DigitalGenius CoPilotCombine 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
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
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
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.