Author: Kristýna Hrochová

Conversational AI in Healthcare: Top Use Cases

Conversational AI in Healthcare: Top Use Cases

Doctor and a child patient

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Given the rapid advancements in the field of AI, the healthcare industry is quickly embracing digitalization and automation across various processes. From handling basic administrative tasks to assisting in cancer diagnosis, AI is becoming an indispensable aid for doctors and clinicians. This technological integration is crucial for them to handle the increasing patient requests, especially considering the declining number of qualified professionals. Many healthcare workers are grappling with burnout due to frequent double shifts, and AI plays a vital role in supporting them and maintaining a firm grip on the ever-growing demands of their practice.

Conversational AI is a valuable tool for relieving the administrative workload in clinics and hospitals, enabling them to concentrate on what truly matters – patient care. Optum reports that a significant 72 % of healthcare leaders rely on AI to assist with nonclinical administrative tasks, and this trust is backed by tangible results from implemented products. Now, let’s delve into the typical use cases of conversational AI in this domain.

Use Cases of Conversational AI in Clinics and Hospitals

Numerous practical use cases offer benefits to both doctors and patients, and the range of applications is expanding daily. Let’s explore some of the most common and already tested applications in practice:

Virtual Nurse Assistants

Virtual Nurse Assistants are helping patients with daily monitoring of their health status, collecting data and flagging the symptoms or irregularities. The doctor’s do not have to monitor their patients daily but can only focus on the key vulnerabilities of the patient. The chatbot can help with tracking the symptoms and also include some educational content, providing patients with information such as dietary recommendations, etc. On top of that, the virtual nurse assistant can schedule doctor’s appointments if needed. 

Scheduling Appointments

Facilitating doctor’s appointments can be a significant objective in itself. Does your clinic manage multiple departments, deal with irregular doctor shifts, and handle a high volume of patient requests at the reception desk? Introducing a simple chatbot, accessible on both your website and within their client account, can streamline the process for your patients, thanks to its seamless integration with your systems. 

The chatbot guides them through their options, assists in navigating the needed appointment, and suggests available slots with their preferred doctor. Patients can revisit the conversation whenever necessary, easily cancel or reschedule appointments to suit their preferences. This way, they avoid the hassle of scrolling through numerous options on your website or having to call the reception every time they need to book an appointment.

Sending Reminders and Important Information

Whether it’s an appointment reminder sent via text messages, email, or a brief call from a voice bot, keeping patients informed is crucial. You can also use this platform to notify patients about the importance of a preventive check-up or share any necessary information from your end, such as changes in doctor hours or billing. Leveraging conversational AI platforms, either on a regular basis or for specific outbound campaigns, helps in updating patients on essential information. 

Not all patients check your website regularly, and let’s face it, websites aren’t always up to date either. This approach helps prevent miscommunication, ensuring patients receive alerts and don’t miss their appointments, ultimately ensuring your doctors’ schedules are optimized for those who genuinely need treatment.

Managing Patients’ Health and Medication

Picture this: you open a user-friendly chatbot and inquire about anything you need regarding your patient’s medical records—such as their current medications or the results of the latest medical examinations or tests. The AI bot, seamlessly integrated with your database, can retrieve any required data within seconds. This eliminates the need for doctors to spend valuable time searching through the database. Additionally, the chatbot can also display charts comparing your patient’s results with the established norms, providing a comprehensive view of their health status.

Billing Management

Virtual assistants are here to simplify billing. They not only inform patients about the estimated cost for a specific appointment (if applicable) but also address any billing-related questions your patients might have using data from your price list or database. Moreover, the bot can handle transactions and generate the required confirmations for insurance companies, freeing up your clinicians to concentrate on more complex tasks.

Automation of Creating Medical Reports

Here’s another innovative approach to leverage AI during medical examinations. Doctors can use tools like Jabra or others to record the entire examination, which is then transcribed in real-time. By the end of the appointment, the technology, employing a unique blend of generative AI and conversational AI, automatically provides the doctor with a summary and generates comprehensive medical reports, including prescription details.

 Moreover, the system can actively create prescriptions and requests for additional examinations. This not only relieves doctors of significant administrative tasks but also allows them to concentrate more on patient care. The integration with the systems ensures that all the necessary information is readily available for the next appointment, streamlining the entire process.

Collecting Patients’ Feedback

Initiate a seamless feedback process by employing virtual assistants to gather valuable insights post-patient interaction, whether it’s a visit or a surgical procedure. Patients can rate services on a scale, and the virtual assistant can pose follow-up questions, delving into why the patient was satisfied or dissatisfied. Remarkably, up to 80% of calls from voice bots collecting feedback receive responses, providing a substantial pool of valuable insights. This data empowers healthcare providers to continually enhance their services, addressing patient needs promptly and effectively.

Main Benefits

1. Higher Productivity: Implementation of AI technologies leads to increased efficiency and output in healthcare processes, allowing for more tasks to be accomplished within the same timeframe.

2. Lower Administrative Costs: Automation and AI contribute to a reduction in administrative overhead, freeing up resources that can be redirected towards patient care and other critical areas.

3. Better Quality Care: AI systems aid healthcare professionals in delivering improved patient care by providing accurate and timely information, enabling more informed decision-making.

4. 24/7 Availability: With AI-driven solutions, healthcare services become available around the clock, ensuring timely assistance and support for patients irrespective of the time of day.

5. Streamlining of Active Operations: AI streamlines various operational tasks, optimizing processes, and reducing the complexities associated with managing healthcare services.

6. Easy Access to Medical Records: AI facilitates seamless access to comprehensive and updated medical records, enhancing the continuity of care and promoting a holistic understanding of a patient’s health history.

7. Accelerated Workflows: The integration of AI accelerates workflows by automating repetitive tasks, enabling healthcare professionals to focus more on critical aspects of patient care.

Conslusion

Considering incorporating these use cases into your practice? Or perhaps you have your own innovative ideas on how your hospital or clinic can leverage Conversational and Generative AI? We’re here to offer our AI expertise and help tailor the most efficient solution to meet your specific needs. Feel free to reach out and book a non-binding demo. 

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AI Cold Calling – Outbound Campaigns That Convert Leads to Customers

AI Cold Calling: How to Convert Leads with Outbound Voice Bots

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Picture this: You sink into your sofa after a long day, and your phone rings. The voice on the other end is familiar, like a colleague needing to discuss post-work matters. Except, it’s not a colleague—it’s AI, introducing you to a product update or offer. With the use of generative AI, the outbound campaigns are becoming even more human-like, amplifying engagement and conversion rates. 

How AI Outbound Campaigns Work

Calling your prospect database

The AI voice bot can reach out to your entire database within just a few days. It skillfully shortlists prospects and scores leads based on their quality, providing your sales reps with an organized list for follow-up. Operating within a predefined scenario, the digital agent aims to uncover the level of interest and availability for a meeting with a human representative.

Updating your CRM

Drawing insights from your CRM or any other database, the digital agent automatically updates this valuable information based on the outcomes of each call. Need to be strategic about the timing of your calls? Absolutely. You have the flexibility to set the schedule based on your target group’s preferences—whether it’s reaching out in the morning or evening. Plus, you get to decide how many times and at what intervals the digital agent repeats the call if the prospect didn’t answer.

Further automation and sentiment analysis

We always share a valuable tip with our customers: and that is to streamline your processes even further. Alongside the AI call, we recommend automating additional operations—whether it’s keeping your database up-to-date, scheduling a meeting with a sales rep, or verifying customer identity.

Before transferring the conversation to a human agent, a lead’s likelihood of conversion can also be assessed using the powerful tool such as sentiment analysis. It’s like having your very own AI-powered assistant ensuring every interaction counts.

 

As we approach 2025, 75% of companies are steering towards integrating AI into their cold calling strategies, and the benefits of the outbound campaigns are quite clear. 

Benefits of AI outbound campaigns

Lower Costs and Higher Efficiency

By initiating conversations before prospects engage with human representatives, AI-driven calls reduce operational costs while boosting overall efficiency.

Lead Validation 

Overcoming the challenge of identifying the right leads, AI serves as a gatekeeper, validating and qualifying leads effectively. Interestingly, while 44% of sales reps might halt a sale upon facing negative feedback from their initial call, the digital agent operates without the option to pause. This not only keeps the process rolling but also diminishes the likelihood of a negative experience for the sales rep.

Spotting and Nurturing the Right Leads¨
AI goes through thousands of leads, identifying those with the highest potential for conversion. This streamlines support processes, from lead qualification to nurturing and conversion.

Common Use Cases and Success Factors

The insurance industry stands out as a prime use case, where individuals actively seek the best options available. Leaving their contact details in a form allows for swift follow-ups on the same day by both the AI agent and the human representative, ensuring potential customers aren’t left waiting. This step of leaving contact information often leads to the highest success rates, indicating a level of interest from the prospect.

Beyond insurance, other industries such as finance, property management, and energy distribution present similar opportunities. Each industry has its unique specifics, but adhering to some general principles is key.

  • Design Customer-Centric (Personalized Scripts):

Crafting personalized scripts is crucial. Consider the preferences and needs of your target group, ensuring the script aligns with the tone of your brand. It’s advisable to consult with experts, especially platform providers, to ensure your scripts comply with fundamental guidelines, including legal considerations such as acknowledging the interaction with a virtual agent.

  • Regularly Update Prospect Lists/Database:

Maintaining an up-to-date prospect list is essential. Even though the AI agent can recognize non-existing numbers, minor errors can impact campaign efficiency. Targeting the right prospects is equally vital – pitching a pension fund to a university student doesn’t align. The success of your campaign often reflects the quality of your database.


  • Automate After-Call Activities:

Extend automation beyond calls. Automate post-call tasks like updating CRM entries and scheduling meetings to streamline workflows. Born Digital’s platform allows you to achieve this seamlessly within a single platform.


  • Analyze Results and Refine Strategy:

Embrace change when necessary. If the numbers aren’t satisfying, don’t hesitate to tweak your script or strategy. Leverage data analytics to measure campaign performance, analyze results, and optimize future strategies. Continuous analysis and refinement of scripts, tone of voice, and overall strategy are crucial. Consultation with platform providers can also provide valuable insights.

Do you want to learn how to launch your own campaign within a few minutes? 

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Why contact centers need conversational AI

Why Contact Centers Need Conversational AI

Conversational AI

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What is Conversational AI

Conversational AI is like a skilled conversationalist, adept at understanding and responding to human language. Think of it as the brain behind chatbots and voicebots. These are tools that businesses use to talk to their customers – chatbots through text and voicebots through spoken language. Both use Conversational AI to make these interactions smarter and more human-like. Instead of following a strict script, they can understand what you’re saying and respond in a way that feels more natural and helpful.

Within customer service, especially in contact centers, Conversational AI is a transformative tool. It’s adept at handling a multitude of tasks – from addressing basic customer queries to providing complex product recommendations and support. This technology enhances the efficiency of your contact center while delivering personalized customer experience.

Is Conversational AI just a hype or is it here to stay?

Analyzing market trends, it’s evident that Conversational AI is not just a transient trend. Its market value is anticipated to skyrocket from US$ 9.6 billion in 2023 to an impressive US$ 47.6 billion by 2033. This remarkable growth, averaging 17.3% per year, is driven by continual advancements in technology and an escalating demand for sophisticated online customer service solutions. 

The statistics underscore a clear message: Conversational AI is shaping up to be a central element in the future of customer interactions.

How can you benefit from conversational AI

  1. Cost-Effectiveness: One of the most compelling advantages of Conversational AI is its potential to significantly reduce operational costs. By automating routine customer service tasks, businesses can minimize the need for extensive human intervention, thereby lowering manpower expenses.

  2. Operational Efficiency: Conversational AI streamlines complex customer service processes, ensuring a smoother, more efficient workflow. This leads to quicker resolutions and a more organized approach to handling customer interactions.

  3. Around the Clock Availability: Providing 24/7 customer support becomes feasible with Conversational AI. It’s always available, ready to assist customers at any time, significantly lowering waiting times and improving the customer experience.

  4. Elevating CX: Through its ability to deliver prompt and accurate responses, Conversational AI plays a crucial role in improving customer satisfaction and loyalty. It personalizes interactions, making customers feel understood and valued.

  5. Gaining a Competitive Edge: Businesses employing Conversational AI can differentiate themselves in the market. By offering advanced service, they can outshine competitors who rely on more traditional methods. 

  6. Minimizing Wait Times: Conversational AI effectively reduces customer wait times. It’s capable of handling multiple queries simultaneously, providing instant responses, and thereby improving the overall service speed.

  7. Boosting Agents’ productivity: By taking over routine inquiries, Conversational AI allows human agents to concentrate on more complex and nuanced customer issues. This not only increases agent productivity but also improves job satisfaction as employees engage in more meaningful tasks.

The Tech Backbone: NLP, NLU and LLMs Easy Explained

Natural Language Processing (NLP)

NLP is the foundational technology that enables machines to read and process human language. It’s the first step in transforming text into meaningful interactions.

 

Natural Language Understanding (NLU)

NLU builds on NLP. It delves deeper, interpreting the intent, context, and sentiment behind the words, enabling a more accurate and relevant response from AI.

 

Large Language Models (LLMs)

LLMs, like OpenAI’s GPT series, represent the pinnacle of Conversational AI. These sophisticated models are trained on vast datasets, allowing them to generate responses that are incredibly human-like. They understand nuances, manage complex dialogues, and adapt to various conversational scenarios.

The Benefit of Combining LLMs and NLP

When it comes to chatbots or voicebots, combining LLMs and NLP is like having a superpower. LLMs are great for general chatting on your website, answering FAQs, or having a casual conversation. They can keep the chat engaging and informative. But when you need to do something specific, like unblocking a card, NLP becomes crucial. It understands the specific request and knows how to act on it. Together, they make chatbots and voicebots not just talkers but doers, capable of both engaging with the customer and performing tasks efficiently.

Selecting right conversational AI vendor

When choosing a Conversational AI solution for your business, it’s crucial to evaluate several factors:

  1. Omnichannel Solution: The AI should offer scalable solutions across different communication platforms, ensuring a seamless customer experience regardless of the channel.

  2. Integration Capabilities: Check whether the AI can be easily integrated with your existing systems, like CRMs or telco providers. 
  3. Tailored Industry Solutions: Opt for solutions that are customized for your specific industry and use case, ensuring that the AI aligns with your unique business needs.

  4. Commitment to Innvoation: Choose a provider that is committed to continuous technological evolution, ensuring that your Conversational AI solution remains competitive.

  5. User-Friendly Interface: A solution that offers a no-code, intuitive platform is ideal, as it simplifies management and allows your team to leverage the technology effectively without extensive technical know-how.

At Born Digital, we offer a comprehensive, state-of-the-art Conversational AI solution that meets all these criteria and more. Our platform is designed to integrate seamlessly into your business ecosystem, providing industry tailored use cases available across all communication channels. 

Benefits of Conversation Analytics in Customer Service

Benefits of Conversation Analytics in Customer Service

Happy customer on the phone
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Why do you need the conversation analytics?

With 60 % of consumers choosing brands based on service expectations, how you engage with your customers can set you apart. This makes every interaction with customers a golden opportunity to stand out. It’s all about understanding their needs, frustrations, and perceptions. Remember, it only takes one bad experience for more than half of your customers to consider jumping ship!

But how can you identify key pain points and see where you might be losing your valued customers? How do you monitor and evaluate the performance of your customer service agents? The answer is AI-powered conversation analytics which is a powerful tool to transform your customer service approach and build lasting loyalty. By integrating conversation analytics into your strategy, you’re not just solving problems in your processes or custoemr experience, you’re enhancing the whole customer journey.  Let’s break down the key benefits of this data-driven approach:

Reducing costs with real-time analysis

Having a real-time conversation analytics is like having a bird’s-eye view of every conversation, helping you quickly identify trends and areas needing attention. Is it changes to billing details, trouble logging in, or questions about claims that are on your customers’ minds? Figuring out what your customers struggle with the most and the main reasons they reach out to you is key. 

Once you’ve got this insight, you can take meaningful action. Streamline your processes, introduce automation, and give your agents the training they need. This way, you could cut down on unnecessary interactions by as much as 30%.

Spotting Improvement Opportunities

Conversation Analytics goes beyond mere observation; it’s a tool for proactive improvement. By transforming each interaction into a learning moment, our clients have pinpointed areas for process enhancement and automation, leading to the automation of up to 53% of interactions. Our mantra to customers is to analyze first, automate second. Premature automation can be costly and damaging to your brand if it’s applied to processes that don’t need it.

Moreover, sentiment analysis at both the start and end of each interaction acts like an emotional barometer, giving you insight into the customer’s feelings. Is their frustration directed towards a specific agent, or is it about your delivery terms? Once identified, these insights empower you to make targeted, effective changes.

Improving Customer Experience and Loyalty

Conversation Analytics is pivotal in boosting customer experience and loyalty. It identifies critical areas needing improvement in customer interactions. For example, if it reveals a frequent issue of unclear information regarding product features, you can enhance training for your team to provide clearer, more comprehensive explanations.

This targeted action leads to better-informed and happier customers, fostering loyalty as they recognize your commitment to addressing their concerns and improving their overall experience. With the conversation analytics, our customers managed to increase the NPS score by 20 %.

What can you analyze?

  • Customer calls

The Conversation analytics allows you to filter the call interactions based on their sentiment, resolution time, and so much more. The days of picking 5% of customer-agent interactions to evaluate your whole contact center’s performance are over. The technology is much more precise in evaluating and analyzing these calls than humans are. Your customer sercive managers can filter only the calls with the worst sentiment and add the manual evaluation where needed. 

Plus, this tool helps check how closely agents stick to the call script. You can see if they’re properly introducing themselves, attempting to upsell or cross-sell, and even monitor their speaking pace.

  • Chat conversations

The tool extends to chat interactions too, offering real-time insights into how your agents chat with customers. This enables immediate actions, like launching a chatbot flow or posting an informational banner on your website, to cut down on unnecessary queries. 

  • Interaction with digital agents 

Just like with human agents, you can analyze how customers engage with your voicebots and chatbots. It lets you tweak conversation flows, change introductory lines, and much more, enhancing AI-powered interactions.

  • Email communication

For many companies, email is still a key communication channel. Dealing with thousands of emails? This tool sorts, prioritizes, and identifies which emails could be automated or pre-processed, streamlining your email management significantly.

How difficult is the implementation?

The implementation of our Conversation Analytics tool is remarkably straightforward and efficient. A Proof of Concept (POC) can be set up in just a few hours, requiring no training data or extensive setup processes. Clients have the autonomy to upload their conversation data, such as call recordings, directly into the system. This user-friendly approach means that you don’t need our constant involvement to get started.

Once uploaded, the data is immediately available in a pre-defined, easy-to-navigate dashboard. While this dashboard is designed for simplicity and immediate use, it also offers flexibility. Clients can customize the dashboard to suit their specific needs, ensuring that the analytics and insights align perfectly with their unique business requirements and goals. This blend of ease and customization makes the tool not only accessible but also highly adaptable to diverse customer service environments.

Starting Your Analytics Journey

1. Goal Identification

The first step in implementing Conversation Analytics is to clarify your business objectives. Are you aiming to enhance customer experience (CX), boost your Net Promoter Score (NPS), or cut down operational costs? Setting clear goals will guide the entire process and ensure that the analytics serve your specific needs.

2. Metric Selection

Next, decide what metrics you need to track. These could include first call resolution times, overall sentiment, or agent performance metrics like adherence to upselling or cross-selling strategies. Pinpointing these metrics will help focus the analysis on areas most impactful to your goals.

3. Team Training and Data Analysis

It’s essential to familiarize your team with the new tool. Analysis without understanding or observation is futile. Inform your agents about the analytics in place and how they can leverage this data to better meet customer needs. This step ensures that your team is prepared to use the insights effectively.

4. Implementation of Insights

Finally, be ready to act on the insights you gather. If you identify opportunities for improvement, embrace them. Whether it’s automating certain processes or introducing innovative solutions, taking decisive steps based on your analytics can lead to significant improvements in service quality and efficiency.

To sum it up, your company really can only benefit from the Conversation Analytics. If you’re ready to start analyzing and measuring the success of your customer service, Born Digital platform will definitely be a great starting point. 

Conversational AI in the Energy Industry – Challenges and Use Cases  

Conversational AI in the Energy Industry – Challenges and Use Cases

 

The energy industry is high-stakes, meaning that providers face a constant demand for quick, accurate, and reliable services in every interaction. The potential for power outages or urgent queries for meter readings are very different customer needs that can be streamlined with conversational AI. 1/5 of energy customers express dissatisfaction with the time it takes to connect with their provider, let alone receive a prompt response. Luckily, Born Digital is an innovator in the field of conversational AI, and can bring the latest AI capabilities to your energy business. Let’s explore how easy it is to enhance and streamline your overall customer service experience with Born Digital’s technology.  

First, let’s identify common issues energy providers face on their customer service contact channels:

 

Issue 1: Contact Center Overload in Times of Mass Outages 

In the energy industry, mass outages create a significant challenge for CX providers, impacting the quality of service at contact centers. This results in dissatisfied customers and overwhelmed CX representatives. Born Digital’s cutting-edge AI technology offers a strategic solution, effectively reducing waiting times, accelerating response times, and delivering personalized assistance through automation. Our digital agent is a pro at addressing customer needs during crises and seamlessly transferring customers to a human agent when necessary, ensuring quality service no matter the situation. 

 

Issue 2: Overwhelm from Routine Queries  

Customers reach out to their energy provider’s help centers for routine queries, more so than to address crises. The most common routine queries are billing issues, inquiries about energy pricing, concerns about meter accuracy, payment management, problems with debit and credit balances, and requests for meter installations or removals. Our AI-powered analytics identifies the common reasons for customer interactions, as well as any unique to your company. Our digital agent is then able to address routine customer inquiries, resulting in a reduction in wait times and agent overwhelm, fostering a more enjoyable CX experience for your customers. 

 

How does our technology help?

  • 24/7 availability

Providing 24/7 Support, Conversational AI in the energy industry ensures round-the-clock availability to answer frequently asked questions and handle inquiries. Whether addressing concerns about energy consumption, explaining billing details, or providing information about renewable energy options, AI-powered chatbots and voicebots contribute to an always-on-support system. 

  • Streamlining operations 

Streamlining operations in the energy industry with Born Digital’s conversational AI means more efficient handling of customer queries and internal processes. Our AI system excels in automating routine tasks like guiding customers through self-reading of electricity meters and managing meter unsealing requests, which significantly reduces the workload on customer service agents. By automating these repetitive tasks, our AI not only enhances customer experience through prompt and accurate responses but also optimizes internal operations, leading to increased efficiency and satisfaction for both customers and the energy provider. 

 

  • Avoidance of Duplicate Queries 

 Born Digital’s AI systems are designed to analyze and respond to customer inquiries before the chance for contact center overload is possible. For example, if a mass outage occurs and customers are calling in with concerns, our technology will recognize what phone numbers are registered under the outage areas. It will then ask if the customer is calling because of the outage so the call does not fall under the hands of the operator and avoids duplicities. The numbers that called in about the outage are then informed when the outage will be resolved, usually via SMS. This not only saves time for both customers and agents but leads to a more effective and efficient customer support process. 

Projections indicate a 25% increase in business process efficiency, positioning cognitive AI at the center of your business’ future success. Born Digital’s agents stand ready across multiple communication channels (chat, phone, email, etc.) to elevate productivity within your energy business.  

 

  •   Omnichannel approach

Born Digital can transform even the most complex and high stakes CX contact centers. Born Digital technology is able to cover all digital touchpoints and move seamlessly between channels. If you’re looking for a long-lasting complex solution and not a quick fix, we are here to help. 

 

If you’re ready to elevate your energy services with the power of conversational AI, sign up for a product demo today. Our technical experts will guide you through how Born Digital can uniquely address the needs of your energy company, taking your service to the next level. 

 

5 Emerging Trends in Customer Service: The 2024 Conversational AI Landscape

5 Emerging Trends in Customer Service: The 2024 Conversational AI Landscape

The year 2023 has experienced a dramatic transition in the domain of artificial intelligence, presenting it as a critical year of (r)evolution for innumerable enterprises and individuals alike, including our company. In the face of rapidly emerging technologies and the era of generative AI, now is the time for strategic adoption — a time to be alert and innovative, yet measured and thoughtful.

At Born Digital, we are constantly investigating the latest AI trends in customer service, and we’re eager to share our pragmatic view with you. Let’s explore these developments together and utilize them to create advanced customer service solutions as we move into 2024.


1. Knowledge Base Advisors: Your 24/7 Digital Experts

Rule-based chatbots operate without artificial intelligence. When interacting with such chatbots, they strictly follow a predefined path, adhering to human-made rules or a decision tree.

These chatbots prove effective in handling closed-ended questions, such as surveys, product feedback, or conference talk ratings. Additionally, they are cost-effective and simpler to implement compared to conversational AI chatbots. Although they utilize Natural Language Processing (NLP) to interpret user text input, their reliance on a rule engine makes them susceptible to challenges in navigating the complexities of human language. Implementing them as virtual assistants can also lead to user frustration when encountering limitations in the conversation flow.

2. Analytics and Hyper-Personalization ✨

The drive for personalization is stronger than ever, 73% of customers expect customer service representatives to understand their specific needs as Salesforce reports. Consequently, analytics play a critical role in decoding customer behaviors, enabling hyper-personalization in service delivery. AI tools are becoming adept at predicting customer needs and customizing interactions based on past interactions and preferences. By leveraging these insights, we empower your company to deliver a bespoke service experience that exceeds customer expectations. 


3. Digital Humans: Conversational AI meets Visual AI

Visual AI, particularly in the form of digital humans or personas, is redefining the customer experience by adding a human touch to digital interactions. These AI-driven personas can simulate human emotions and expressions, providing a more engaging and personable interaction than traditional chat or voice interfaces. In the digital landscape where brands are fighting for consumer engagement, digital personas represent a fusion of technology and human-like interaction, projected to be embraced by brands who are aiming for AI-based selling, and a superior customer experience at their physical branches or online. Now is the time to give your brand the voice and face it deserves.


4. Omnichannel approach to cover all digital touchpoints 🪄

Zendesk reports that 73% of consumers wish for the ability to move seamlessly between channels, which our omnichannel solutions provide. The convergence of voice, chat, email, social media, and even VR/AR platforms into a cohesive customer journey ensures that consumers can pick up where they left off, regardless of the channel they choose. This is imperative as more than half of contact center leaders anticipate an increase in interaction volumes over the next 18 months.AI tools are becoming adept at predicting customer needs and customizing interactions based on past interactions and preferences. By leveraging these insights, we empower your company to deliver a bespoke service experience that exceeds customer expectations. 


5. Voice AI and Emotion Recognition

The final trend is the advancement in Voice AI, coupled with emotion recognition technology. While 81% of agents, as per Salesforce, still believe that phone calls are the preferred channel for solving complex customer service issues, the integration of emotion recognition enables AI to detect subtleties in a customer’s voice, allowing for empathetic and effective responses. This trend reflects an understanding of not just the content of customer communication, but also the context and emotional state, enabling a more personable customer service interaction. Moreover, it comfortably bridges the gap between the physical and digital worlds for consumers who are still rather hesitant to adopt the newest technologies.


At Born Digital, we’re not just following trends; we’re creating them. Our mission is to support you in delivering a customer service experience that’s ahead of its time. Ready to redefine customer engagement with digital humans of knowledge base advisors? Let’s talk! 

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

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