It’s no secret that many firms are beginning to integrate artificial intelligence (AI) into their business models, especially when it comes to customer service.
DigitalGenius is an AI startup that focuses on just that.
An announcement made by the company earlier this week confirmed that more than $14 million has been secured in series A funding round.
The lead investors of the funding round were Global Founders Capital.
Others that also contributed include Lumia Capital, Paua Ventures, MMC Ventures, Lerer Hippeau Ventures, Salesforce Ventures, Kairos, Spider Capital, RRE Ventures, Compound, and Runa Capital.
DigitalGenius has been in operation since 2013 when it was founded in London by Bogdan Maksak, Dmitry Aksenov, and Mikhail Naumov.
The company’s main aim is to train AI assistants to connect with businesses’ CRM systems. This will enable the AI to learn through previous interactions with customers.
Since it began, DigitalGenius has raised $26 million in funding and is hopeful that this last cash injection will secure it the position of being the leader in practical AI solutions in customer service.
It basically intends to expand its operations and push ahead with integrating more AI into various contact centers.
Other companies that are also working towards an AI-focused customer service department include San-Francisco-based Augment, LivePerson, and Mattersight.
At the moment the company is mainly about helping human staff out in contact centers, but it’s also aiming to develop full automation customer service solutions too.
For over a year now DigitalGenius has been working alongside KLM to implement this kind of system into its business model.
The airline advised that most of its 30,000 online customer discussions can be dealt with through AI without the need to involve a human.
At the moment, if you do contact KLM via WhatsApp, Twitter or some other form of online media, there’s a good chance you’ll be talking to a chatbot.
“By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal,” said Pieter Groeneveld, senior vice president for digital at Air France-KLM.
“This is what characterizes KLM. Heavy snowfall in the Netherlands last week caused a significant increase in the number of questions on social media.
Passengers obviously expect a timely answer.
With the use of AI, we support our service agents with technology and should be able to answer many more questions in a shorter period of time.”