FAQ

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.

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.

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.

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.

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!”

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.

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.

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.

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.

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.

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.

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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.