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.
Lack of understanding about AI-powered automation often freezes customer service leaders in their tracks, leading to inaction. Here are some of the questions we’ve worked with our 50+ customers on addressing over the past several years, and some of the key things we’ve learned along the way.
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.
“AI is My Friend”, written by DigitalGenius President and Co-Founder Mikhail Naumov, is a guide “from the trenches” that reveals what you need to know about incorporating practical AI into your customer support. It's the indispensable customer service handbook for the twenty-first century.
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 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.
So.....how 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.
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