Resources

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

Guides

Every interaction with a customer is an opportunity for either chaos or connection. When the customer service department is well prepared, they can deliver a smooth customer experience that makes customers think “oh, that was easy!”

Blog

If you’re a company with under 500 employees, it will cost, on average, $7,645 to hire a new employee, and about 52 days to find them. That’s not scalable for anyone, but it’s especially difficult in an industry that’s at the beck and call of seasonal hiring, spikes and product-related flex.As the number of customers […]

Blog

Compared to other technology used in customer service, AI is still in the early stages. It’s developing at a fast pace though. In 2020 we’ll see important advances, as thousands of researchers work to push it forward into the mainstream.  As AI becomes more ubiquitous, we’ll see more practical uses of this technology across industries, […]

Blog

If you have seasonal volume (e-commerce customer service teams: we’re talking to you), it can be difficult to offer a consistent level of service at peak times. It’s not possible to snap your fingers to grow and shrink your team at will. Hiring and training new customer service agents take time, and even if you […]

Guides

Every interaction with a customer is an opportunity for either chaos or connection. When the customer service department is well prepared, they can deliver a smooth customer experience that makes customers think “oh, that was easy!”

Guides

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.

Guides

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.

Guides

This brand-new Guide looks at how to best train and support a customer service team to incorporate AI-powered tools that enhance both the customer AND the agent experience. It includes real case studies from experts, who explore best practices in training agents for the new world of customer support automation.

Guides

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.

Guides

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.

Video Category

Ever wondered how the DigitalGenius customer service automation platform actually works? This video explains how we train AI models, how we support multiple languages, how our APIs connect to third-party systems and the key forces that make conversational process automation the key ingredient for AI-powered customer service.

Here's how we at DigitalGenius get our OWN customers up and running, and ensure that they're using the most secure and scalable customer service automation platform in the industry.

The DigitalGenius mission is simple: we aim to transform the customer service function, and to make the lives of both agents and customers easier, while helping businesses reduce their costs.

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

With DigitalGenius, customer service automation is at your fingertips. You choose when to turn it on, the specific template and preferred messaging, and the language and channel. Learn how it works in this short video.

Unbabel and DigitalGenius look at next-generation automation in customer support, and discuss how it's transforming the customer experience, helping human agents focus on complex thinking.

General Questions

What does DigitalGenius do?

DigitalGenius is an AI-powered automation platform that puts your customer support on autopilot by understanding conversations, automating repetitive processes and delighting your customers. The platform is powered by deep learning that understands your customers’ objectives, then drives automated resolutions through APIs that connect seamlessly to your own backend systems. This is the practical application of AI that delivers the concrete ROI you’ve been waiting for.

The DigitalGenius AI platform is used by KLM Royal Dutch Airlines, The Perfume Shop, Air France and other forward-looking businesses to improve their operations through the use of practical, AI-powered customer service automation.

How does DigitalGenius work?

The DigitalGenius customer service automation platform works to make the lives of both agents and customers easier, while helping businesses reduce their costs.

The platform integrates with your existing CRM, and allows for fast, effective end-to-end resolution of customer inquiries through deep learning and open APIs.

The two main modes of the platform are CoPilot and AutoPilot. CoPilot uses AI to assist agents, and AutoPilot fully resolves customer support cases, even when they involve multiple backend systems. all of this is managed through the DigitalGenius Control Center, which provides an analytics dashboard and the ability to fully control your automations.

Are you a chatbot? How are you different from a chatbot?

DigitalGenius is not a chatbot. We actually did build some of the first chatbots over four years ago, and we’ve learned a lot since then about applying machine learning and process automation toward solving the most painful customer service problems.

We believe that chatbots can be useful in some very limited scenarios, but if you’re looking to them as anything more than just another channel for extremely simple, guided queries or appointment setting, you’re looking in the wrong place.

Our platform instead is purpose-built to understand your customers, in any language, across text-based channels, and to fully resolve the most repetitive and process-driven queries in your contact center. Once queries become complex, our platform easily hands them off straight to an agent, without delay or unnecessary repetition.

How do I use DigitalGenius in my customer support organization?

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 is conversational process automation?

Conversational process automation, or CPA, uses AI to connect the conversations you’re having with your customers with the back-end processes used to resolve them. It 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.

A problem that adds costs to the contact center is that tickets often require information and actions from multiple systems to resolve them. This usually includes a minimum of their CRM and at least one back-end system to do things such as process refunds, enable cancellations or validate accounts. Agents therefore are forced to “swivel chair” from their ticket management system to another back-end system to resolve the case. This adds time and cost to resolving each ticket.

Because the DigitalGenius AI engine is powered by APIs, it can seamlessly connect the intent of the customer to the back-end systems required for case resolution, without agent involvement.

What the contact center manager sees in their CRM and in the DigitalGenius dashboard are automatically resolved tickets with corresponding CSAT scores, which are typically much higher than they were before. A typical comment our customers see today is “Wow, that was really fast!”.

How much does DigitalGenius cost?

We provide a proven, scalable customer service automation platform for businesses, with the ability to add value-based, end-to-end automations of repetitive and expensive tickets on top of the base platform.

Our Professional version starts at $5,000 per month. We have an Enterprise version as well, for larger customer support organizations. Both allow for the ability to add unlimited AutoPilot end-to-end automated resolutions, on top of the platform base fee, with AutoPilot priced on per-resolution basis.

Check out our Pricing page for more information.

What languages do you support?

DigitalGenius can support any languages that your customers speak! We currently are supporting over 20 languages for our customers, and are adding more all the time.

Getting Started with DigitalGenius

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.

How does a company measure the value of DigitalGenius?

Companies tend to use different measures of success, but our customers generally measure the success of DigitalGenius by these metrics:

Cost savings in the contact center
Reductions in AHT, FCR, FRT – as well as reduction in ticket backlog
Increases in CSAT and NPS
Decreased personnel/hiring costs
Increase in first-touch resolution
Our Customer Stories give some excellent examples of how we’ve helped our customers in these areas.

Which CRMs and third-party systems do you work with?

DigitalGenius has grown from supporting Salesforce and Zendesk to being completely open and able to integrate to any Agent Console or CRM, (including ServiceNow, Oracle, SAP, Genesys and others), as well as industry-specific systems such as Sabre & Amadeus (airline/travel); Shopify & Magento (eCommerce), and many more.

How long does it take to turn DigitalGenius on?

Our delivery team will roll out a well-calibrated project approach from kick-off to deployment. An implementation can last from 1 month for CoPilot for Zendesk, to 5 months for more complex Enterprise-level CoPilot or AutoPilot integrations. As a result, our experienced professional services team is highly adaptable depending upon the type of project and governance required.

How do I 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.

Secruity

Is DigitalGenius GDPR compliant?

Yes, we are. We have a DPA available on demand, and our privacy statement is here.

Where is the DigitalGenius service hosted?

Our AI platform is hosted in Frankfurt, Germany and in Oregon, with integration apps/plugins for Salesforce and Zendesk.

What security certification does DigitalGenius have?

SOC 2 Type 1, with ISO 27001 by the end of Q1 2019. You can read more about how important data security is to us here.

Partnering

I’m a consultant or systems integrator — how can I resell your product?

We work with a variety of systems integrators and consultants, and we’d love to talk with you. Please get in touch here, and we’ll get back to you right away.

Request a Demo

Learn how DigitalGenius can deliver automated resolutions for your support tickets in just a few minutes. Book a demo now and we will contact you shortly.