DigitalGenius is the AI platform that puts your customer support on autopilot by understanding conversations, automating repetitive processes and delighting your customers. 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.
DigitalGenius for Support
- Helps the Customer Service team use their time more effectively.
When a ticket is created, DigitalGenius:
- Predicts the best Macro to be added to the incoming message and shows it to the contact center agent for approval or personalization. The approved message is sent to the customer, and the algorithm goes through continuous learning, making it stronger over time
- Predicts and auto-fills Tags, Custom Fields related to the incoming message, including fields used to Route or Triage tickets to the right Agents or Views
- Finally, any suggested Macro above a certain confidence threshold can be automated
Teams using DigitalGenius see more consistent tagging, faster and more accurate routing, a reduction of first response time, faster and more consistent responses with the improvement of macro adoption.
To install DigitalGenius inside Zendesk Support, please reach out and schedule a demo with our sales team.
- With Off-The-Shelf Setup, Admins can install & setup the DigitalGenius AI within the Zendesk interface without any coding required
- By leveraging Historical Responses, when a message comes in and the agent opens the ticket, the AI automatically suggests a list of responses used by agents in the past for similar tickets, ordered by relevance
- Admins can track the AI performance in real time using our Dashboard