DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies.
Its Human+AI Customer Service Platform combines the best of human and machine intelligence enabling companies like KLM Royal Dutch Airlines, Unilever, Magoosh, Joybird, Coinmama and TravelBird, to deliver on increasing customer expectations.
At its core are deep-learning algorithms, which are trained on historical customer service transcripts and integrated directly into the contact center’s existing software (like Salesforce Service Cloud, Zendesk, and others). When new messages come in via channels like email, live chat, social media, and mobile messaging, the DigitalGenius neural network takes the following 3 actions:
– Predicts and auto-fills all case meta-data related to the incoming message (tags, routing, etc)
– Predicts the best response to the incoming message and shows it to the contact centre agent for approval or personalisation. Upon the agent’s action, the approved message is sent to the customer, and the algorithm goes through continuous learning.
– Finally, any suggested answers above a certain confidence threshold can be automated altogether.
- Our partner @Zendesk is hosting an #AI thought-leadership webinar where we'll be joining their expert roundtable. Register now to join us on August 29th at 10am PT! https://t.co/MScBh0tZb5 https://t.co/6bokeJMQd3,
- Terrific piece by @SteveLohr on the impact of "practical" AI in the workplace, connecting back-office processes together. We wholeheartedly support this movement. https://t.co/ynQpN3FD9P,
- Last call! Tomorrow, Tuesday August 7th, join our Conversational Process Automation webinar and get the full story on supercharging your customer support team with end-to-end automation. #AI #CustomerService https://t.co/DgBkXNcjNo https://t.co/WvzMOqfKxW,
- CPA solutions allow a business (and its contact center) to be more agile, more adaptive to business-specific demands, and able to increase both customer and employee satisfaction rapidly. https://t.co/POo0pstzOm via @DmitryAksenov,
- New piece by DigitalGenius CEO @DmitryAksenov this morning on @ReadITQuik, unpacking Conversational Process Automation & what it means for CTOs and customer support teams: https://t.co/q0wbQWQUb5 https://t.co/13dZcko1M3,