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.

Webinar: Say Goodbye to Repetitive, Expensive Tickets

Get an overview of Conversational Process Automation from DigitalGenius' Mikhail Naumov and Jay Parisi, as they walk you through the steps needed to put your most repetitive, expensive tickets on autopilot.

Mikhail Naumov of DigitalGenius – VentureBeat Transform 2018

Mikhail Naumov of DigitalGenius provides the Transform 2018 audience with an introduction to conversational process automation and in putting customer support on autopilot.

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

Survey Says: What Customer Service Leaders Say About Their Jobs in 2018

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.

Survey Says: What Customer Service Leaders Say About Their Jobs in 2018
A Complete Introduction to Conversational Process Automation

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.

A Complete Introduction to Conversational Process Automation
Customer Service & Artificial Intelligence: A Roadmap of Value

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.

Customer Service & Artificial Intelligence: A Roadmap of Value
Put Your Customer Support 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. 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.

Put Your Customer Support on AutoPilot
Digital Genius - Our Security Posture

DigitalGenius cares about the security of its platform and your data. Sure - everybody says that, don’t they? Our security program sets us apart.

Digital Genius - Our Security Posture

MEDIA

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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