Resources

Learn more about DigitalGenius and our practical application of AI for customer service. Download Guides, watch videos, read articles and interviews and more.

VIDEOS

DigitalGenius – Put Your Customer Support on Autopilot

DigitalGenius is the AI platform that puts your customer support on autopilot by understanding conversations, automating repetitive processes and delighting your customers.

Customer Stories | DigitalGenius

See how the DigitalGenius AI platform for customer service is automating repetitive processes and delighting Magoosh, TravelBird and AVDC customers in this short video.

TravelBird + DigitalGenius: Innovation in Customer Service

In this video case study, Fiona Vanderbroeck, Chief Traveller Officer at TravelBird, discusses why they chose to integrate DigitalGenius into their contact center and the excellent results they have seen so far.

Magoosh Upgrades Customer Service with DigitalGenius AI

By adding DigitalGenius to their Zendesk agent interface Magoosh was able to augment their customer service experience and increase the efficiency of both their Community Support and distributed Remote Tutors teams.

AI Is My Friend Webinar

Take a walk through the past, present and future of AI in the contact center with DigitalGenius’ Mikhail Naumov, as he describes how machine learning software can enhance your contact center’s performance, while empowering customer service professionals with critical tools to immediately assist customers.

Aylesbury Vale District Council Works With DigitalGenius to Boost Customer Service

Learn how the Aylesbury Vale District Council (AVDC) successfully implemented DigitalGenius in its Salesforce Service Cloud to bring practical AI to its customer service operation.

KLM Royal Dutch Airlines + DigitalGenius: Best People, Supported by the Best AI Technology.

KLM Royal Dutch Airlines experienced a large spike in message volume right after opening up Facebook Messenger as a communication channel for its customers. In order to successfully handle the increased volume, while maintaining its personal customer service approach, KLM chose to deploy the DigitalGenius deep learning product to support their agents.

Mike Yakovlev of Zendesk: DigitalGenius as a Partner

Mike Yakovlev, Manager of Technology Alliances at Zendesk, talks about what it means to have DigitalGenius as part of the Zendesk partner ecosystem.

DigitalGenius – AI Platform for Customer Service on Salesforce Service Cloud

Improve productivity of your customer service agents by letting the machine answer repetitive questions through the use of machine learning and artificial intelligence.

Briana Cahn of Magoosh on Working with DigitalGenius

Briana Cahn, Student Help Manager at Magoosh, discusses what she’s excited about in the near future on her company’s implementation of DigitalGenius as the AI platform for Customer Service.

Fireside Chat: The Future of Customer Service and AI

This webinar features Mikhail Naumov of DigitalGenius in a “fireside chat” with Shep Hyken of Shepard Presentations about the future of customer service and AI.

Global Innovation Symposium Interview

Mikhail Naumov sits down with Lionbridge CMO Clint Poole after presenting on stage at the Global Innovation Symposium in San Jose, CA.

A Conversation with Mikhail Naumov, Co-founder of Digital Genius

Steven Van Belleghem talks with DigitalGenius co-founder and President Mikhail Naumov about practical AI in the contact center, and how it's having an immediate impact on both costs and on customer satisfaction scores.

DigitalGenius – 2017 CB Insights AI 100

CB Insights selected DigitalGenius to the prestigious Artificial Intelligence 100 list (“AI 100”), a select group of emerging private companies working on groundbreaking artificial intelligence technology.

Mikhail Naumov Interview – Zendesk Relate 2017

DigitalGenius’ Mikhail Naumov provides a look into how AI is transforming contact centers worldwide. Recorded at Zendesk’s Relate event 2017.

GUIDES

Put Your Contact Center on AutoPilot

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.

Contact Center Pipeline - Blending AI with Human Support

When considering how AI can be applied in a customer service function, it’s important to separate fantasy from the practical applications, says DigitalGenius' Mikhail Naumov.

Contagious Magazine - Combining Human & Machine Intelligence for Customer Service

Brands often fail to provide the enhanced engagement that consumers look for. Bringing AI and humans together ensures that people get the best experiences possible.

MEDIA

ReadITQuik

What Today’s CTO Needs To Know About Conversational Process Automation

Webinar

Customer Service in the Age of AI: Lessons Learned from Zendesk, Magoosh and Soylent

Smart Customer Service

DigitalGenius Introduces Conversational Process Automation

Press Release

DigitalGenius Introduces AI-Powered Conversational Process Automation, Enabling End-to-End Customer Support Case Resolution

Information Age

What are the 5 Biggest Problems Artificial Intelligence Will Solve in the Public Sector?

The Economist

Customer Service Could Start Living Up To Its Name

The New York Times

Meet the People Who Train the Robots (to Do Their Own Jobs)

TNooz

How AI is Helping Airline Customer Service Reps Get Closer to Customers

VentureBeat

DigitalGenius Raises $14.75 Million to Bring Artificial Intelligence to Customer Service

Contact Center Pipeline

Blending AI with Human Support

Forbes

Will AI Take Over The World?

VentureBeat

How to Successfully Negotiate with the 3 Types of AI Vendors

Callcentre Helper

Chatbots and Artificial Intelligence: What’s the Difference?

Salesforce Ben

Chatbots, AI and serving customers with Salesforce Service Cloud

Diginomica

How the UK Government Can Help Turn Advanced Technology into a Strategic Growth Opportunity

Forbes

How These 9 AI Companies Are Impacting The Way We Work

Government Computing

Aylesbury Vale Goes Down AI Road with DigitalGenius

V3

Aylesbury Vale District Council Uses AI to Lower Response Times and Costs

PR Newswire

DigitalGenius Brings Artificial Intelligence To Organizations Using Zendesk

Windows IT Pro

How AI is Helping TravelBird Remake its Customer Service

TNooz

TravelBird Refines Travel Advisor Interactions Using Artificial Intelligence

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.

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