Digital Workers: Transforming Automation with Human Touch and Cognitive Abilities

At Born Digital, we’re dedicated to helping businesses transform operations and elevate customer experience through our advanced digital worker solution. Our digital workers fully automate entire workflows, taking over repetitive, routine processes so that human employees can focus on more complex, creative, and strategic work. With human-like avatars, cognitive abilities, and powerful analytics, digital workers not only simulate human interactions but also streamline workflows and boost efficiency across diverse applications. Working alongside human teams or autonomously, digital workers increase productivity, reduce costs, and create exceptional customer engagement.

The Role of Digital Workers: Full Workflow Automation for Enhanced Efficiency

Born Digital’s digital workers go beyond automating simple tasks—they are designed to fully automate entire workflows, allowing businesses to hand over full processes rather than just individual steps. From handling customer inquiries to data processing and complex back-office operations, digital workers streamline end-to-end workflows, transforming operations on a significant scale.

By taking over these workflows, digital workers improve not only the speed but also the accuracy and consistency of processes, reducing human error and enhancing quality. This capability to fully automate workflows makes our digital workers indispensable assets for any organization aiming to optimize productivity and quality.

Digital Workers with the "Human Touch"

A key feature of Born Digital’s solution is that our digital workers appear as avatars with a human-like appearance, bringing a “Human Touch” to digital interactions. This lifelike presence makes customer interactions more engaging, especially in roles requiring empathy and personal connection. Our digital workers are built around three core pillars:

Appearance: Available as full-body or half-body avatars on various devices, our digital workers engage customers with a familiar, human appearance. This realistic visual experience builds trust and connection, enhancing customer engagement across multiple sectors.

Ability: Our digital workers go beyond appearance—they think and act like humans, equipped with cognitive abilities that allow them to analyze text, interpret images, process documents, and execute full back-office tasks. This means that our digital workers don’t just complete tasks—they can take on entire workflows, handling requests and completing processes efficiently and accurately.

Analytics: Equipped with powerful analytics, our digital workers provide insights into customer experience, sentiment, and operational efficiency. This data-driven feedback loop allows businesses to continuously improve their digital workforce, tailoring interactions to better meet customer expectations and business goals.

Developing Digital Workers: Two Approaches to Realism and Flexibility

At Born Digital, we offer two development approaches for creating digital workers, giving businesses the choice between enhanced realism or greater flexibility to meet their specific needs:

These digital workers are based on recorded human videos, enhanced by AI to produce realistic human movements and expressions.
Ideal for roles where visual realism is essential, actor-based AI digital workers provide an authentic human experience.
This approach is less flexible, as it relies on pre-existing video content, making it best suited for specialized use cases requiring a high level of human likeness.

Fully AI-generated digital workers are created entirely through AI, making them highly flexible, fast, and cost-effective to deploy.
Easily customizable, they are perfect for businesses needing rapid, scalable deployment across different roles.
While slightly less realistic than actor-based digital workers, they are ideal for companies looking for adaptable, scalable digital workforce solutions, capable of automating complex workflows across various areas.

Our digital workers are available as half-body or full-body avatars, and we offer on-premise solutions for businesses that require direct control over their digital workforce.

Benefits of Digital Workers Across Industries

Digital workers are reshaping nearly every industry. Born Digital’s solution offers transformative benefits critical to today’s businesses:

End-to-End Automation of Workflows: Our digital workers can fully automate complex workflows, taking over entire processes from start to finish. This capability frees human teams from repetitive tasks and allows businesses to improve efficiency, accuracy, and output quality.

Enhanced Customer Experience: With 24/7 availability, our digital workers provide responsive, personalized service, meeting customer needs effectively while maintaining a human-like interaction.

Operational Efficiency: By automating entire workflows, digital workers enhance speed, reduce error, and ensure consistency across processes, lowering the need for manual oversight.

Data-Driven Decision Making: Our digital workers gather valuable insights into customer interactions, operational efficiency, and areas for improvement, allowing businesses to make data-driven adjustments over time.

Scalability: Digital workers can be scaled rapidly, allowing businesses to expand operations without proportionally increasing costs.

New Generation of Human Work Automation

At Born Digital, we believe that digital workers represent the future of work. By fully automating workflows, enhancing customer engagement, and providing actionable insights, our digital worker solution empowers companies to operate with unparalleled efficiency and agility. With human-like avatars and cognitive abilities, our digital workers bridge the gap between operational excellence and meaningful customer interaction.

Born Digital is proud to lead the way in digital worker solutions, shaping the future of business and creating new possibilities for organizations everywhere. By adopting digital workers, businesses can do more than improve productivity and reduce costs—they can also empower their human workforce to focus on tasks that drive creativity, innovation, and growth.

Get in touch

Start creating a digital human for your company today!

Developing Digital Humans: Top 5 Challenges When Crafting the Right Use Case

Before diving into the specific use cases, it’s important to note that our digital human solutions can be implemented both online—on websites, apps, or other digital platforms—and offline in physical environments, such as kiosks or customer service terminals. Whether your goal is to enhance virtual interactions or optimize in-person processes, our technology adapts seamlessly to any setting.

Digital humans are transforming business interactions and processes, but to get the most out of them, it’s crucial to define your use case from the start. Depending on your goals—whether it’s customer engagement, workflow automation, or offering a lifelike avatar—the challenges you’ll face will differ. Let’s explore the top five challenges businesses face when developing digital humans and how these challenges vary based on your goals.

1. I Want a Digital Human for My Website Interactions

If your goal is to create a digital human for customer engagement on your website, the primary challenge is crafting an avatar that reflects your brand and connects with your target audience.

Tailored Persona: Do you want your digital human to be male or female, young or mature, formal or casual? Creating the right persona is essential for connecting with your audience. If your CEO or another key figure within your company is widely recognized, you might choose to model the digital human after them for added familiarity and impact.

Automatic Multilingual Solution: One of the major benefits of our technology is the built-in multilingual capability. Once the digital human greets a visitor, it can automatically switch to the language of your audience, ensuring seamless interactions in any region without requiring your website to support multiple languages.

Information Accuracy: To deliver top-tier customer guidance, ensure your digital human has access to up-to-date and accurate content. As long as your knowledge base or website content is current, the digital human will easily guide users through services and provide them with relevant information.

2. I Want a Digital Human With a Face That Can Operate Workflows

If you’re looking to create a digital human capable of not just chatting but also completing tasks like processing orders or managing accounts, the challenge here involves integrating workflows.

Efficient Workflow Execution: While enabling a digital human to handle workflows requires some setup, our solution makes it simple to connect with your existing systems. Whether it’s resetting passwords, updating delivery details, or even completing purchases, our digital humans can manage complex operations smoothly. There’s no need for an overly complex backend—our solution scales easily to your business needs. Find more about specific digital human abilities in our guide.

3. I Need a Digital Human With a Realistic, Specific Appearance

For businesses seeking the highest level of realism, creating a digital human that mirrors the appearance and behavior of a real person is a compelling option—whether for websites, apps, or other platforms.

Realism Without the Complexity: Want to capture the natural movements and expressions of a real person? Our technology makes it simple. With just video footage, we can create an “Actor AI Avatar” that replicates your chosen person’s unique traits, providing lifelike interactions. While this approach requires more time from your side (choosing and recording the actor, etc.), the process itself is easy and straightforward, and the results are unmatched in quality. This type of digital human can be especially valuable on websites that aim to provide high-end, premium interactions, setting your brand apart.

4. I Don’t Need the Face, I Just Want to Automate Processes and Save Time

If you’re not focused on creating a human-like appearance, and instead want to automate processes and optimize efficiency, our digital humans can handle this without needing a visible avatar.

Invisible Process Automation: Our technology allows you to create an invisible digital persona that works behind the scenes. It can automate workflows like updating databases, sending emails, or even tracking complex patterns such as traits of cyber crimes. This digital human doesn’t need to be customer-facing but can power your internal processes, reducing the time your employees spend on repetitive tasks. With its human-like precision, this solution can save both time and resources, driving business efficiency.

5. I’m Not Sure What the Best Solution Is for My Business

It’s completely normal to feel uncertain about which digital human solution fits your business. With the rapid adoption of this technology, you may still be exploring how it could add value.

We’re Here to Help You Decide: If you’re unsure where to start, our team is ready to guide you through the decision-making process. Rather than leaving you to consult a generic digital human guide, we offer personalized support tailored to your unique needs. We’re continually exploring new use cases and can offer expert advice to help you determine the best solution for your business. Feel free to schedule a non-binding meeting, and we’ll work together to find the right fit.

Get in touch

Let’s find the right digital human for you!

How to empower digital email processing with Generative AI: 5 practicle examples

Omnichannel customer service is becoming increasingly important. McKinsey reports that about three-quarters of customers use multiple channels to interact with a brand. Depending on the situation and their needs, customers prefer different channels. Among these, email stands out as one of the most important. According to Ultimate’s Trend Survey for 2024, email is experiencing the fastest growth among channels reported by CX leaders, indicating that the volume of email requests will only continue to rise.

For customer service teams handling hundreds, thousands, or even tens of thousands of emails every day, the challenges are familiar. Ensuring that emails reach the right person and that customers receive a timely response without efficiency or revenue losses can be daunting.

Fortunately, with Generative AI, managing customer emails has never been easier. Whether it’s routing emails or automating responses, the latest advances offer significant business opportunities. Let’s explore a few specific examples.

Email classification and routing trends

Previously, the widely used NLP approach primarily relied on keyword extraction to classify emails based on keywords in the body or subject. However, it’s often challenging to determine whether an email mentioning payments multiple times should be addressed by someone handling transaction issues, returns, or coupon inquiries. Consequently, such emails often end up being manually routed. Combining this NLP approach with Generative AI can sometimes enhance efficiency and is advisable. However, the Generative AI alone offers a wide range of additional benefits that can significantly transform your customer service operations.

1) The knowledge base approach

Utilizing both large and small language models enables the classification and routing of requests based on context. This means that an email about payments isn’t simply routed based on keywords but rather on the knowledge base available within your company. The AI leverages this information, contextualizes it to resolve the issue, and routes the email based on the necessary next steps, such as complaint processing. With an astonishing 98% accuracy rate, the email is then directed to the inbox of the person responsible for that area, complete with a label indicating the required action. Additionally, the AI can prioritize responses based on the urgency sentiment conveyed in the message.

2) Preprocessing and response automation

By making efficient use of the available knowledge base, Generative AI can help prepare or fully automate human-like responses, saving your teams significant time. In some scenarios, the prepared response may be sufficient for your agent and only require additional human oversight, such as insurance claims. Over time, however, you can identify processes that are ripe for full automation. This means that the Generative AI-powered email processing tool will accurately classify the request and then send a relevant response without any human intervention.

3) API hooks

In addition, when customers authenticate themselves within the incoming email, for example, based on order numbers, booking numbers, phone numbers, or IDs, additional information can be automatically retrieved from the system via connected APIs.

With such authentication, the Generative AI-powered system can also deliver more personalized and relevant responses, including specific details such as delivery delays or claim status.

Born Digital’s Digital Email Processing tool also automatically prompts for additional authentication if it wasn’t completed correctly the first time. This approach results in significant time savings for agents and a noticeable increase in productivity and response time, as the majority of these requests can be fully automated. In our experience, more than 60% of automated requests can be successfully achieved.

4) Customer insight analytics

In addition to the perks mentioned above, Generative AI also offers significant advantages for uncovering customer insights. Beyond digital email processing, it allows you to analyze the sentiment of emails and prioritize responses accordingly. Furthermore, you gain insights into which topics are most frequently addressed, enabling you to understand what your teams need to deal with and which agents are most overwhelmed. The GenAI-powered analytics also reveal new topics that you weren’t aware of before, enabling you to allocate team resources efficiently. By optimizing team performances, redistributing responsibilities, and enhancing your digital email processing and routing, you can power up your customer service operations.

5) Data extraction from email attachments

Emails often come with attachments like invoices, insurance claims, or ID pictures. Born Digital Email Processing efficiently extracts data from these attachments in various formats. This functionality enables automation tools to seamlessly incorporate attachment information into tasks such as updating internal accounting systems. Moreover, it supports preprocessing email responses for human agents. Additionally, the system can also analyze attachment content for suspicious patterns or inconsistencies, aiding in fraud detection efforts within customer service operations. This multifaceted capability not only streamlines workflows but also enhances security measures, ensuring a more efficient and secure customer service experience.

Business results

In summary, integrating Generative AI into customer service operations presents numerous advantages. Businesses can anticipate cost savings through automation, quicker response times to customer inquiries, and seamless provision of multilingual support. Born Digital’s Digital Email Processing tool encompasses all these features, simplifying email classification, routing, preprocessing, and attachment data extraction. By harnessing Generative AI, companies can optimize team performance, gain deeper customer insights, and bolster fraud detection efforts. We’re thrilled to assist you in navigating the implementation process and addressing any questions you may have, ensuring a smooth transition towards a more efficient and effective customer service experience.

Get in touch

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Interhome streamlines multilingual email analytics with Born Digital

Interhome is a leading provider of vacation rental accommodations with over 50 years of experience in the industry. Founded in Switzerland, the company offers a wide range of holiday homes, apartments, and chalets in prime destinations across Europe. With a focus on customer satisfaction and local service, Interhome ensures travellers have access to support 24/7.

In order to further enhance customer experience, Interhome’s Customer Experience Center (CEC) in Prague decided to integrate Born Digital’s AI solution, which enables efficient analysis of customer communication, optimizing service and saving valuable time through automation.

Interhome streamlines multilingual email analytics with Born Digital

Use cases

Deep customer insight analytics

Channels

Multilingual email routing & analysis

Benefits

Reduced manual and repetitive tasks

The challenge

With 8 active operational languages, CEC Interhome faces complex multilingual communication demands coming from both B2C and B2B channels. In today’s fast-paced digital environment, the ability to quickly respond to customer inquiries and prioritize urgent issues is crucial in customer service, as it significantly enhances customer satisfaction and builds trust in the brand’s commitment to their needs. Also, being able to identify and act upon customer’s pain points is a must. Therefore a solution was needed to avoid manual, repetitive tasks for the staff, prevent delays in response and to provide an in-depth insight into customers’ needs and issues.

“Consequently, the search for a solution led to the adoption of Born Digital’s AI Conversation Analytics for the email channels, proving to be an excellent choice.”

Jana Šnajdrová, Director of Customer Experience at Interhome

The solution

Born Digital’s email processing tool empowers CEC Interhome to swiftly categorize incoming emails and route them directly to the appropriate personnel. Email topics are being identified and the communication is further analysed for customer sentiment.

Furthermore, the solution allows to closely monitor and analyse the performance of specific teams and individuals, including outbound emails analysis in order to assess the effectiveness and quality of provided answers, and to evaluate customer sentiment at the conclusion of each interaction. This functionality might greatly assist in identifying and addressing any inefficiencies.

“We have been receiving high volume of emails and in the past we lacked the necessary insight into the topic clusters and recurring issues. With Born Digital’s AI analytics, we can pinpoint underlying customer concerns and ensure the improvement will be made. It allows us to identify and address customer pain points promptly and more efficiently,” Jana Šnajdrová explains further.

Through Born Digital’s solution, Interhome can target process improvements and continuously enhance the customer experience.

The impact

50+

hours per week saved for agents

40000+

emails analysed monthly

10+

languages analysed

Interhome is currently exploring further projects with Born Digital, particularly the potential for NPS analysis and a multilingual chatbot.

Want the same success for your team? Get in touch with our AI experts for a non-binding consultation.

Applications of AI Outbound Voice Bots in Debt Collection

If you’re seeking ways to automate debt collection, streamline account receivables, and maximize debt recovery, look no further. AI outbound voice bots stand out as one of the most efficient solutions available. These sophisticated tools offer unparalleled efficiency in managing late-paying clients, boasting an impressive 78% customer response rate. What’s more, they accomplish this without the need for manual intervention, often reaching debtors precisely when traditional contact methods fail to connect.

To future-proof your automation efforts and ensure their longevity, consider seeking an omnichannel vendor. Such vendors not only manage outbound calls but also facilitate reminders via emails or SMS, handle payment transactions, and more. By consolidating these functions into a single platform, you can streamline the entire collection process, making it more efficient and effective.

How the outbound calling works

Outbound calling with an AI voice bot operates seamlessly within your debt collection framework. Here’s how it typically unfolds:

1. Initiating the Call: The outbound voice bot automatically dials numbers from your debtor database. Upon connection, it introduces itself, identifies the company it represents, and outlines the purpose of the call.

2. Authentication: To ensure security and accuracy, the bot authenticates the debtor’s identity using predetermined methods such as date of birth or other verification processes.

3. Engaging in Conversation: The bot engages the debtor in a dialogue, assessing their intention to address the debt. It encourages prompt action, amplifying the urgency if necessary, such as setting deadlines for payment arrangements.

4. Offering Payment Options: During the conversation, the bot presents various payment options for settling the debt. It may follow up with an email or SMS containing detailed payment information for the debtor’s reference.

5. Logging Call Details: Simultaneously, the bot summarizes the call outcomes and updates your database accordingly. It flags customers based on their responses, allowing for efficient follow-up actions.

6. Handling Missed Calls: In cases where debtors are unavailable or miss the initial call, the system allows for flexible campaign timing. You can configure settings to retry reaching these customers after a specified interval, ensuring persistent outreach.

7. Call Back Handling: If a debtor returns a missed call, the AI bot acknowledges their initiative, expresses gratitude for calling back, and seamlessly continues the conversation flow based on the established parameters.

8. Scalability and Database Management: The AI voice bot operates 24/7, capable of handling thousands of simultaneous calls. As a valuable byproduct, it updates your contact database in real-time, flagging discrepancies such as unreachable numbers or outdated contact details.

Benefit from Gen-AI powered solutions

Leveraging the potential of generative AI solutions can transform your collections efforts. By adopting platforms like Born Digital, you move beyond the limitations of traditional bot interactions and into a new sphere where AI engages in nuanced, human-like conversations tailored to each debtor’s situation.

Gone are the days of rigid, scripted responses. Generative AI empowers bots to provide contextual replies that foster trust and connection with your customers. Whether negotiating new payment plans or addressing sensitive financial matters, debtors are more inclined to open up to AI, perceiving it as a non-judgmental entity capable of understanding their situation.

What’s more, Born Digital offers enterprise-grade security measures that protect customer data and ensure interactions stay within pre-defined parameters. Rest assured, the bot only responds with information gleaned from your knowledge base, maintaining confidentiality and preventing unintentional miscommunication.

In addition, the flexibility of generative AI extends to linguistic and cultural nuances. You have the freedom to customize the bot’s tone, voice to cater different customer demographics in different languages and regions.

Get immediate reactions at a lower cost

With the AI outbound bot, you can recover up to 25% of the debt, capitalizing on the fact that over 80% of customers typically answer the voice bot phone calls. This means reaching more clients without expanding your workforce – and crucially, reaching them promptly.

Are you prepared for a new era in debt collection, where customers receive early notifications and are provided with multiple payment options directly on their mobile devices? Contact us today to tap into this transformative approach and connect with your customers wherever they may be.

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Generative AI Voice Bot: Outbound Surveys for E-Commerce

Apologies for pulling off the band-aid so quickly, but the truth is, it’s never been easier for your customers to switch to your competition if they’re dissatisfied with your services or the options your e-commerce platform provides. How do you effectively combat this competition without relying solely on a bigger marketing budget? Well, that’s certainly not a sustainable path forward. Nearly 90% of customers are willing to abandon your brand after just two bad experiences. Moreover, it’s five times more costly for your business to acquire a new customer than to retain an existing one. So, the challenge is crystal clear – how do you ensure you understand your customers’ needs, prevent churn, and bolster their loyalty while outshining your competitors?

One way to tackle this is by analyzing customer data to drive business outcomes. However, today we’re here to introduce you to the simplest, most efficient method of collecting customer feedback.

Get responses from 83 % of customers

Hand on heart, what percentage of the feedback do you collect when you send out after-purchase email surveys? Now, what if we told you that we can obtain responses from most of your customers without needing to hire additional team members, except for one: the AI voice bot.

By automating outbound calls with AI to collect customer feedback, your company gains the ability to obtain actionable insights quickly and at a lower cost. The AI digital agent can handle hundreds of concurrent calls, efficiently gathering verbal feedback and ratings on a specified scale.

Effortlessly analyze collected feedback

For instance, Born Digital’s solution transcribes conversations, simplifying the process of collecting and evaluating feedback by categorizing customer responses based on topic or sentiment. As a leader in both conversational and GenAI applications, our analytics stay ahead of the curve, providing cutting-edge technology at an affordable price.

You can effortlessly filter feedback based on the worst or best sentiment, enabling you to identify the most critical customer pain points that demand swift action, e.g. your delivery dates. Similarly, you can capitalize on your strengths by showcasing and marketing to customers what sets you apart and adds value compared to your competition, such as the range of products. Without AI, this process would take considerably longer and would be inefficient in today’s competitive landscape.

How to implement the AI outbound voice bot today

Implementing outbound AI calls for gathering customer feedback is straightforward. You can schedule the outbound call to occur after a purchase is completed. Additionally, you have the flexibility to test different timing options—whether customers are more likely to respond immediately after the purchase, after a few hours, the next day, and so forth. Once the call is triggered within your CRM, all information is automatically transcribed and categorized for later analysis.

The implementation process itself typically takes only a few days. However, before initiating it, you need to consider the specific questions you want the bot to ask your customers. You can easily customize and modify these questions later within the platform without requiring any coding skills. Furthermore, you can choose the voice—whether female or male, what accent, etc.—to ensure it aligns with your brand’s tone of voice.

Ensure human-like interactions

Our platform harnesses the latest advancements in Generative AI, guaranteeing that interactions between the AI agent and your customers are seamless, natural, and that the bot responds to situations in a way that closely resembles human conversation. Say goodbye to robotic responses like “sorry, I don’t understand your question.”

Many customers do not answer the first call or ask for a later one. The voice assistant puts the call on hold or will call again later time defined by the customer. If the customer calls back, the bot answers the call, intorduces itself, thanks the customer for calling back and continues based on the survey flow you set up.

Grow your business

Now, let’s delve into the tangible business benefits that implementing AI-powered outbound calls for customer feedback can bring:

Cost Efficiency: By automating outbound calls with AI, businesses can significantly lower operational costs. The reduction in manual labor and the need for additional team members translates to substantial savings in the long run.

Enhanced Customer Satisfaction: The seamless and natural interaction experience provided by AI-powered voice bots leads to increased customer satisfaction. Customers feel heard and valued when their feedback is promptly collected and acted upon.

Competitive Edge: Utilizing AI for customer feedback collection gives businesses a competitive edge. With the ability to swiftly respond to customer needs and insights, companies can stay ahead of the competition by offering tailored solutions and improving overall customer experience.

Data Accuracy and Reliability: AI-driven feedback collection ensures data accuracy and reliability. With automated transcription and categorization, businesses can trust the integrity of the data collected, leading to better-informed decision-making and strategic planning.

Time Savings: Implementing AI-powered outbound calls streamlines the feedback collection process, freeing up valuable time for employees to focus on other essential tasks. This increased efficiency allows businesses to allocate resources more effectively and drive productivity.

In summary, integrating AI-powered outbound calls for customer feedback not only streamlines operations and boosts customer satisfaction but also offers a competitive advantage, ensures data accuracy, and saves valuable time and resources. Don’t wait any longer—start today and implement your outbound AI voic ebot to revolutionize your customer feedback process!

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

How to leverage customer insights to fuel growth and retention

The imporatnce of customer insights analytics

According to Microsoft, organisations that use customer data to gain insights outperform their peers by 85% in terms of revenue growth. This can be a game-changer for your future results, as it is easier than ever to find alternatives when customers feel undervalued. And it is 5 times more expensive for your business to acquire a new customer than it is to retain an existing one.

Robust customer insights analytics software that collects, analyses and interprets customer needs, pain points and brand sentiment can truly differentiate your business. It not only helps you to strengthen your customer base, but also drives growth and prevents churn.

While the statistics show the potential, success depends heavily on the specific data you collect and the questions you seek to answer. Let’s look at some specific examples to understand this further.

What customer data can you analyze and why

To start, one of the crucial steps is to gather data across multiple touchpoints. Your customers engage with your brand across various platforms and devices, making it essential to analyze their behavior wherever they interact. Employing an omnichannel analytics platform sets the stage for success. With it, you can examine conversations with customers occurring in chat on your website, within your app, on community forums, social media, emails, and feedback forms. This enables you to understand, for instance, whether customers in your your e-commerce business prioritize resolving issues like delivery date changes via phone or email, gauge their sentiment towards your brand on social media, and assess their likelihood of future purchases based on survey responses.

Such insights can empower you to optimize or automate processes and implement any necessary changes to enhance customer satisfaction and drive sales. For instance, if you discover that a majority of customers are calling due to changes in contractual data and these interactions exhibit a frustrated sentiment (with callers entering and leaving the call frustrated), you may identify two potential courses of action.

Firstly, it could indicate that your agents require further coaching on this topic. By delving deeper into their performance data, you can determine if the assistance they provide to customers is sufficient. Alternatively, it may reveal a recurring issue that doesn’t necessitate human intervention. In this scenario, frustrated customers might be unable to resolve the operation alone, suggesting the need to automate this process using AI.

In either case, analytics provide invaluable insights that can transform your business, reduce costs significantly, and enhance the efficiency of your teams.

Questions you should be asking

The reality is that you’re likely to uncover areas for improvement that you wouldn’t have considered without the extensive analysis of data. Nevertheless, before implementing customer insight analytics software and deciding on which data to focus first, it’s essential to set goals and think about the KPIs and questions you need your team to address to progress. This groundwork is crucial. Furthermore, analytics enable you to assess whether the changes you’ve implemented have yielded the desired results, empowering you to refine processes and enhance customer experiences even further. Let’s look at some examples to think about:

Let’s examine some examples of questions to consider:

1. What factors contribute to fluctuations in demand for specific products or services?
2. What sentiments do customers associate with your brand, and how do they differ across different segments/ interaction channels?
3. What strategies can be implemented to improve the ROI of marketing efforts?
4. How can you leverage customer data to identify cross-selling or upselling opportunities?
5. What are the primary reasons customers reach out to customer support, and what trends or patterns can be identified in their inquiries?
6. What are the common pain points or challenges encountered by customers during their interactions with your brand, and how can these be mitigated?
7. What training or coaching opportunities exist within the agent team to improve performance and customer satisfaction?
8. How can you identify and address knowledge gaps or areas where agents may require additional support or resources?
9. How can you prioritize and act upon customer feedback to drive meaningful improvements and enhance loyalty?
10. What are the emerging trends or insights gleaned from recent customer feedback that could inform strategic decision-making and future initiatives?

Find your answers within dashboards

For instance, with the Born Digital platform, you can customize your dahsboards to your liking so they fit to the needs of all your teams – no matter if it’s the frontline workers or your C-level. But there are definitely some feauters that are applicable in general and can be measured/analyzed. Let’s have a look at few examples.

Customer Sentiment Transition: Track changes in customer sentiment over time, including sentiment analysis at the beginning and end of conversations. This feature allows you to understand shifts in customer perception and satisfaction levels from the outset to the conclusion of interactions, providing valuable insights into overall customer experience and sentiment trends.

Agent Performance Metrics:

Avg Handling Time: Measure the average time agents spend on each interaction, helping optimize efficiency.
Avg Speech Pace: Analyze the rate of speech to ensure agents communicate clearly and effectively.
Avg Gaps Ratio: Evaluate the duration between agent and customer speech to minimize pauses and improve engagement.
Avg Agent Volume: Monitor the workload of agents to ensure balanced distribution and prevent burnout.
Abandon Rate per Hour: Assess the rate at which customers abandon interactions, indicating potential issues with service quality or wait times.
And so much more.

Interaction Summaries: Provide concise summaries of customer interactions, highlighting key points and outcomes for quick review and analysis.

Dominant/Minor Topics with Sentiment Heatmap: Visualize the frequency and sentiment of dominant and minor conversation topics across different seasons, hours, or days using a heatmap, facilitating trend identification and analysis.

Cross-sell/Upsell Opportunities (Call Adherence): Identify opportunities for cross-selling or upselling during customer interactions, ensuring agents adhere to established strategies and maximizing revenue potential.

Comparison of Team Performance by Department or Country: Compare the performance of teams, departments, or countries to identify strengths, weaknesses, and opportunities for improvement, enabling targeted interventions and resource allocation.

Business results

Our customers clearly experience numerous enhancements, effectively translating insights into tangible business outcomes:

Data-based decision making: No more guesswork; instead, decisions are grounded in precise data insights, leading to more effective strategies and operations. Consequently, businesses can save significant costs by avoiding wasteful or ineffective initiatives.

Increased Revenue: By accurately identifying customer wants and needs through data analysis, sales and marketing teams can tailor their approaches, offering products with compelling messaging that resonates with customers, resulting in increased sales and revenue generation.

Operational Efficiency: Data analytics enables businesses to optimize operations by strategically scheduling team shifts, identifying peak activity periods, and automating processes where beneficial. Conversely, it also highlights areas where automation may not be optimal, leading to more efficient resource allocation and streamlined workflows.

Customer Loyalty: Utilizing data insights, businesses can provide personalized and timely interactions to customers, meeting their needs precisely when and where they arise. This availability and tailored service foster customer loyalty and satisfaction, driving repeat business and long-term relationships.

Enhanced Competitive Advantage: Leveraging data-driven insights allows businesses to gain a competitive edge by staying attuned to market trends, understanding consumer behaviors, and adapting strategies accordingly. This proactive approach enables businesses to differentiate themselves, attract new customers, and outperform competitors in the market.

How to implement a customer insights analytics software

In one of our articles, we explore key considerations for selecting an AI conversation analytics software. Choosing the right solution entails defining your use cases, developing a robust business case, understanding essential capabilities, and thoroughly assessing your options. At Born Digital, we’re here to support you throughout your AI transformation journey. Contact us today to learn more.

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Generative AI Solutions in Customer Experience that Stand Out

Generative AI Solutions for Exceptional Customer Experience

According to Gartner’s research, the majority of decision-makers acknowledge the transformative potential of generative AI (GenAI), particularly in enhancing customer experience. This is evident in their prioritization of generative AI investments, where improving customer experience and retention stands as the primary purpose.

Many businesses are currently utilizing GenAI for various customer-facing functions such as marketing and customer support. Research conducted by BCG reveals that 95% of global customer service leaders anticipate integrating GenAI-powered bots into their customer interactions within the next two years.

You see there’s a ton of ways GenAI is making waves in improving customer experiences. But what are the ones that really stand out and get the job done? Let’s take a closer look at some of the most common and effective use cases, the perks they bring, and the smart strategies you need to make them work for you in this disruptive landscape.We bring digital products to make your life easy.

What exactly is Generative AI?

Before we dive into specific use cases, let’s first understand what generative AI is, as it’s slowly becoming a buzzword in the business world.

Generative AI enables machines to generate original content autonomously. Unlike traditional AI systems that rely on predefined rules and patterns, Generative AI is trained on vast datasets and learns to mimic human creativity and problem-solving abilities. By leveraging advanced algorithms, Generative AI can produce text, images, music, and other forms of content that are indistinguishable from those created by humans. We bring conversational AI in insurance.

In the context of customer experience, Generative AI plays a crucial role in shaping interactions, powering virtual assistants, chatbots, and other tools that enhance engagement, personalization, and efficiency. Unlike traditional virtual assistants with rigid pre-defined responses, GenAI, fueled by Large Language Models (LLMs), crafts human-like dialogues independently. This transformative technology opens up new possibilities for businesses to deliver seamless and memorable customer experiences, driving satisfaction, loyalty, and business success.

What is the difference between Conversational AI and Generative AI?

In essence, Conversational AI is more limited in its capabilities, relying on predefined responses and rule-based models. While it excels at handling basic inquiries and task automation, its interactions may feel scripted and lack personalization.

On the other hand, Generative AI represents a significant advancement, offering greater flexibility, creativity, and personalization in dialogue generation. By leveraging advanced algorithms and learning from data, Generative AI can simulate human-like dialogues autonomously, driving more natural and engaging customer interactions across various use cases. Conversational AI in financial industry challenges used cases.

While the advantages of generative AI are undeniable, it’s crucial to stay cautious in its application across various scenarios as they are built to achieve different objectives . This is particularly important in specific industries and large enterprises, such as those operating under stringent regulations like banking and insurance, especially when it comes to active operations. In such contexts, it becomes imperative to integrate generative AI in combination with reliable and consistent outcomes from conversational AI to strike a delicate balance between innovation, credibility, and security. This is where the synergy of Language Models (LLMs) and Natural Language Processing (NLP) becomes instrumental. By harnessing LLMs and NLP, businesses can ensure that their virtual assistants operate within predefined boundaries, while still capitalizing on the capabilites of GenAI where possible.

Top Use Cases of GenAI in Customer Service

Chatbots: Leveraging GenAI, chatbots can understand the intent behind customer queries, search through vast knowledge bases (usually company data available in a form of documents or URLs), and craft responses that align with the brand’s tone and style. This not only enhances efficiency but also ensures a consistent and engaging customer experience.

Voice Bots: In a similar way, voice bots undergo a remarkable transformation with the aid of Generative AI. They become adept at comprehending and responding to spoken queries with a level of fluency and understanding similar to human interaction. Unlike traditional voice bots, which often falter with responses like “Please repeat, I do not understand your question,” Generative AI-powered voice bots are evolving rapidly. Now, simply provide a company URL, and the bot is ready to engage in meaningful conversations about anything concerning your company or products.

Agent Augmentation: By analyzing ongoing conversations in real-time, Generative AI provides agents with contextual insights, suggested responses, and relevant information retrieved from knowledge bases, including manuals and other sources. This empowers agents to resolve inquiries more efficiently and deliver personalized support. Similarly, agents can quickly access prescribed answers to customer queries in chat or email, ensuring accuracy and saving significant time. By supporting agents with real-time recommendations and information retrieval, Generative AI enhances their problem-solving abilities, reduces response times, and ultimately elevates the quality of service delivery.

Customer Insight Analytics: Gen AI helps to analyze large volumes of data to uncover insights and patterns that were previously unthinkable. By capturing potential for automation, it enables businesses to constantly enhance operational effectiveness.

Automation of note-taking: Generative AI streamlines note-taking processes in call centers during customer interactions. By automatically capturing important information and tasks discussed during calls, Generative AI eliminates the need for manual transcription or the time-consuming task of searching through lengthy transcripts. This ensures that crucial details are accurately recorded for future reference, and reducing the risk of oversight.

Post-Interaction Processing: Generative AI helps to automate e.g. post-call tasks such as updating CRM systems, sending updates to customers, and extracting data from call transcripts and filling them to the database. This streamlines administrative processes and improves overall efficiency.

Call Summaries: Generative AI generates summaries of customer calls, capturing key issues discussed and actions taken. This prevents customers from having to repeat their problems to multiple agents and ensures a seamless handover between support staff. Additionally, this summary is invaluable for analyzing the agent’s performance and gaining insights into customer interactions, facilitating continuous improvement and better decision-making.

Agent Evaluation and Scoring: Generative AI assists in evaluating customer satisfaction levels by assessing whether the customer ended the conversation satisfied or frustrated. Additionally, it aids in evaluating agent performance and adherence to call scripts. This capability enables businesses to offer more specific and relevant feedback, fostering continuous improvement in customer service.

Agent Coaching Advice: Generative AI identifies coaching opportunities by analyzing agent strengths and weaknesses during customer interactions. By providing specific recommendations for improvement, Generative AI empowers agents to enhance their skills and deliver better service.

Giving Personalized Recommendations: Generative AI provides personalized recommendations based on customers’ data and previous interactions. By analyzing customer preferences and behavior, Generative AI helps businesses tailor their offerings and improve customer satisfaction.

Business Benefits of GenAI

Generative AI offers a myriad of benefits for organizations striving to deliver exceptional customer experiences:

Increase Revenues: By providing personalized and proactive support, GenAI drives customer satisfaction and loyalty, leading to increased sales and revenue growth.

Reduce Costs: Automation of routine tasks and inquiries reduces operational expenses associated with customer service delivery.

Improve Productivity: GenAI streamlines processes, enhances agent efficiency, and accelerates response times, leading to higher productivity levels.

Gain Competitive Advantage: Organizations that leverage GenAI to deliver superior customer experiences gain a competitive edge in the market, attracting and retaining customers in a crowded landscape.

Empower Your Agents: By automating repetitive tasks, GenAI frees up human agents to focus on complex inquiries, creative problem-solving, and relationship-building activities, fostering a more fulfilling work environment.

Overcoming Challenges

While GenAI offers immense potential for enhancing customer experiences, organizations must address several challenges:

Factual Inaccuracies: GenAI responses must be accurate and reliable to maintain customer trust and satisfaction. Continuous monitoring and refinement are essential to minimize errors and inaccuracies. This requirement extends to the upkeep of updated knowledge bases and maintaining data hygiene within your organization, as the quality of responses directly reflects the quality of your knowledge base.

Safeguarding Personal Data: Organizations must prioritize data privacy and security when deploying GenAI solutions, ensuring compliance with regulations and safeguarding sensitive customer information.

Leveraging Conversational AI for Complex Operations: It is crucial to combine Conversational AI with GenAI capabilities for understanding and processing more complex inquiries accurately, especially in highly regulated industries.

Conclusion

Before implementation, make sure to assess your data infrastructure to ensure it can support the demands of Generative AI technology. Next, focus on seamless integration with existing systems to maximize efficiency and minimize disruptions. Embrace a “test and learn” approach, allowing for iterative improvements and optimization over time. Last but not least, it’s essential to align KPIs with specific use cases to track the impact and effectiveness of implementation.

When it comes to implementing products incorporating Generative AI into your customer support, organizations can rely on the expertise of our team. Our experts are equipped to guide you through the process, ensuring seamless integration and maximum impact on your customer experiences by combining our conversational Born Digital platform with the latest perks of GenAI. Rest assured, we provide compliant solutions, ensuring that your deployment of GenAI-powered solutions aligns with regulatory standards and safeguards sensitive customer data. Get in touch with us today to embark on your journey towards exceptional customer satisfaction and business growth.

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Digital Humans Explained: Top 5 Use Cases

In 2023, Gartner recognized digital humans as one of the top five transformative technologies. Looking ahead, they forecast that by 2035, the digital human economy will become a $125-billion market with continuous growth. By 2027, it’s expected that the majority of B2C enterprise CMOs will allocate a dedicated budget for digital humans, underscoring their growing significance.

The future of business is inevitably being reshaped by the rise of digital humans. Researchers project that within a decade, most companies will integrate this technology into their operations. But what is digital human exactly?

Digital human is not only a chatbot’s successor

Imagine a virtual AI assistant, but with a human face, crafted to interact with people in a way that feels incredibly real. These digital beings are not just upgraded versions of chatbots and voice bots; they represent a significant leap forward.

While traditional chatbots excel in handling swift text-based interactions, digital humans are equipped to tackle more complex challenges. They act as a dynamic bridge, connecting the straightforward efficiency of traditional chatbots with the nuanced understanding of human operators. Digital humans are equipped with emotional intelligence, extensive knowledge, and an ability to engage in human-like conversations. These advancements allow them to interact with customers not only through precise verbal communication but also with subtle non-verbal expressions, thanks to their advanced cognitive understanding.

Unique synergy of technologies

Our digital humans are at the forefront of technological innovation, blending the best of Born Digital’s existing technologies. They’re more than just visually appealing talking heads; they’re capable of a wide range of active operations.

We’ve integrated the latest generative AI, conversational AI, visual AI, and speech technologies, all enhanced with cognitive AI analytics. This is the culmination of five years of dedicated work, creating a unique synergy that brings these elements seamlessly together.

At the core of our digital humans is what can be described as a digital brain. This brain is a reservoir of knowledge, tailored for specific use cases. It can access information from your CRM, databases, and other essential documents, ensuring that the digital personas are not just responsive but also deeply informed and helpful.

Use cases: From banking to elderly care

The possibilities of implementing digital humans are endless. It also doesn’t matter whether the digital human is present online on the website, in the app or offline at the branches (e.g. in form of a smart board or any other screen).

The Digital Banker enhances customer experience, offering efficient solutions for a range of banking needs. It excels at providing personalized financial advice, facilitating soft debt collection, swiftly resolving account issues, and addressing FAQs. Data also shows that in many interactions, people prefer to actually speak to a digital persona over a real human.

This virtual assistant is adept at delivering a seamless insurance experience by offering expertise in navigating the claims process, providing crucial assistance during accidents or injuries, and addressing frequently asked questions. With a wealth of knowledge derived from the data provided by the company (its digital human’s knowledge base), the Digital Insurance Advisor ensures that users receive accurate and timely information.

The Digital Recruiter can specialize in various HR & recruitment roles, e.g.in shortlisting candidates, onboarding assistance, professional employee training, collecting feedback, addressing ongoing queries or providing anonymous support. Streamlining the recruitment process, the Digital Recruiter ensures a seamless and supportive experience for both employers and candidates.

Serving as the face and voice of the brand, the Digital Sales Agent excels in providing personalized product recommendations, aiding in purchase decisions and alternative evaluations, supporting ongoing campaigns and product upsells. Its unique ability to create an emotional connection fosters customer loyalty, making the digital sales experience not just transactional but also engaging and memorable. Moreover, the virtual agent isn’t confined to your website; it can extend its guidance to assist customers in your physical shops as well.

Specializing in generating medical reports and prescriptions based on appointment outcomes, this virtual agent efficiently arranges doctor’s appointments and gathers valuable customer feedback. With its streamlined capabilities, the digital medical assistant enhances medical processes, delivering a seamless experience for healthcare providers and patients alike.

Main Benefits

Now that you understand the technology and have an idea of its potential implementation, let’s explore what it can bring to your business:

1. 24/7 Availability: Ensuring your services are accessible at any time, fostering convenience for customers and potentially expanding your market reach.

2. Available Both Online and Offline: Allowing the Digital Human to operate seamlessly both on the website and in physical branches. This ensures consistent service delivery regardless of the online or offline environment.

3. Possibility to Authenticate Customers: Enhancing security measures by providing a reliable means to verify and authenticate user identities, safeguarding sensitive information.

4. Lower Costs: Streamlining operational expenses, potentially optimizing resource allocation and contributing to overall cost-effectiveness in business operations.

5. Increase ROI: Maximizing return on investment by leveraging efficient and effective digital solutions, potentially leading to higher revenue generation.

6. Scalability: Adapting effortlessly to business growth and changes in demand, ensuring your technology infrastructure remains aligned with evolving requirements.

7. Easy to Deploy: Simplifying the implementation process, reducing downtime, and allowing for a quicker integration of digital solutions into your existing framework.

8. Infinite Customization: Tailoring solutions to specific business needs, fostering flexibility, and ensuring the technology aligns precisely with your unique requirements.

Get Deeper Insights

Make sure to subscribe below and stay tuned for our upcoming e-book. Don’t miss out on practical answers that will guide you through the implementation process of digital humans.

Get the full Digital Humans guide sent to your email

Get in touch

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Born Digital and Netia Form Strategic Partnership, Enhancing Business Communications in Poland

We are pleased to announce a strategic partnership with Netia, a prominent Polish telecommunications provider boasting the second-largest fixed-line cable television and broadband network in the country.

In collaboration with Born Digital, Netia has introduced its new VoiceBot service tailored for B2B customers. This innovative bot is designed to optimize call management, providing a range of features to elevate customer interactions.

The VoiceBot service offers a minimally customized solution utilizing parameters and data from Cisco BroadWorks, incorporating smart directory features for efficient call handling. The VoiceBot Premium version takes customer engagement to the next level, allowing for the creation of more complex, automated call scenarios tailored to specific needs. This premium service seamlessly integrates with Netia’s SaaS model for business voice or contact center solutions, providing a comprehensive communication experience.

A notable feature of the VoiceBot is its ability to handle up to five calls simultaneously, ensuring optimal efficiency during peak call times. The service also includes a call-back function, ensuring that customers are promptly attended to, even if initial attempts to connect with staff members are unsuccessful.

We are grateful for the successful collaboration and look forward to further contributing to the enhancement of Netia’s communication services. As Born Digital expands its presence in Poland, this partnership underscores a commitment to delivering innovative solutions that elevate customer interactions.

Digital Workers: Transforming Automation with Human Touch and Cognitive Abilities

Table of contents

The Role of Digital Workers: Full Workflow Automation for Enhanced Efficiency

Digital Workers with the "Human Touch"

Developing Digital Workers: Two Approaches to Realism and Flexibility

Mid AI Level: Actor-Based AI Digital Worker

Max AI Level: Fully AI-Generated Digital Worker

Benefits of Digital Workers Across Industries

New Generation of Human Work Automation

Get in touch

Start creating a digital human for your company today!

Developing Digital Humans: Top 5 Challenges When Crafting the Right Use Case

Table of contents

1. I Want a Digital Human for My Website Interactions

2. I Want a Digital Human With a Face That Can Operate Workflows

3. I Need a Digital Human With a Realistic, Specific Appearance

4. I Don’t Need the Face, I Just Want to Automate Processes and Save Time

5. I’m Not Sure What the Best Solution Is for My Business

Get in touch

Let’s find the right digital human for you!

How to empower digital email processing with Generative AI: 5 practicle examples

Table of contents

Email classification and routing trends

1) The knowledge base approach

2) Preprocessing and response automation

3) API hooks

4) Customer insight analytics

5) Data extraction from email attachments

Business results

Get in touch

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Interhome streamlines multilingual email analytics with Born Digital

Interhome streamlines multilingual email analytics with Born Digital

Use cases

Channels

Benefits

The challenge

The solution

The impact

hours per week saved for agents

emails analysed monthly

languages analysed

Want the same success for your team? Get in touch with our AI experts for a non-binding consultation.

Applications of AI Outbound Voice Bots in Debt Collection

Table of contents

How the outbound calling works

Benefit from Gen-AI powered solutions

Get immediate reactions at a lower cost

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Generative AI Voice Bot: Outbound Surveys for E-Commerce

Table of contents

Get responses from 83 % of customers

Effortlessly analyze collected feedback

How to implement the AI outbound voice bot today

Ensure human-like interactions

Grow your business

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

How to leverage customer insights to fuel growth and retention

Table of contents

The imporatnce of customer insights analytics

What customer data can you analyze and why

Questions you should be asking

Find your answers within dashboards

Business results

How to implement a customer insights analytics software

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Generative AI Solutions for Exceptional Customer Experience

Table of contents

What exactly is Generative AI?

What is the difference between Conversational AI and Generative AI?

Top Use Cases of GenAI in Customer Service

Business Benefits of GenAI

Overcoming Challenges

Conclusion

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

Digital Humans Explained: Top 5 Use Cases

Table of contents

Digital human is not only a chatbot’s successor

Unique synergy of technologies

Use cases: From banking to elderly care