LONDON and NEW YORK, April 14, 2016 /PRNewswire/ -- DigitalGenius today announced the launch of the Human+AI Customer Service Platform, a technology product that enables brands to leverage the best of human intellect and artificial intelligence (AI) to create a resilient customer service operation. The platform integrates with the user's existing customer service software, including Salesforce, Zendesk, and Oracle, to automate routine conversations and deliver intelligent answers in collaboration with human agents.
To bring its Human+AI Platform to new clients across various industries, DigitalGenius has secured $4.1 million in additional funding. The funding round included participation from existing investors, Lerer Hippeau Ventures, Lowercase Capital, Metamorphic Ventures, RRE, and new investors Bloomberg Beta, Novel TmT, Salesforce Ventures, Singularity Investments, and Spider Capital.
Historical transcripts and chat-logs of customer service conversations usually just collect dust. The deep learning algorithm that powers the DigitalGenius Human+AI Platform is trained on conversation data from historical customer service logs. It unlocks new value by teaching the AI how to answer customer service questions across text-based communication channels like email, social media, and mobile messaging. This enables human agents to focus on solving more complex customer problems and increasing the overall quality and efficiency of the company's customer support organization.
"There's a significant shift in how companies respond to and communicate with their customers, thanks to the emergence of mobile messaging and social media," said Mikhail Naumov, Chief Strategy Officer at DigitalGenius. "Normally, this shift would require companies to retrain their customer service agents or hire more people; however, with the Human+AI Platform, companies can now transform their approach to easily meet the drastic increases in customer service volumes."
"Many companies worldwide use Salesforce today to conduct customer service activities," added Naumov. "The investment from Salesforce Ventures will help us deploy the Human+AI platform quickly, expand the reach of our new offering, and help us empower customer service agents with AI technology."
DigitalGenius has previously worked with multinational companies, including BMW, Unilever, and Panasonic to develop specific projects to highlight the power of AI in customer engagement.
The DigitalGenius Human+AI Platform is now publicly available to companies that want to deploy practical applications of AI within their contact center environment. Among the early adopters are several enterprise clients in CPG, airline, banking, insurance, and telecom sectors.
For more information on DigitalGenius, including details on its Human+AI Customer Service Platform, please visit www.digitalgenius.com.
DigitalGenius brings practical applications of artificial intelligence into the customer service operations of global companies. Its Human+AI Customer Service Platform combines the best of human intellect and artificial intelligence enabling companies to live up to and exceed rising consumer expectations. At its core are deep-learning algorithms, which are trained on historical customer service transcripts and integrated directly into the contact center's existing software. Once enabled, the platform automates and increases the quality and efficiency of customer support conversations across text-based communication channels like email, chat, social media and mobile messaging. For more information, please visit www.digitalgenius.com
Salesforce Ventures—Salesforce's corporate investment group—invests in the next generation of enterprise technology to help companies connect with their customers in entirely new ways. Portfolio companies receive funding as well as access to the world's largest cloud ecosystem and the guidance of Salesforce's innovators and executives. With Salesforce Ventures, portfolio companies can also leverage Salesforce's expertise in corporate philanthropy by joining Pledge 1% to make giving back part of their business model. Salesforce has invested in more than 150 enterprise cloud startups since 2009. For more information, please visit www.salesforce.com/ventures