DigitalGenius CoPilot

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

DigitalGenius CoPilot increases agent capacity by up to 30%. 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.

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."

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."

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."

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 a layer into your existing customer service software (Salesforce, Zendesk and many others). We will take you through a thorough onboarding experience from identifying your most expensive & repetitive tickets; installing the app; and then training and deploying your first AI Model.

Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin using the tool to automate inbound queries end-to-end, reduce 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 itself all the way through your backend systems via our open API framework.

2. DigitalGenius predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

3. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

4. If the predicted answers fall above a certain confidence level, those responses can be automated.

What is conversational process automation, and how does it help my customer support team?

Conversational Process Automation (CPA) uses AI to connect conversations with processes.

CPA allows repetitive customer queries such as refund requests, order status inquiries, cancellations and more to be resolved in FULL, without agent involvement – even when additional third-party systems such as billing or payment processing are part of the resolution process.

This AI-driven process automation shifts the attention of agents away from repetitive, mundane work and unlocks critical time and value in your customer support function. DigitalGenius customers are seeing higher CSAT scores, better employee retention, reduced AHT and reduced costs in the contact center.

We'd love to talk with you more about it!

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