Author: Rawan Tafech

30 Cool Metrics You Can Measure with AI-powered Customer Insight Analytics

30 Cool Metrics You Can Measure with AI-powered Customer Insight Analytics

Utilizing AI-driven actionable insights to drive business growth and improvement.

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

The results? Powerful insights that lead to faster speed to proficiency, better retention and engagement rates, and higher satisfaction for agents and customers alike. 

 In this eBook, you will see the top 30 metrics can be measured by the customer insight analytics tool, and their significance to your business. 

Trusted by leading companies worldwide

Innogy
Tatry
Volkswagen
Samsung
Fleetcor
Axa

FAQs

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

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

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

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

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

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

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

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

Digital Humans Buyer’s Guide

Your Digital Human Buyer's Guide

Utilizing Born Digital's Digital Humans in your organization

So, you know what digital humans are. You might also be planning to launch your own digital human project this year. Or you might be exploring some of the alternatives out there. This eBook is for you – a candid look at the things you’ll need to know before starting your first (or next) digital human project. We’ve collected some of the most common questions we get about digital humans, and answered them to help you get maximum clarity and value from your projects.

Download our guide to educate yourself on the details, including:

• What are the use cases of Digital Humans?

• What are the benefits of using Digital Humans?

• Practical tips to implementing Digital Humans

Trusted by leading companies worldwide

Erste
Axa
Eon
Innogy
Samsung
J%T
Volkswagen
Netia
Fleetcor
Tatry

FAQs

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

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

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

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

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

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

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

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

A Buyer’s Guide to Conversation Analytics

A Buyer's Guide to Conversation Analytics

Utilizing AI-powered analytics for uncovering powerful insights.

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

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

• The role of conversation analytics in contact centers and beyond

• The technology behind AI-powered analytics

• The main use cases

• How to create the business case for analytics

• What to look for in a vendor 

Trusted by leading companies worldwide

Erste
Axa
Eon
Innogy
Samsung
J%T
Volkswagen
Netia
Fleetcor
Tatry

FAQs

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

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

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

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

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

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

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

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

AI-powered Email Management Automation

AI-powered Email Management Automation

Introduction

Despite email being the preferred customer service channel for many customers, businesses often struggle to manage email inquiries quickly and efficiently. The financial consequences of delayed responses and resolutions are becoming increasingly more significant, and this underscores the critical need for email automation solutions. Among the biggest pain points of managing emails are:

1. Having to manually categorize emails to determine which team to direct the queries to.

2. Delayed response times due to a large number of incoming emails and/or the lack of 24/7 availability.

3. Inconsistent responses due to varying levels of knowledge and training.

4. High costs of staffing a team to handle email support, especially as the volume of inquiries grows.

5. Handling complex or multi-intent emails can be challenging and time-consuming for agents.

Born Digital’s AI-powered email automation solution addresses these pain points by providing effective email-based support leading to an improved customer experience.

AI email automation for better efficiency

The solution leverages generative AI to autonomously handle over 60% of incoming email queries, ensuring quick and accurate responses around the clock. Seamlessly supporting multiple languages, it integrates with Born Digital’s omni-channel customer service platform, delivering a comprehensive and personalized support experience.
Powered by Large Language Models (LLM), AI Email Automation is able to understand complex, unstructured emails and accurately identify multiple intents and infer the object and urgency of the email. Taking it a step further, it identifies the user and delivers a contextual response grounded in user insights, reducing ticket volumes by up to 80% and improving first contact resolution by up to 20%.

Streamline email handling

Born Digital’s email automation can self-serve up to 60% of incoming emails and significantly reducing operational costs by up to 30%, leading to a 20% improvement in first contact resolution (FCR).

Advanced email understanding

Powered by Large Language Models (LLMs), Born Digital’s solution comprehends complex, unstructured emails, identifies multiple intents, and recognizes urgency and sentiment. This sophisticated understanding allows businesses to provide accurate and contextually relevant responses quickly.

Automated workflow triggering

This feature automates workflows by identifying the intents within emails, directing them to knowledge bases, escalating to the relevant teams, or transferring to agents for complex issues. Automating these processes ensures businesses can resolve queries promptly and efficiently.

Empathetic, personalized resolutions

Born Digital tailors responses by cross-referencing CRM data, detecting user sentiment, and following company guidelines. This approach ensures that each interaction is personalized and considerate, fostering stronger customer relationships.

Categorize and prioritize emails you receive

Seamless transition to human agents is ensured, with AI suggesting responses and triggering transfers when negative sentiments are detected, maintaining a human touch for complex queries. Agents are equipped with suggested responses, enabling quicker and more effective resolutions.

Easily integrate with existing systems

The solution integrates seamlessly with existing ticketing and CRM systems, ensuring contextual and efficient responses by leveraging customer insights from previous interactions. This integration helps in maintaining a coherent and comprehensive support system.

Get in touch with our experts to learn more about AI-powered email automation

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AI Outbound Dialing: Compliance Issues

AI Outbound Dialing: Compliance Issues

Introduction

Generative AI has rapidly advanced, offering new opportunities for contact centers. Voice bots can now engage in conversations that feel nearly human. Additionally, speech synthesis can produce voices that are almost indistinguishable from real ones, allowing for semi-realistic AI voice interactions.

For organizations aiming to enhance efficiency or handle large volumes of outbound contacts, the question arises: what compliance issues should be taken into consideration when considering bringing in AI to automate the initial conversations?

This article explores key compliance considerations for using AI voice to make outbound calls more efficiently.

Compliance Isssues

One of the biggest issues you will need to overcome when making automated outbound contact is how you’ll ensure compliance with the relevant legislation in the countries you are dialing into.

Automated dialing compliance

Most jurisdictions do not completely ban automated phone calls but have specific regulations that must be followed. For example:

In the US, the Telephone Consumer Protection Act (TCPA) requires telemarketers and debt collectors to obtain prior express written consent before making automated calls. For other calls, or when customers have agreed to automated contact, the FCC mandates that customers must be able to opt out of future calls at any time during the conversation, with this option clearly communicated at the beginning. Additionally, there is a three-call limit per residential phone number within a thirty-day period, alongside other TCPA restrictions.

In the UK, Ofcom requires that automated calls are made only to individuals who have given permission. If the AI connects the customer to a human agent, the transfer must occur without an unfairly long wait time.

In Australia, while there are no specific restrictions on automated calls, they must comply with ACMA rules, such as identifying the caller and the call’s purpose at the start. The Spam Act also requires providing an easy way to unsubscribe from future calls.

Before implementing an AI-driven outbound calling system, it’s crucial to consider compliance with these regulations. While countries like Australia have relatively straightforward rules, the US has more detailed requirements enforced by the FCC.

Privacy laws and customer data

Beyond compliance issues with automated outbound contact, broader privacy legislation must also be considered.

Training AI with customer conversations is essential for optimal performance. Without this training, the AI might struggle with the nuances of your customer interactions.

Some compliance requirements might be met by informing customers that calls will be recorded for quality and training purposes. However, other considerations include:

In GDPR-covered jurisdictions, customers have the right to be forgotten. This involves more than just deleting CRM records and call recordings if the AI has already processed this information.

Do you have the legal right to use customer data for AI training? While using call recordings with a disclaimer might be permissible, using additional customer data to enhance AI conversation quality could pose compliance risks.

Some jurisdictions limit the retention period for customer data. If the AI retains processed data indefinitely, this might introduce compliance risks.

Given these concerns, AI might be better suited for handling inbound calls. When customers initiate contact with a clear purpose, it minimizes compliance risks and leverages AI’s strengths in tasks like processing payments or retrieving information.

Technological and feasibility issues

Beyond compliance issues, several technological and feasibility concerns must be addressed before using an AI agent for outbound dialing.

Latency: How quickly can the AI respond to a customer? This is crucial for international calls, where delays of three seconds or more could negatively impact the customer experience.

Transcription issues: Can the AI accurately understand customer speech, considering call audio quality? Customers may become frustrated if they have to speak unusually clearly for the AI. 

Controlling the AI: What if the AI deviates from the prescribed messaging? There have been cases where AI chatbots behaved inappropriately despite controls, such as expressing romantic interest in users.

Utilizing customer data: With traditional dialing, agents can learn about the customer before the call and tailor their messaging. How will you leverage customer data with AI? If valuable information is available about the customer, it’s essential to use it effectively; otherwise, your calling performance may decline.

Handoff to real agents: How will you transition conversations to real agents, especially if the AI malfunctions? If the handoff occurs deep into the conversation, how will the human agent be briefed on the call’s context?

Get your free consultation with Born Digital

AI can significantly improve the efficiency of large-scale outbound dialing for specific use cases, as demonstrated by our clients at Born Digital. However, it’s crucial to understand and adhere to relevant regulations to ensure compliance.

We at Born Digital are experts in outbound AI voice bot solutions, having successfully assisted numerous clients in building and deploying their own bots. Our team of specialists ensures compliance with all relevant regulations, delivering efficient and effective AI-driven communication strategies. To learn more and get started, schedule a free, non-binding consultation with our team of experts.

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How to Qualify Sales Leads with AI

How to Qualify Sales Leads with AI

What is Lead Qualification?

A lead qualification process is a set of sales activities designed to identify leads that are well-suited for your product or service. For instance, during a discovery call, asking the right qualification questions helps in deciding which leads are ready for further engagement, such as a product demo.

Implementing a robust lead qualification process can significantly increase your close rates—potentially by 20, 30, or even 40%.

Without such a process, your Business Development Representatives might indiscriminately pursue every lead, resulting in a low number of successful deals and a considerable waste of time each week.

How can AI voice bots help you automate Lead Qualification?

When your leads are in the hundreds, they can be managed by your sales team. But when they get into the thousands, it’s a whole different game. 

The solution — conversational AI. 

Conversational AI combines generative AI, speech recognition, natural language processing, and machine learning, enhancing virtual agents’ ability to engage effectively with a wide audience. Consequently, virtual agents are moving from simple voice bots to sophisticated conversational platforms that boost their lead generation capabilities.

Deploying AI agents can speed up the process of qualifying leads, reducing or completely removing the need for human input. They can be designed to pre-screen leads with a set of predefined questions before they are introduced into the sales funnel.

Main features of Borndigital.ai's no-code bot builder studio

Using Borndigital.ai’s no-code platform, you can build an advance voice bot for your organization to qualify leads for you by asking a set of pre-defined questions. Our drag-and-drop builder allows you to easily build and customize bot conversations without requiring coding expertise. Key features for lead qualification bots include:

How to create an AI sales agent in 5 simple steps:

1. Create your agent

Using Borndigital.ai’s no-code bot builder, you can begin creating the voice bot which will qualify your leads. Here you will define the type of bot (chatbot or voice bot), its name, gender, language and accent, goals, and personality. You can also adjust its speed and pitch settings.

2. Build the conversation flow

The conversation flow is a structure that defines the sequence of a voice bot conversation with users. 

Here you can define the set of qualifying questions and other aspects of the flow. You will start with the introductory message (the first message the user will hear when the conversation starts) and the subsequent questions you would like to ask. Other interactions, for example the lead asking about your products or services, can be redirected to the generative AI node to enable the bot to provide a natural human-like response.

3. Train your agent on your knowledge base

The Knowledge Base is a repository of information that the voice bot can access to provide accurate and relevant responses to queries. You can enrich the knowledge base by adding website URLs or uploading documents. Having a knowledge base is important order to enable the bot to become an expert on your products or services. 

4. Integrate with your existing systems

To create an AI voice bot that qualifies sales leads, you can integrate it with various systems. It can connect with your existing customer data systems like CRM or use a manually uploaded list of leads. The bot can also link with your calendar to schedule calls between leads and your sales team, automatically handling meeting details. Additionally, the bot can initiate calls based on specific events, such as changes in a lead’s lifecycle stage within the CRM. Beyond these integrations, Borndigital.ai supports seamless connection with any third-party APIs.

5. Deploy and analyze

Borndigital.ai not only automates outbound campaigns but also analyzes interaction data to provide valuable insights. The Statistics section offers critical data on the performance of your lead validation voice bot, helping you refine your sales strategies. In the recordings section, you can listen to and analyze interactions, including transcriptions, for quality control and training.

Summary

In conclusion, creating a lead qualification voice bot using Borndigital.ai can transform your lead management process. Using the instructions above, you can set up a voice bot that not only automates the initial stages of lead qualification but also leverages advanced analytics to refine your sales strategies and improve engagement. The integration capabilities, along with the insights gained from detailed statistics and sentiment analysis, empower your business to effectively screen and nurture leads.

If you’re ready to integrate AI into your lead qualification process to, or if you have any questions about implementing your own sales lead validation voice bot, please don’t hesitate to reach out to our team of experts.

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How to measure call quality: practical tips​

How to measure call quality: practical tips

Table of contents

Nowadays, managing contact centers involves a more data-driven approach to refining call strategies than relying solely on personal experience. Modern cloud-based contact center technologies simplify the process of gathering and analyzing data from customer-agent interactions. Managers can use recorded calls and performance metrics to consistently pinpoint and address issues in call quality. They can then tailor training and modify processes and scripts to improve performance. This article will cover the importance of monitoring call quality, its definition, and how technology enables managers to do this effectively and smartly.

What is call quality?

Call quality evaluates how well contact center agents communicate with customers over the phone. Different contact centers have specific criteria for what constitutes good call quality; typically, it involves agents being courteous and effective, ensuring customer satisfaction with clear resolutions to their issues.

Meanwhile, call quality monitoring is the continuous practice of collecting and analyzing data from customer service calls to enhance the performance of a contact center.

What's the importance of monitoring call quality?

Given the significant impact of customer service on customer experience, sales, and retention, it is crucial for contact center managers to optimize phone performance, and monitoring call quality is key to achieving this. This can be likened to a top sports coach who tailors training based on observed player weaknesses rather than wasting time on already mastered skills.

Similarly, a contact center manager must adopt this coaching approach to consistently enhance agent performance by pinpointing individual and team weaknesses through effective call quality monitoring. This allows them to provide tailored training or resources, like specific technical papers or scripts for handling objections.

Additionally, managers can modify contact center processes to address these weaknesses broadly. For instance, if analytics reveal frequent call failures when customers inquire about a specific technical issue, managers might update training on this topic and adjust call scripts to include helpful language agents can refer to during calls.

How can you monitor call quality?

The primary goal of call quality monitoring is to enhance agent performance by identifying and correcting deficiencies in how calls are handled. To achieve this, contact center managers implement systems to gather and analyze data from customer interactions, seeking insights to improve service. This data might include:

• Call recordings

• Customer surveys

• Mentions on social media

• Information from other communication channels like live chat and email

For a practical example, consider a scenario where all agent phone calls are recorded and customer survey feedback is collected on a platform. When a customer leaves a negative review, the manager listens to the related call, identifies why it was unsuccessful, and coaches the agent on improvements for future interactions.

If a particular issue recurs frequently, managers might update the team’s standard operating procedures or scripts to prevent future occurrences. They could also disseminate the guidance provided to one agent across the entire team during meetings.

However, monitoring call quality can be challenging with a high volume of calls, as it’s not feasible to review each one and difficult to pinpoint the most common call handling errors. Here are some best practices for efficient call quality monitoring:

Automate the collection and analysis of call data

Call data includes elements like call recordings, live metrics, historical reports, and other metrics such as average handle time (AHT). 

Many companies leverage AI-powered contact center analytics solutions to automatically capture this data during conversations. This software also aids in analyzing the data, facilitating the identification of unsuccessful calls and the reasons behind their failure. Ultimately, using the right software to automate data collection and analysis is crucial for establishing a systematic approach to monitoring call quality.

Listen to the recordings critically

Simply collecting metrics through automation doesn’t provide a complete understanding of where an agent or process might be underperforming. A deeper analysis is necessary to grasp the issues fully. This involves listening to call recordings and considering specific questions:

• Is the agent adhering to the script?

• What triggers customer friction? Are there specific talking points that precede it?

• What types of questions does the agent ask?

• At what point does the call start to deteriorate?

• Were there missed opportunities to clarify information?

• Does it appear that the agent lacks essential knowledge about the product?

A detailed and critical review of an agent’s conversations can reveal nuanced problems with their approach, enabling targeted coaching to enhance their performance significantly.

Track the impact of impact of any new processes

Whenever you implement a new call handling process or update your script, it’s essential to monitor the effects of these changes to determine their effectiveness. By tracking and comparing key team-wide metrics such as average handle time or customer satisfaction scores (CSAT) before and after these changes, you can assess whether there has been a notable improvement. If you see a positive shift in these metrics, your adjustments are working well. However, if there isn’t a significant improvement, it might indicate a misjudgment in identifying the initial problem, suggesting a need to revisit your strategy.

Conclusion

Monitoring call quality to enhance agent performance is a crucial task for leaders in contact centers. True progress in this area can only be achieved through continuous measurement and analysis of call quality.

If you are searching for a tool that supports call quality monitoring and improves agent performance through features such as agent dashboards and sentiment analysis, consider exploring what Born Digital offers.

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What’s new in the Digital Studio: June 2024 release

What's new in the Digital Studio: June 2024 release

Index Parsing Methods Improvements to provide more accurate bot reponses

We have introduced new capabilities to enhance the parsing of documents into multiple chunks within the Index:

Simple Parsing Method – Delimiters: You can now split documents by setting a delimiter (ENTER or double ENTER). The document will be divided into snippets based on the chosen delimiter. Default delimeter means snippets will be parsed with the same approach as before.

Custom Parsing Method: Select specific areas to split into snippets using the SHIFT + ENTER command, allowing for more control over how the snippets are creating. For now, upload just one document at a time if you want to use this method.

Easily export and manage indexes from your knowledge base

We have enhanced our Knowledge Base tab to allow you to easily export and manage indexes. You can now export one or multiple indexes with a simple click. Additionally, we’ve updated the functionality to ensure that the exported indexes can be seamlessly re-imported.

Copy indexes functionality can be also used if you just want to copy the index (either to the same, or other project).

This will help you to move your fine tuned index from Test to Prod for example. All content of your index is exported (incl. snippets) and are uploaded to the new environment in the same way. You can also export and import whole project configuration, which includes also indexes now.

Share specific nodes or project paths

We redefined how the URLs are structured when using our product. The unique Project ID is now integrated directly into the URL structure, as well as information on which tab are you located and which element you have opened.

With this update, you can now share exact node paths or project paths within the conversation flow with your colleagues. When they access the shared URL, the connected project with the specified node will appear, streamlining teamwork and facilitating more frequent project sharing.

Additional changes

Global Fallback Counter in Answer Node: You can now create a global fallback counter for ANSWER nodes, instead of having individual counters for each node. This means, where applied, that fallbacks count in the whole conversation is considered.

Digital Email Processing tile has been removed from the main page, since email bot is now part/combination of both main products.

Technical Logs Removed from Sidebar: As part of our UI improvements, access to Technical Logs has been removed from the sidebar, resulting in a cleaner and more user-friendly interface

Application Performance: We have enhanced the performance and logic of the Digital Studio, ensuring greater efficiency and a smoother user experience.

Bug Fixes and Improvements: Model queries have been optimized for increased speed and efficiency, contributing to overall system reliability and performance.

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Webinar: How to get insights from customer interactions with generative AI

Webinar: How to Get Insights from Customer Interactions with Generative AI

The days of picking 5% of customer-agent interactions to evaluate your whole contact center’s performance are over.

With generative AI, it’s now possible to automatically analyze all interactions in a customizable dashboard. 

Born Digital’s AI-powered Customer Analytics tool not only gives you a simple summary but also provides you with actionable insights from the analysis of elements like customer sentiment and agent performance. Join our upcoming webinar to see this tool in action and get all your questions answered.

  • How to analyze customer interactions with gen AI for actionable insights
  • Why AI provides more precise analysis than humans
  • Best practices for seamlessly integrating AI into your processes without extensive training data

Want to put this in action?

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Webinar: The Use of AI Voice Bots in Outbound Call Automation

Webinar: The Use of Outbound Voice Bots in Outbound Call Automation

What will you learn on the webinar?

  • The applications of voice bots in automating outbound calls
  • The benefits of using voice bots
  • Practical tips for designing an outbound voice bot
  • How to develop a cold calling voice bot using the no-code Born Digital platform

Want to put this in action?

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