly increase prediction accuracy and resolution rates.
Agent Guided Automation
Automation on training wheels. DigitalGenius will send its recommended responses and resolutions to your agents for their approval before responding to your customers. Our AI also learns from every agent interaction, so it gets smarter over time. Our agent-guided solution increases agent capacity by up to 70%.
Reduce Average Handling Time (AHT)
Automate Repetitive Questions
Streamline Agent Knowledge
Improve Employee & Customer Satisfaction
DigitalGenius’s Guided Automation product provides step-by-step resolution guidance directly on the agent’s screen.
A selection of suggested actions and suggested responses are displayed within the agent’s dashboard, allowing them to reach resolution in the most efficient manner. As a result of this process, agent capacity is increased by up to 30%.
Guided Automation can take customer service beyond resolving a customer query, too. Upon successful resolution, an agent can be guided to continue interactions with the customer to increase revenue or further increase retention, – all within the same interface.
For cases where full automation is not appropriate, such as issuing a million dollar order form, our Guided Automation product incorporates an agent approval workflow before any communication is sent to the end user.
AI Model Training
Digital Genius connects with your Customer Service Console & CRM to extract data, then trains a neural network on your own historical customer service transcripts. The AI model learns how your best agents deliver fast, accurate customer replies and how they tag or route incoming cases.
When a support ticket is received, our model predicts the relevant meta-data, such as tags and other case details, which can be used for automatic case routing and case classification. Cases are then routed to the most appropriate support agent.
Our technology sits at the crossroads between AI and RPA. These are systems that are great alone, but remarkable together. Combining both intelligent and process-driven automation systems gives us the capability to drive significant efficiencies.
Verena, Head of Customer Experience
"Our expectations of what was possible with AI were not only met, but exceeded. DigitalGenius has given us back control over our inbox – reducing our customer wait time by 93%. Customers are satisfied and our happiness delivery agents are more engaged and happier than ever"
"Working with the team at DigitalGenius has been fantastic. The guidance they provided made sure we delivered a great experience. Getting agents excited about DigitalGenius has been easy. Suggested responses help them resolve cases faster and they know that as they work with the AI, they train the automation to get better and free their time for more complex tasks."
Philipp Hörtenhuber, Head of Customer Happiness
“There has been a high uptake of agents usage and as we have seen in the last week it has become an integral part of their roles. To have this in place before our busy period and to see the number of deflections has been amazing.”
Pieter Groeneveld, Senior Vice President, Digital Air France - KLM
"KLM - By using artificial intelligence, KLM makes conversations with our customers even more timely, correct and personal. The 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.”
Marina Muniz, Head of Customer Support
"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."
Emily Mitchell, Customer Experience Manager
"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%."
Joel Beach, Director of Customer Care, Imagine Learning
"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 Hassall, Digital 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.”
Request a Demo
Learn how DigitalGenius can deliver automated resolutions for your support tickets in just a few minutes. Book a demo now and we will contact you shortly.