DigitalGenius Introduces AI-Powered Conversational Process Automation, Enabling End-to-End Customer Support Case Resolution
DigitalGenius Now Connects Conversations with Back-end Processes to Automatically Resolve Cases
San Francisco, CA, USA – WEBWIRE – Thursday, July 19, 2018
DigitalGenius, the AI Platform for Customer Service, today announced the introduction of breakthrough functionality called Conversational Process Automation (CPA). It enables complete resolution of customer support cases, from an incoming customer query all the way through its resolution in a company’s back-end systems.
This powerful technology supports both the AutoPilot and CoPilot modes of the DigitalGenius AI Platform. With AutoPilot, repetitive customer queries such as refund requests, order status inquiries, and cancellations can now 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.
CoPilot assists human agents by suggesting answers for approval, if a case has not been resolved automatically using AutoPilot mode. CoPilot uses AI models that are trained on historical customer service data, and it learns continuously from agent behavior to get smarter over time.
DigitalGenius uses proprietary conversational process automation to both understand incoming customer service queries, and then resolve them by automating back-end processes through a robust set of APIs. This enables end-to-end case resolution of common repetitive journeys without human intervention, freeing agents to focus on higher-level conversations while dramatically lowering the costs of contact center operations.
“We chose DigitalGenius because we were excited about their ability to fully automate our most repetitive customer inquiry.”, said Maria Muniz, Head of Customer Support at Course Hero. “Today DigitalGenius’ AI platform is already handling 33% of all inbound customer service tickets, and over half of those are now fully resolved with zero agent involvement. It’s allowing our agents to shift to a more proactive orientation. We love these results.”
”Some of the most expensive and time-consuming support tickets require agents to manually access back-office systems to retrieve data and perform various actions. With conversational process automation, DigitalGenius is automating full case resolution,” said DigitalGenius Co-founder and President, Mikhail Naumov. “With this functionality we connect conversational AI with robotic process automation, creating a seamless experience between conversations and the case resolution process.”
Both AutoPilot and CoPilot modes are available in the DigitalGenius AI Platform, and are widely deployed in customer-facing enterprises all over the world. To date, the AutoPilot functionality, powered by conversational process automation, has helped contact centers auto-resolve up to 40% of their overall case volume. Meanwhile, CoPilot has driven up to 50% reduction in Average Handling Time (AHT) for customer service inquiries.
DigitalGenius is the AI platform that puts your contact center 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, Uber, Air France and other forward-looking businesses to drive conversational process automation through the use of deep learning. Learn more about how it works at digitalgenius.com.
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