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DigitalGenius has become an essential tool for companies looking to streamline their customer service operations and improve the overall …
Overview
What is DigitalGenius?
According to the vendor, DigitalGenius is the AI platform that puts contact centers on autopilot by understanding conversations, automating repetitive processes and delighting customers. The platform is powered by deep learning that understands customers’ objectives, then drives automated resolutions through…
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What is DigitalGenius?
According to the vendor, DigitalGenius is the AI platform that puts contact centers on autopilot by understanding conversations, automating repetitive processes and delighting customers. The platform is powered by deep learning that understands customers’ objectives, then drives automated…
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Product Demos
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Product Details
- About
- Integrations
- Tech Details
What is DigitalGenius?
According to the vendor, DigitalGenius is the AI platform that puts contact centers on autopilot by understanding conversations, automating repetitive processes and delighting customers. The platform is powered by deep learning that understands customers’ objectives, then drives automated resolutions through APIs that connect seamlessly to companies’ own backend systems.
The company was founded in 2013 and has raised over $26 million since its inception. It has offices in both London and San Francisco and over 70 employees worldwide. 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 Features
- Supported: Automation
- Supported: Predictive Case Intelligence
- Supported: Continuous Learning
- Supported: Multi Lingual
- Supported: Multi Channel
DigitalGenius Screenshots
DigitalGenius Integrations
DigitalGenius Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | English, French, Portuguese, Arabic, Italian, Dutch, Korean, German, Indonesian, Spanish, Japanese, Finnish, Chinese |
DigitalGenius Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 40% |
| Enterprises (more than 500 employees) | 60% |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
DigitalGenius has become an essential tool for companies looking to streamline their customer service operations and improve the overall customer experience. Users have reported that the automation of repetitive tasks such as updating fields and ticket responses has significantly increased their productivity while reducing response times. This means that agents can focus on more complex inquiries, resulting in higher quality care for customers.
The ability to add notes for agents and use bots has helped decrease response time and increase ticket deflection, freeing up employees to concentrate on more difficult cases. Additionally, DigitalGenius has enabled companies to offer 24/7 customer care, allowing for quicker response times and easier query management. The tool has been instrumental in automating basic inquiries via email and chat format, routing communication with higher priority when necessary.
Moreover, the tool helps reduce the volume of calls customer service teams have to manage by streamlining calls that reps actually need to take. Companies can also solve cancellations and refunds automatically via DigitalGenius, reducing average handling times. During the pandemic, it allowed companies to automate easy inquiries, increasing efficiencies and improving customers' experience while saving costs and freeing up human agents for more challenging cases. Overall, DigitalGenius has helped companies improve the customer experience, increase productivity, and provide a strong foundation for future scalability without overburdening their teams with increased inbound volumes.
Powerful AI: Customers have praised Digital Genius for its powerful and accurate AI that automates a large number of queries with ease. Many reviewers have noted the usefulness of the AI-based ticket automation, which can be employed with general or custom intents to save time. The AI provided by Digital Genius is able to clearly understand what customers are looking for while also knowing when it cannot provide a suitable response.
Excellent customer support: Reviewers have described the team behind Digital Genius as very competent and understanding their product well, always willing to listen and find solutions. Some users have stated that the support from the Digital Genius team is unmatched by any other service provider they've used, with the team being extremely organized and a true partner in the relationship. The communication of the team has been excellent, with fast responses that allow users to progress quickly with the product.
Fast implementation process: Several reviewers have appreciated how easy it was to implement Digital Genius into their workflow. The implementation process was described as easy, with care taken by the Digital Genius team to ensure that users had everything they needed. Many users found setting up the AI interface simple and appreciated its ability to ensure perfect responses every time, giving agents confidence in sharing them with customers.
Communication Issues: Some users have reported issues with communication and miscommunication within the team, which has caused delays in solutions. It was suggested by one user that not all team members are updated on the latest news for specific implementations.
Payment Plans: Some users have mentioned that the payment plans could be improved, suggesting that monthly payments even for yearly contracts should be an option.
Difficulty with Macros: Some users experienced difficulty in sifting through appropriate responses for a certain question due to the lack of visibility into the suite of macros available. There have also been reports of some agents struggling with understanding macros, which can cause delays in response times.