DigitalGenius has launched the Human+AI Customer Service Platform, enabling companies to leverage the best of human intellect and artificial intelligence (AI) for their customer service operations. The platform integrates with existing customer service software, including Salesforce.com, Zendesk, and Oracle, to automate routine conversations and deliver intelligent answers 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.
The deep learning algorithm that powers the DigitalGenius Human+AI Platform is trained on conversation data from historical customer service logs. It teaches the AI how to answer customer service questions across text-based communication channels like email, 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, in a statement. "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."