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.
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.