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:
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.
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.
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.
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,
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.
The Embedded Widget is an embedded frame within your website page, within which visitors can ask questions and receive answers.
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.
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).
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