DigitalGenius Control CenterLet’s 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.
Here’s How It Works
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. For CoPilot, 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 AutoPilot 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.
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? The Control Center provides a real-time “health check” of your DigitalGenius implementation.
You can upload macros and templates, manage intent training, and accelerate learning to rapidly increase prediction accuracy and resolution rates.
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.
Benefits of Control Center
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.
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, you have full ability to visualize and test how they’ll work in real life before pushing them live.
Get the results that drive your business forward here, whether it’s improved CSAT, reduced AHT, a boost in FCR or other customer-centered metrics that power their interactions with your agents.