The DigitalGenius AI Platform

DigitalGenius is the only AI-powered 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 Customer Service Automation 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 models, 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.

Learn more here.
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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
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."

Philipp Theißler
Head of Customer Happiness Runtastic company logo

"DigitalGenius doesn't merely help our support team to respond faster. When we receive customer queries that are difficult even for our trained support agents to understand, DigitalGenius comes to the rescue by rapidly determining the customer intent, then by prompting our agents with the right answers. We're very impressed with this platform."

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."

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."

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."

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

Course Hero Resolves 20% of Support Tickets by Putting them on Autopilot with DigitalGenius

In the first 90 days, 20% of support tickets were fully resolved end-to-end using DigitalGenius’ AutoPilot, saving thousands of dollars per month

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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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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.

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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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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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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 an app into your existing customer service software (Salesforce, Zendesk and others). We will take you through a seamless onboarding experience that identifies your most expensive & repetitive tickets; connects your CRM to our AI platform; then trains and deploys your first AI model.

Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin automating inbound queries end-to-end; assist agents to handle tickets faster, therefore reducing 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 all the way through your backend systems via our open API framework.

2. Together we map out the automation framework, custom-building exactly how you want your repetitive tickets to be resolved, and what information you’d like included in order to best reply to your customers.

3. DigitalGenius’ AI recognizes the objective of a customer’s question. When the answer rises above a certain confidence level, those processes can be automated. When it’s below, your agents will pick up those tickets, which ensures a consistent and accurate customer experience.

4. To provide the greatest ROI, we aim to automate the tickets that are the most repetitive, expensive and time-consuming for your business. These can be anything from refunds, account lookups, order cancellations, shipping status and so on. You tell us what they are - we'll do the rest.

How do I know if my company is a good fit for AI and Customer Service Automation?

Adding a layer of AI into your customer support operations is a journey, but it’s not for everyone. While DigitalGenius supports a wide variety of use cases, we want to make sure there is a good fit for your business, your agents and your customers.

If your customer service team has a large amount of inbound, text-based tickets; if you have 10 agents or more; AND if you’re experiencing repetitive queries and processes - chances are that DigitalGenius can not only reduce your costs, but will also help make customer service a competitive advantage for your business.

So.....how do we get started?

Let us do the heavy lifting! We want to learn about you, the challenges you’re facing in customer service, and then determine if we’re the right choice for your business. Give us 30 minutes, and we can definitely answer the question.

If we uncover that there’s a mutual fit, we'll take you through a deeper review of our product, validate an AI match and provide you with a roadmap of what it will take to go live, plus pricing, an implementation plan and a full ROI calculation.

Want to come on an AI-powered automation journey with us? Let's talk. Get started by telling us a little bit about yourself on the form to the right.







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