DigitalGenius was founded in London in 2013. It’s working to bring automation and machine learning to the customer service industry, pitching its products to companies struggling to respond promptly to support requests. The company’s AI interfaces with existing customer service platforms to help frontline staff fulfil customer queries.
DigitalGenius analyses transcripts from previous customer service conversations to train its AI assistance tech for each new role. After it’s been trained, the AI can start to make real-time predictions about support cases as they unfold. Customer service staff are shown data that may be relevant to the case earlier in the conversation, allowing them to provide more efficient help.
The technology can also intelligently route customer service queries to the staff members best suited to handling them. A support worker specialised in one area of a company’s products could automatically receive calls about their area of expertise. This further cuts down the time between a customer making a support request and receiving effective assistance to help them solve the problem.
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VentureBeat reports DigitalGenius’ new $14.75m funding round was led by Global Founders Capital. Additional contributors included previous investors Salesforce Ventures, Runa Capital, RRE Ventures, Lumia Capital, Compound and Lerer Hippeau Ventures. The company’s now raised a total of $26 million, allowing it to continue developing its technology as the AI market becomes more competitive.
Efforts to infuse customer service with AI-based predictive tech are starting to become more common. Companies are beginning to appreciate how AI-powered bots can benefit their business and their customers, increasing demand for services like DigitalGenius. The company was one of the first on the scene but is now facing competition from chatbot providers such as LivePerson and Mattersight.
Some of DigitalGenius‘ existing clients include Eurostar, KLM Royal Dutch Airlines and Unilever. The company has around 60 employees and 30 customers, reportedly up from just two a year ago. The new investment will allow DigitalGenius to continue scaling its technology, giving the company an opportunity to consolidate its market position as AI-augmented support becomes more common.
