DigitalGenius
DigitalGenius is the AI Agent built for ecommerce and retail customer service, trained exclusively on retail support conversations since 2013. Connected to Kustomer, it resolves the highest-volume support requests — order status, returns, exchanges, and subscription changes — end-to-end inside the conversations agents already use.
DigitalGenius is the AI Agent built for ecommerce and retail customer service — not a general-purpose chatbot retrofitted for retail. Since 2013, DigitalGenius has trained exclusively on retail and ecommerce support conversations, giving it deep, out-of-the-box understanding of order status, returns, exchanges, quality issues, subscriptions, and more — 60+ use cases with no lengthy configuration required.
The platform combines Conversational AI, Generative AI, Visual AI, and Voice AI in a single orchestration layer that plugs directly into a brand's order management system, carriers, and payment processors — resolving the questions that make up the bulk of ecommerce support volume end-to-end, or handing off to a human agent with full context when it can't.
Kustomer + DigitalGenius
DigitalGenius and Kustomer have partnered to give ecommerce and retail brands an AI Agent that works natively inside the Kustomer conversation — reading, resolving, and enriching tickets without agents ever leaving the platform they already use.
Resolve Ecommerce's Highest-Volume Tickets Automatically
DigitalGenius reads incoming Kustomer conversations and automatically resolves the requests that dominate ecommerce support volume — “Where is my order,” returns and exchanges, quality issues, subscription changes — creating tickets, replying, and closing them out without agent involvement.
Give Every Agent the Full Picture
Every automated action is written back into the same Kustomer conversation in real time — notes, tags, custom fields, priority, and assignee — so the moment a case reaches a human, they see a complete timeline of what DigitalGenius already tried and found.
Route the Right Case to the Right Agent
DigitalGenius checks live agent availability by queue in Kustomer and forwards anything it can't resolve automatically, so escalations land with the right team instead of sitting in a general queue.
Keep Kustomer and DigitalGenius in Sync
Customer records, attributes, and email/message history stay synchronized between Kustomer and DigitalGenius in real time — no manual re-entry, no stale data.
Built for Ecommerce, Proven at Scale
Because DigitalGenius is trained specifically on retail and ecommerce data rather than general-purpose conversations, brands see results generic chatbots don't. On Kustomer, air up® has automated 79% of item-change requests and 20+ use cases end to end — generating 600%+ ROI. Waterdrop has cut support tickets by 50% for fully automated resolutions across 6 languages. Scentbird saves $1M+ annually, with 70% of emails resolved automatically and an 80% self-service rate across email and chat — all while holding a 4.9/5 CSAT and an NPS of 68.
Quick and Easy Setup
No custom development required, and setup takes about two minutes inside Kustomer. Two steps let DigitalGenius read, resolve, and enrich tickets directly inside the Kustomer conversations you already use:
- API Key — Settings > Security > API Keys → add a key named “DigitalGenius API Key” with the required roles (org.admin, org.permission, and org.user).
- Outbound Webhook — Settings > Platform > Outbound Webhooks → add a webhook named “DigitalGenius Master Webhook” pointing to the DigitalGenius flow-server endpoint.
It's fully self-serve if you have permission to add API keys in your Kustomer dashboard. Let us know and we'll guide you through it.
Case Studies
- Scentbird saves $1M a year on customer service
- air up® achieves 600%+ ROI with DigitalGenius by embracing a human+AI approach to customer service
- waterdrop uses AI automation to improve both the customer and employee experience
Contact
support@digitalgenius.com
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