DigitalGenius, a fledgling artificial intelligence (AI) startup that’s setting out to automate many facets of customer service, has announced a $14.75 million series A funding round led by Global Founders Capital, with participation from Salesforce Ventures, MMC Ventures, Paua Ventures, Kairos, Runa Capital, RRE Ventures, Lumia Capital, Compound, Spider Capital, and Lerer Hippeau Ventures.

Founded out of London in 2013, DigitalGenius connects with companies’ CRM and customer service platforms to train AI assistants using transcripts from historical customer service interactions. Using these learnings, the AI is able to predict relevant meta-data about a new case in real time, and even channel a query to the most relevant (human) team members based on the content.

It’s more about helping human customer service personnel respond quickly to queries using historical precedence, so that when a message is received over email, social media, or other text-based messaging platforms, DigitalGenius can suggest the best answer for an agent to approve. In theory, the model should improve with each human interaction.

Above: DigitalGenius

The startup has now raised $26 million in total since its inception, and with its latest cash injection it plans to “fortify its position as the leader” in practical applications for AI in customer service, according to DigitalGenius founder and CEO Dmitry Aksenov. In real terms, this means that it plans to fuel commercial expansion, and push ahead with plans to automate more repetitive elements of workflows in contact centers.

DigitalGenius is one of a number of…

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