DigitalCX
“DigitalCX augments your customer service teams with real-time intelligence, predictive guidance, and autonomous resolution”
DigitalCX deploys AI agents that serve customers directly and support human agents simultaneously. It works across voice, chat, and email, understanding intent, accessing real-time data, and resolving queries without scripted flows. When escalation is needed, context is passed seamlessly to human agents with a complete interaction summary.
Core Capabilities
- Omnichannel AI agents, voice, live chat, email, WhatsApp, and social messaging
- Intent recognition with real time access to CRM, billing, and order management systems
- Autonomous resolution for top 20 query types without human intervention
- Agent Assist mode, provides real time suggestions, scripts, and knowledge articles to live agents
- Sentiment analysis and escalation triggers to protect customer satisfaction
- Post interaction analytics, CSAT prediction, resolution tracking, and continuous learning Multilingual support, deploy in 30+ languages with no additional configuration
Challenge
A telecom provider received 12,000+ billing-related calls per month, each averaging 11 minutes to resolve. Agents spent 60% of call time navigating legacy billing systems.
Solution
DigitalCX agents were trained to handle billing queries end-to-end — accessing the billing platform, identifying discrepancies, issuing credits within policy limits, and closing the query in a single interaction.
Result
68% of billing calls now resolved autonomously. AHT on escalated calls reduced by 35% because agents receive a full context brief before speaking to the customer.
Scenario
Candidates often feel disconnected from the recruitment process, leading to drop-offs. Recruiters struggle to maintain personalized communication at scale.
Solution
Use AI to send personalized status updates, interview tips, and follow-up messages, creating a tailored candidate experience and keeping candidates engaged throughout the hiring journey.
Benefits
- Enhances candidate experience.
- Reduces drop-off rates.
- Improves employer branding by offering consistent, meaningful engagement.