DigitalGenius is an AI-powered eCommerce platform that uses Conversational and Generative AI to automatically resolve customer service queries, and answer pre-purchase questions. It is built specifically for eCommerce and retail businesses and deflects repetitive queries away from customer service agents, allowing them to focus on more complex issues and ensuring customers get an answer faster.
DigitalGenius can answer questions across any text-based channel including email, chat, social media and SMS, and is used by companies such as On Running, Brooks Brothers, Emma Sleep, G-Star Raw, Skullcandy, and Quiksilver.
The platform integrates with eCommerce, helpdesk and carrier systems such as Zendesk, Freshdesk, Salesforce Commerce Cloud, Shopify and others. It comes with a built-in dashboard for analytics and reporting. It is customizable to match the brand of the business and is multi-lingual and cross-channel.
Retailers who use DigitalGenius can automatically resolve “Where Is My Order”, returns, refunds, product advice, product recommendations, FAQ, damaged or missing items and many other tickets without any human involvement. This allows customers to get answers 24 hours a day, and helps customer service agents to focus on more complex issues.
Benefits of using DigitalGenius include: improved Customer Satisfaction, reduced ticket resolution time, customer wait time, and fully automated ticket resolutions. They can also see the pre-purchase journey improved with product advice (e.g. sizing and fit), product recommendations (e.g. the right product for a particular use), and FAQ answering (e.g. do you ship to my location).
The platform offers a fully managed implementation with support from product experts. DigitalGenius is an AI solution that learns and evolves from every interaction within the customer network to provide seamless customer experience.