DigitalGenius

DigitalGenius is an intersection of artificial intelligence and customer service. DigitalGenius combines machine intelligence and human understanding so as to deliver great customer satisfaction.

This is demonstrated by Human + AITM. Through the combination of human and AI, DigitalGenius enables human agents use the minimal time while serving their customers and therefore creating great experience for their customers across any channel. The combination of AI with human will enable DigitalGenius to automatically respond to repetitive questions. DigitalGenius also suggests the right answers to be given to your customers.

This eliminates searching of answers from knowledge articles and also eliminates copy pasting of answers from word documents. DigitalGenius improve the employee level and customer satisfaction by reducing strain on the agents therefore enabling them concentrate on offering great customer experience. DigitalGenius works by first having the AI model training that first learns how your best agents accurately deliver fast replies to your customers.

The predictive case intelligence feature will then predict the relevant meta data about the incoming case which includes tags and case details. The case can also be routed to the most relevant team members. The third step is the question answering. Through combining AI with human understanding, DigitalGenius will suggest the best answer to the agent who later delivers it to the customer. The fourth step is categorization, tagging and routing.

All case meta data recovering will be automatically predicted by DigitalGenius thus saving time on any interaction. The forth step is answer suggestion. DigitalGenius analyzes the message and suggests the best answer. The answer can be approved by the agent. The self service and automation feature will finally send the reply if the suggested response is above the set confidence threshold.