A Buyer's Guide to Conversation Analytics

Utilizing AI-powered analytics for uncovering powerful insights.

Leveraging conversational and generative AI, contact centers can analyze all customer interactions across calls, chats, and emails in an instant and understand call reasons, topics, customer and agent sentiment, along with many other metrics.

The results? Powerful insights that lead to faster speed to proficiency, better retention and engagement rates, and higher satisfaction for agents and customers alike. Download our guide to educate yourself on the details, including:

• The role of conversation analytics in contact centers and beyond

• The technology behind AI-powered analytics

• The main use cases

• How to create the business case for analytics

• What to look for in a vendor 

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FAQs

Conversational AI revolves around leveraging technologies such as machine learning, natural language processing, and generative AI to facilitate automated yet engaging conversations between businesses and their customers, thereby enhancing user experience and operational efficiency.

In contrast to standard chatbots/voice bots that provide a simplistic and linear interaction based on basic Q&A, Born Digital’s conversational AI platform delivers bots that engage in human-like interactions, thanks to our cutting edge NLP technology and smooth integration with your business systems. Furthermore, we provide omni-channel solutions, incorporating analytics for chat, voice, email, and social media, enabling you to make data-driven process improvements and automations.

Apart from real time analytics of all customer conversations, our AI-driven solution offers call evaluation, monitoring of adherence to call scripts, identification of improvement opportunities, and transcription of calls including visualization and full text search. On top of that, our advanced analytics is easy to use and offers a customizable dashboard.

Thanks to our advanced analytics, you are able to reduce up to 30% of unnecessary customer interactions. On top of that, the NPS score can increase by 20% and the results from the analytics allows you to automate up to 53% of interactions.

Born Digital’s solution is multilingual, supporting all languages. This ensures that the knowledge base bot can respond accurately in the language of the customer’s request, and our analytics can analyze interactions in any language you choose.

Born Digital allows you to deploy across a wide range of channels. While our platform is inherently designed for chat, voice, and email, we can effortlessly integrate with other channels like Facebook, Whatsapp, iMessage, Viber, Microsoft Teams, etc. The possibilities are endless and are only limited by your use case and preferences.

Born Digital seamlessly integrates with contact center providers such as Cisco, Avaya, Vonage, and many others. On top of that, our platform allows integrations with digital messaging platforms (such as Messenger, WhatsApp, Instagram, iMessage, Viber and many others.) We have pre-built connectors for CRM and core systems like Microsoft Dynamics, Salesforce, Hubspot, SAP, and many others. Our extensive library of backend and channel connectors, along with a fast-developing extension network, ensures seamless and tailored integrations.

Yes, Born Digital allows the installation of our solution on-premise, albeit with some exceptions. Generally, we prefer deploying solutions on cloud platforms, primarily Microsoft Azure. However, we are cloud-agnostic and can run seamlessly across any cloud provider.

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