Transformative benefits for Customer Support
DigitalGenius is the Artificial Intelligence platform that puts your contact centre on autopilot by understanding conversations, automating repetitive processes and delighting your customers. The platform is powered by a deep learning AI engine that understands your customers’ objectives, then drives automated resolutions through APIs that connect seamlessly to your own backend systems.
The DigitalGenius mission is simple: they aim to transform the customer service function, and to make the lives of both agents and customers easier, while helping businesses reduce their costs.
On average, 70% of customer service inquiries require an agent to perform various actions in third-party systems. It forces their agents to flip constantly between different screens (Salesforce, Shopify, ERP, etc..) to merely solve a simple case. This requires time and unnecessary effort, which can slow down your team and disappoint your customers. The DigitalGenius platform integrates with your existing CRM, and allows for fast, effective end-to-end resolution of customer inquiries through deep learning and open APIs.
DigitalGenius is for Contact Centres with high volumes of repetitive, complex inquiries that require third-party systems to solve them, such as refunds, subscription changes, cancellations, upgrade requests and more.
Key Features
Reduce Customer Support Costs
Tickets often require information and actions from multiple systems to resolve them. This can be time-consuming for agents and costly for your business. AutoPilot automates full end-to-end resolutions across multiple systems, so you don’t have to continually hire new agents to keep up with surging volumes.
Unlock Critical Time for Customer Support
Repeatable tasks are now automated. Turning on AutoPilot mode allows your agents to focus on solving the complex, non-repeatable cases their human brains were built for.
Reduce Average Handling Time (AHT)
DigitalGenius CoPilot rapidly classifies tickets and customer support requests. By placing messages in the right categories and routing them to the right team, DigitalGenius can increase agent capacity by 30%. In addition, the AI learns from every agent interaction, so it gets smarter over time.
Streamline Your Knowledge
DigitalGenius CoPilot suggests the right answers to your agents, so they no longer have to search through templates or knowledge articles. And of course, no more copy-pasting from word documents.
Improve Employee & Customer Satisfaction
With DigitalGenius CoPilot, agents can delegate routine tasks, reduce strain, and concentrate on offering the best experience to customers.
Connects with Your Systems
We pull data from your existing CRM and customer service console, and allow you to easily train, test and tweak your AI models so they work for your business and your customers.
Digital Genius AutoPilot
DigitalGenius AutoPilot is the first solution to enable end-to-end case resolution of your common repetitive journeys without human intervention. This frees agents to focus on higher-level conversations, while lowering the costs of your customer service operations. Full automation of your customer support’s most repetitive and expensive tickets is finally here.
DigitalGenius CoPilot
When a new message comes in via email, social media, mobile messaging or live chat, DigitalGenius CoPilot suggests the best answer to the agent. If the prediction falls above a certain confidence level, the answer will be automated. It’s where machine learning and human intelligence combine to deliver on increasing customer expectations.
DigitalGenius Control Center
Take AI out of the “black box”. The DigitalGenius Control Center allows any business user to manage their own AI models, while tracking real-time performance of the platform.
The Control Center even lets you build end-to-end automations without agent involvement. This is where you truly connect your incoming customer conversations with processes. View and visualize the customer journeys that you’ve built. Test new actions and see their outcomes.
Get in touch to discuss your project
Why choose iMovo?
- Consultancy: Consult with experts to get more business value out of your implementation
- Training: We offer an extensive programme of training courses aimed at different audiences
- Support: Choose from our Bronze, Silver or Gold packages
- Implementation: We help you implement and integrate DigitalGenius to your customer service platform, ensuring the process is smooth and seamless
Power Salesforce Service Cloud Contact Center with the Leading AI Platform for Customer Service
Integrate directly into your Zendesk environment and start automating your customers’ end-to-end journeys, using AI that easily learns from your agents’ historical interactions.