As rapid advancements in technology continue transforming how businesses are developed in the modern world, entrepreneurs are actively exploring smarter ways to operate more efficiently and eliminate issues that have traditionally plagued progress and performance.
From enterprise apps that make it easier to track real-time insights and manage customer relationships, to emerging tools that allow clearer communication between teams and a streamlined exchange of data — one of the most important decisions startup founders face today is selecting the right software. As a result, the average small business is accustomed to integrating a wide range of cloud-based apps to address a complex array of business needs.
In 2016, small businesses spent over $55 billion on these cloud-based services, with the average professional using between 10-16 apps daily. By 2020, nearly 80% of small businesses are projected to use cloud-based services, increasing the current total by 37%.
With spending and adoption of SaaS apps swelling exponentially, there’s also a greater demand for automated customer support systems. By 2020, an estimated 85% of all customer service interactions will be handled without a human agent.
Founded in 2013, DigitalGenius is an AI-powered customer service tool that uses machine learning and natural language processing to completely automate the consumer support process. Using a proprietary technology referred to as Conversational Process Automation, the AI platform is capable of understanding conversations, automating repetitive tasks and personalizing user interactions for the purpose of assuring quality service.
This technology uses deep learning to identify customer needs, resolving inquiries through APIs that connect directly with third-party backend systems. This approach eliminates the need for human customer service reps to deal with common customer service issues such as refunds, finding lost items and changing passwords. Once these tasks are handled through artificial intelligence, customer service agents can focus their time to more specialized and challenging tasks.
Co-Founder and President Mikhail Naumov explains the vision behind his company and how both artificial intelligence and machine learning are defining the future of customer service in a digital world.
What was the void or opportunity you discovered that inspired the idea behind DigitalGenius?
Mikhail Naumov: Customers have very high expectations when interacting with a brand, and this is especially true for customer service.Customers will not wait for a company’s contact center to catch up with their expectations. At this point, it might be easier for a customer to switch providers after one poor customer service experience. In a world where customers expect immediate attention and quick resolutions to their support issues, how can brands compete? They can try to double the number of people they employ in their contact center to cope with the increase in message volume. But, what good is hiring more people when you’re not equipping them with the right technology to make them successful at their job? That’s why DigitalGenius was born — to help companies rapidly scale their customer support operation and keep up with the increasing customer expectations. It turns out that a lot of inefficiencies in contact centers can be automated through the use of machine learning and AI. DigitalGenius leverages the latest advancements in AI to help companies remove unnecessary costs from their contact centers, while improving customer satisfaction.