DigitalGenius CoPilot

Combine machine learning and human intelligence to deliver on increasing customer expectations.

DigitalGenius CoPilot increases agent capacity by up to 70%. The AI learns from every agent interaction, so it gets smarter over time, allowing for faster, more responsive customer service that combines the best of human intelligence and machine learning.

Here’s How It Works

AI Model Training
AI Model Training

CoPilot 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.

Predictive Case Intelligence
Predictive Case Intelligence

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

Human+AI Question Answering
Human+AI Question Answering

AI-powered decisions are made as a new message arrives via Email, Social Media, Mobile Messaging or Live Chat. CoPilot will suggest the best answer to the agent. If the prediction falls above a certain confidence level, the answer will even be automated. It's Human+AI resolution at its very best.


Benefits of CoPilot

  • 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, CoPilot can increase agent capacity by up to 30%. In addition, the AI learns from every agent interaction, so it gets smarter over time.

  • Automate Repetitive Questions

    CoPilot will automatically respond to repetitive questions, which allows you to support service disruptions and unexpected volume spikes. It also makes customer interactions faster and more effective - and when it's time for a human agent to take over, much of the heavy lifting is already completed.

  • Streamline Agent Knowledge

    CoPilot suggests the right answers to your agents, so they no longer have to search through templates or knowledge articles. No more copy-pasting from word documents! Our AI trains off of your agents' historical records, and once you're confident that answers are near-perfect, you just switch CoPilot on.

  • Improve Employee & Customer Satisfaction

    With DigitalGenius CoPilot, human agents can now delegate routine tasks, reduce strain, and concentrate on offering the best experience to customers. Our customers say this is one of the top benefits of the DigitalGenius platform - read what they have to say about it here.

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."

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."

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."

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. 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.

Your personal information will remain private.