Digital DX AI: A leader in customer experience and service solutions
The Digital DX AI solution is based on a patented self-learning Knowledge Base, and offers a more effective online customer experience. By generating more engagement for and with websites, and providing a permanently visible customer service widget, Digital DX AI enables constant interaction and access to all possible information about your product, and ensures that customers queries and questions are automatically answered. All this is available in a variety of languages, all across your website and mobile applications, and also enables easy communication for customers with your support center, via chat or email.
Should a query not be satisfactorily resolved following the initial interaction, an in-built escalation system immediately offers customers a further level of customer service, with the query becoming a ticket which will be personally handled by a customer support representative.
Features and benefits include:
- Multi-channel support for your customers, 24*7
- Automatic language translation, on-the-fly, supporting more than 34 languages
- Intrinsic integration with live chat services
- Self-learning knowledge base and intuitive ticketing system.
The Digital DX AI solution improves customer engagement on websites, resulting in a significant increase in positive customer experience and satisfaction rates, and online conversion, plus a significant reduction in customer support cost. Digital DX AI allows your customers to stay focused by having all the information readily available, reducing site abandonment.
Step 1: Assigning Users and Roles
- The Account Manager
- The Account Manager is responsible for monitoring the day-to-day running of the Digital DX AI application of your site, ensuring that everything runs smoothly and that customers are happy with the responses they receive via the Digital DX AI interface. Account Managers have full access to the AI Console, and can perform all tasks. Many of these tasks fall under the direct responsibility of either the Agent or the Knowledge Base Specialist, with the Account Manager monitoring the situation, and acting in a supervisory role
- The Agent
- The Agent can answer tickets by writing new responses or using existing responses, and can suggest ticket answers to be added to the online Knowledge Base. However, the Agent cannot publish new answers to the Knowledge Base, answer "Unanswered Questions", add new answers to the Knowledge Base or view analytics, updates and settings.
- The Knowledge Base Manager
- The Knowledge Base Manager holds an extremely important role in the AI Console, as they are responsible for ensuring that the Knowledge Base is kept up-to-date and optimized with the most effective and relevant information, which guarantees the smooth running of the AI system and effective customer service. The Knowledge Base Manager performs their tasks in the Knowledge Base, Search Optimizer and the Publish Answers sections. These tasks include searching for unanswered questions (articles) and ensuring that they are given an accurate and appropriate answer, as well as writing new answers, editing existing answers, merging existing answers, adding phrasings to the database and adding synonyms.
- The Account Watcher
- The Account Watcher observes and monitors the analytics of your site, and uses the data collected for your company's benefit, however the company requires it.
Users in Account Watcher role who also have write permission can create draft articles but cannot publish those, which essentially makes them content managers. Due to this change, existing users in Account Watcher role will not be able to publish articles.
Step 2: Create an Initial Knowledge Base
You can create an instant Knowledge Base from an existing FAQ. The Import FAQ tool enables you to import an entire existing FAQ page into the Knowledge Base.
Step 3: Establishing your ticket escalation system
You can either use the existing Digital DX AI ticketing system for escalation of customer service calls or if you already have an existing ticketing / CRM, you can easily forward your Bold360 AI tickets,
- Go to .
- On the Ticketing Basics tab, scroll down to 3rd Party Integration.
- Define the support address in Forward all tickets to, where you want to send all tickets.
- Click Save Changes.
Step 4: Add the Floating Widget to each page of your website
The Floating widget is an interactive window which allows your customers to ask customer service questions and get instant answers, wherever they are on your website.
The widget is displayed constantly on your site, regardless of which page users browse to, enabling customers to engage at any time. The widget is positioned at the bottom left or right corner and shows answers that correspond to the question and how it is worded, immediately as a customer begins to type a question. The answers come from your Knowledge Base, and help to guide the customers through the sales funnel, or other processes, according to the nature of the question asked.
The Floating Widget is enabled by default, and can be completely customized, to reflect your brand colors and messaging.
How to enable /disable the floating widget
Step 5: Adding the Embedded Widget
The Embedded Widget is an embedded frame within your website page, within which visitors can ask questions and receive answers.
How to enable the Embedded widget
Step 6: Activate the translation capabilities
Digital DX offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language - especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2).
To activate the translation capabilities, please contact your Customer Success Manager.
Features and Benefits
- Language is detected automatically.
- Answer content and widget interface are automatically translated.
- Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol.
- Allows you to answer foreign language tickets in your natural language.
- Offers comprehensive translation analytics.
Dedicated language Knowledge Bases
Digital DX allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. In this way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one).
Step 7: Adding the Chat Feature
Digital DX can be integrated with any 3rd party chat provider. Your customers can open a chat from all Digital DX widgets - Engagement Widget, Support Page Widget, Dynamic FAQ, Widget, etc. Customers can simply click on the Chat button to open a chat session, transforming the widget into a proper Chat Interface