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DigitalGenius Human+AI Platform to Improve Customer Experiences

By Alicia Young May 04, 2017

No matter what industry a company is a part of, the key to creating happy customers is efficient communication. Even the most patient person doesn’t want to spend hours on the phone or days waiting for an email reply. However, it can be difficult for customer support agents to respond to customers in a timely manner if there is a large volume of inquiries. That’s why companies like Zendesk exist—to help companies improve customer relationships through software that enables better customer insights and engagement.


Efforts to improve customer support got a shot in the arm recently, as DigitalGenius and Zendesk announced today that they have teamed up. DigitalGenius will be bringing its DigitalGenius Human+AI Platform to organizations using Zendesk in their customer service operations. The hope is that the combination of human and artificial intelligence will improve customer service experiences.

According to DigitalGenius, organizations using Zendesk will now be able to reduce time to solve tickets with automated tagging and auto-triaging capability; increase accuracy and response efficiency for text-based service tickets with AI-powered answer suggestions and macro-automation; and support increasing ticket volume across new communication channels, as well as traditional channels like email and live chat in a cost-effective way.

Image via DigitalGenius

As you can see in the above photo, the DigitalGenius Human+AI Platform provides AI-powered macro suggestions, automation of ticket tagging, auto-triaging, as well as automation of responses. The AI uses past customer service logs for reference when determining how to reply to different questions. By providing these responses, AI will hopefully be able to help customer service teams on Zendesk support increasing volumes faster, while also unlocking more time for complex cases and meaningful conversations with customers.

Mikhail Naumov, Chief Strategy Officer at DigitalGenius, is excited about the changes the DigitalGenius Human+AI Platform could bring to customer service, saying, “We are excited to enable organizations using Zendesk with practical applications of deep learning and AI, to help improve their customer service operation…This application will allow organizations to communicate with their customers with increased efficiency, ultimately resulting in a more positive customer experience.” And, at the end of the day, creating positive customer experiences is what it’s all about.

If you’d like to learn more about AI, be sure to check out TMC and Crossfire Media’s newest conference and expo, Communications 20/20, happening July 18-20 at Caesars Palace in Las Vegas. The event will focus on the next wave of technology and innovations that will transcend the importance of person to person contact, disrupting the future of the entire communications industry. Find out more HERE.



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