DigitalGenius Blog

With so much noise about AI out there, how can companies ensure that they are choosing the right AI solution to deliver the cohesive, intelligent experience that the next generation of customers expect?

Language. It’s the common parlance among a community through which to communicate meaning. We take it for granted that our family, friends and colleagues will understand us when we communicate. Should we expect the same from machines?

We're aiming to have our product progression documented to help our customers easily see the great things we’ve accomplished, and we also want future customers to know that we’re not merely innovating in AI, we’re also adding disciplined product enhancements every day that deliver the best and most advanced customer experience possible.

Think about this for a second. Your customer is reaching out because they have a problem they want solved, and in reply, are told to shove it, and sort it out for themselves. It made me reconsider the meaning of “deflection”, so I looked it up. Divert, parry, and fend off came up - is this how we want customers to feel after an interaction?

We thought you might want to take a peek at the new video we put together about DigitalGenius and our customer service automation platform. It's short (!) - and helps address the concerns of the modern customer support team: rising ticket volumes, overlapping systems - and those repetitive, expensive tickets.

We've recently conducted a survey with customer service leaders across North America to get a better sense of the their current support channels, how they hire & retain agents, how they use systems to conduct work and much more.

We've just published the results of our exclusive survey of customer service leaders across North America, and have made them available in a downloadable guide.

This new data is not only of use for customer service leaders and their teams, but for anyone looking for deeper insights into the nature of how the support agents we interact with on a daily basis view their own jobs.

Our customers have told us that this one ticket is often their most expensive overall, due to its frequency and the number of back-end systems needed to resolve it. It's often refunds, or upgrades, or cancellations - even account lookups fly into contact centers frequently and repeatedly, and can be among the most annoying and/or mind-numbing tickets for customer support agents to handle.

This is a guest post by Edmund Ovington, VP of Global Alliances at Unbabel.

Businesses often seek to differentiate on the basis of one of several strengths they can call their own. It might be product innovation, price, or some distribution or branding advantage that they have above and beyond their competitors - and yet every company, consumer- or business-facing alike, has a customer support function in some shape or form.