The week is dedicated to bots powered by artificial intelligence. After the launch of Atom Bank — app-only bank powered by bots
, Salesforce acquired AI company MetaMind
; then it was turn of Shopify to acquire Kit CRM
to use its bot technology to plug into FB Messenger. The latter in turn also launched its bot service
at its annual F8 event. Now comes DigitalGenius, which has launched Human+AI Customer Service Platform, which can plug into existing customer service software like Salesforce, Zendesk and Oracle.
DigitalGenius also secured $4.1 million in additional funding, a round led by existing investors, Lerer Hippeau Ventures, Lowercase Capital, Metamorphic Ventures, RRE, and new investors Bloomberg Beta, Novel TmT, Salesforce Ventures, Singularity Investments, and Spider Capital.
Merging human intelligence with artificial
The company claims that its Human+AI Customer Service Platform combines the best of human intellect and artificial intelligence to serve customers. The platform uses “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.
“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.”
Human interaction of course is not ruled out. They come in to solve more complex customer problems, which in turn is learned by the platform for future issues.
The company claims that among its early adopters include enterprise clients in CPG, airline, banking, insurance, and telecom sectors. It claims to have worked with companies like BMW, Unilever, and Panasonic on a project basis to highlight the power of AI in customer engagement.
DigitalGenius has offices in New York and London and has raised a total of $7.35 million in funding till date.