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CX Automation Platform

About technology

The root causes of AI failure are: (1) lack of clean data; (2) lack of quality content; (3) lack of good signal, and; (4) high maintenance requirements of training and retraining models to keep up with changing conditions. Directly’s CX Automation platform solves these problems and gives companies the foundation to deliver AI with breadth, speed, and empathy. The key is having a platform that moves from human-in-the-loop to expert-in-the-loop, helping companies build networks of their domain experts, optimized by gig mechanics that tap these experts to clean the data, create the content, boost the signal, and maintain the system. The platform allows a businesses’ expert users to identify gaps in self-service content and solutions and: (1) create rich support content and answers than can be delivered automatically; (2) teach the AI by providing feedback on each answer as its delivered, with suggestions to improve matching and content, and; (3) resolve questions when AI and self-service can’t. Instant answers are delivered in the voice of the expert who authored the answer, with the expert available behind the answer, delivering a new level of experience and empathy unmatched by intelligent assistants and standalone AI. Behind the scenes, gig-economy mechanics such as routing, rewards, and incentives ensure quality by using answers from only highly-rated experts that demonstrate product and/or service expertise. Directly’s technology syncs with CRMs including Microsoft Dynamics, Salesforce Service Cloud, Oracle Service Cloud and Zendesk, along with existing help centers, enterprise knowledge bases, messaging and business intelligence systems.

Press and media coverage

12/19/18, Carolyn Said, San Francisco Chronicle “Super-users swoop in to help with thorny tech questions” https://www.sfchronicle.com/business/article/Super-users-swoop-in-to-help-with-thorny-tech-13476047.php#photo-16662989 12/18/18, AI Time Journal Editorial Staff, AI Time Journal “Top 25 Artificial Intelligence Companies 2018” https://www.aitimejournal.com/top-25-artificial-intelligence-companies-2018 12/13/18, Dom Nicastro, CMSWire “G2 Crowd Acquires Siftery, BigCommerce and WP Engine Partner, More News” https://www.cmswire.com/customer-experience/g2-crowd-acquires-siftery-bigcommerce-and-wp-engine-partner-more-news/ 12/7/18, Jeff Frick, theCUBE “Antony Brydon, Directly | Innovation Master Class 2018” https://www.thecube.net/tcf-2018/content/Videos/2aHaaAhSwg4vWo4NN 12/4/18, Sam Del Rowe, Smart Customer Service “Directly Announces CX Automation Platform” http://www.smartcustomerservice.com/Articles/News-Features/Directly-Announces-CX-Automation-Platform-128875.aspx