Digitalgenius

Human+AI Customer Service. Add a layer of Artificial Intelligence to your Contact Center to Empower Customer Service excellence.

DigitalGenius brings practical applications of artificial intelligence into the customer service operations of large and growing companies. Its Human+AI Customer Service Platform combines the best of human and machine intelligence enabling companies to live up to and exceed rising customer expectations. Deep Learning We train a deep neural network model by converting historical customer service transcripts into numerical representations called word vectors. We use statistical operations to extract meaning, context, and predict answers in any language. Automatically fill Case Data & Suggest Answers We believe agents should spend time offering a personalized customer experience instead of doing menial, repetitive tasks. That's why we train our AI to predict case meta-data & suggest or automate answers. This saves valuable time and improves accuracy every time you receive a new message. The Power of Human+AI Our approach allows the machine to do what it does best, unlocking valuable time for human agents to create genuine experiences for customers, across multiple channels. How It Works AI Model Training We connect with your Customer Service Console & CRM to extract data and train a neural network on your own historical customer service transcripts. The AI model learns how your best agents deliver fast, accurate customer replies and correctly tag or route incoming cases. Predictive Case Intelligence When a message comes in, our model will predict the relevant meta-data about the case, such as tags and other case details. This function can also route cases to the most appropriate team members. Human+AI Question Answering When a new message comes in via Email, Social Media, Mobile Messaging or Live Chat, DigitalGenius suggests the best answer to the agent. If the prediction falls above a certain confidence level, the answer will be automated.

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