The most important, and often complex and bewildering part of running a business is figuring out exactly what the customer wants.
Technology has made this task easier, but hasn’t solved all the problems involving communications between the company’s customer service department and the customer.
But one startup, DigitalGenius, is using artificial intelligence to make it easier to communicate better with customers.
“DigitalGenius uses deep learning algorithms to train on historical customer service logs; things like chat logs and email transcripts” said DigitalGenius co-founder Mikhail Naumov in an interview with Forbes. “As a result, the machine learning model is able to predict answers to new incoming questions, even if they are phrased in new and unexpected ways.”
The company automates customer service operations, including repetitive processes and other opportunities for missed communications, making it easier for companies to get the right communications the first time.
DigitalGenius has already attracted several big companies to assist with its customer service operations, including KLM, Soylent, Coinmama, ClearScore and Zopa.
It’s most recent funding venture was $14.75 million from leader Global Founders Capital in December 2017. Other participants in the Series A round include Salesforce Ventures, RRE Ventures, MMC Ventures, Lerer Hippeau Ventures, Runa Capital, and Kairos.
The company is based in San Fransciso, Callifornia and is led by it’s founder, Dimitri Aksenov. It was launched in 2013.