AI-Powered Process Resolves Customer Support Cases

DigitalGenius introduces what it is calling a breakthrough in functionality called Conversational Process Automation (CPA). It enables complete resolution of customer support cases, from an incoming customer query all the way through its resolution in a company’s back-end systems.

 

The technology supports both the AutoPilot and CoPilot modes of the DigitalGenius AI Platform. With AutoPilot, repetitive customer queries such as refund requests, order status inquiries, and cancellations can now be resolved in full, without agent involvement, even when additional third-party systems such as billing or payment processing are part of the resolution process.

Free Newsletter

Like this article? Subscribe to FierceSensors!

The sensors industry is constantly changing as innovation runs the market’s trends. FierceSensors subscribers rely on our suite of newsletters as their must-read source for the latest news, developments and analysis impacting their world. Register today to get sensors news and updates delivered right to your inbox.

 

CoPilot assists human agents by suggesting answers for approval, if a case has not been resolved automatically using AutoPilot mode. CoPilot uses AI models that are trained on historical customer service data, and it learns continuously from agent behavior to get smarter over time.

 

The company uses proprietary conversational process automation to both understand incoming customer service queries, and then resolve them by automating back-end processes through a set of APIs. This enables end-to-end case resolution of common repetitive journeys without human intervention, freeing agents to focus on higher-level conversations while dramatically lowering the costs of contact center operations by eliminating positions.

 

For more details, visit the DigitalGenius AI Platform, AutoPilot, and CoPilot data pages.

Suggested Articles

Google CEO Sundar Pichai said EU's GDPR could be starting point for AI regulation, but urged countries to cooperate for a standard approach.

Apple's Lighting cable may be phased out, according to an article on the BBC site.

IP theft and technology transfer are key components of eight-part deal