DigitalGenius AutoPilot

Full end-to-end automation of your customer support team's most repetitive and expensive tickets is finally here.

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 support operations.

Here’s How It Works

Identify Your Repetitive Tickets.
Identify Your Repetitive Tickets.

You’ll let us know which are the most repetitive, expensive tickets in your customer support team: the ones that you wish your agents didn’t have to deal with – the ones their human brains are too smart for. These can be frequent inbound queries such as Refunds, Subscription/Account Changes, Order Status Checks and many more. We’ll both determine what percentage of your volume they are, then get to work automating these incoming queries from start to finish.

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Define The Back-End Systems You Use To Resolve Queries.
Define The Back-End Systems You Use To Resolve Queries.

Connect DigitalGenius to your external systems through our API-powered platform. Our Solution Engineers will happily assist you in identifying the right APIs, and will guide you through this process. We already have pre-built APIs for a number of popular back-end systems such as Shopify, Magento and more. Leverage our marketplace to immediately put the machine to work.

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Train the AI Model.
Train the AI Model.

Once you’ve identified your repetitive tickets and the systems required to resolve them, it’s time to put our AI model into action. DigitalGenius learns from your historical customer service cases/tickets. How have your human agents solved these queries in the past? We use a framework called deep learning that leverages neural networks to understand customer service conversations, no matter how they’re phrased.

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Switch on AutoPilot.
Switch on AutoPilot.

DigitalGenius uses AI to understand the objective of the customer, then executes a series of back-end processes to fully resolve the case without agent involvement. Watch your CSAT soar as your customers begin seeing near-instant resolution times, and enjoy the massive amounts of time returned to your customer service team’s operations for more meaningful, proactive work. You can easily count your cost savings on a per-ticket basis.

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Benefits of AutoPilot

  • Reduce Customer Service 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.

  • Delight 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 - and customers clearly love fast responses and immediate resolutions. Just sit and watch your CSAT scores soar.

  • Unlock Critical Time in Customer Support

    Repeatable tasks are now automated. AutoPilot allows your agents to focus on solving the complex, non-repeatable cases their human brains were built for. DigitalGenius customers repeatedly say that having happier, more productive, more proactive customer support teams is one of their biggest strengths.

  • AutoPilot Integrates into the Systems You're Already Using

    AutoPilot is powered by an open API framework that connects to the third-party systems you use to make your business run.

AutoPilot Integrates into the Systems You're Already Using

AutoPilot is powered by an open API framework that connects to the third-party systems you use to make your business run.

Customer Service Ticketing Systems
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Back-End Systems
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Our AI-driven conversational process automation shifts the attention of agents away from repetitive, mundane work and unlocks critical time and value in customer service. As customers’ expectations continue to soar, and the number of inbound channels increases (email, chat, social media etc.), it’s no longer feasible to continue operating as customer support teams have in the past.

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."

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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