This brand-new 2018 Guide from Canam Research and DigitalGenius provides answers from real customer support leaders about how easy or difficult it is to hire and retain agents; how many communications channels they're using to support customers; and even how many of their team's tickets are mind-numbingly repetitive.
Conversational Process Automation now allows repetitive and expensive tickets to be automated, end-to-end, without human involvement - even when other systems are used to resolve them. This is your complete guide to CPA - what it is, how it works, and how it's currently being used by customer support teams.
This new Guide is an overview of the evolution of AI in customer service, as well as a glimpse into DigitalGenius' AI philosophy and our machine learning-powered platform. Download it for free here for a deeper look into the convergence of artificial intelligence and customer support.
70% of customer service inquiries require an agent to perform various actions in third-party systems. With DigitalGenius, this process can now be automated end-to-end. We're here for customer support teams with high volumes of repetitive, complex inquiries that require external systems to solve them: refunds, cancellations, account lookups & more.
DigitalGenius cares about the security of its platform and your data. Sure - everybody says that, don’t they? Our security program sets us apart.
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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