Author: Ryan Brown

Digital Humans in eCommerce: 5 Use Cases

Digital Humans in eCommerce: 5 Use Cases

Table of contents

What are Digital Humans?

Digital Humans are virtual human-like AI characters, which can be implemented in any industry to improve the customer experience. Similar to chatbots, digital humans are experts at handling essentially any administrative task they are given, however, they are more technologically advanced than the chatbot. Their main difference from chatbots is the physical appearance of digital humans, but they are also able to interpret the body language of customers, judging their tone and attitude, and adjusting their virtual appearance accordingly. This added benefit of body language detection and expression gives digital humans the ability to create closer relationships with customers, which can help increase your turnover rate for online, and in-store purchases. While they are not an attempt to replace human contact within customer service, digital humans are the next step in the evolution of AI technology. 

Benefits of Digital Humans

Digital humans include all the benefits of chatbots, while offering several advantages. Just like chatbots, they can handle around-the-clock customer inquiries, increasing customer satisfaction without increasing wages. They also have incredible scalability and can be customized by any business to work most efficiently for them. Managers can change the tasks digital humans deal with depending on what they need at the time, making them a multi-use technology with endless possibilities. Digital humans are not just for customer communication, they are also highly capable of executing tasks like drafting and sending emails, cold calling, and recalling past customer information.

Digital humans come with the added benefit of a human appearance, which gives them a significant advantage when compared to the chatbot. This feature can help ease any hesitations certain people may have to interact with AI, which is an apprehension many people still have. On the other hand, the appearance of a digital human can offer all the comfort of talking to a real person, without having to actually speak to a real person. Additionally, digital humans can create a safer environment for some customers who do not feel comfortable sharing some information with a real human. In retail, this can be useful when discussing potentially sensitive information like clothing size or personal preferences. For example, a woman shopping for clothing may feel more comfortable “speak[ing] to a female-presenting digital person about bra fittings” (The Verge). This kind of customization being available to customers allows them to curate their own experience and feel as comfortable as possible working with digital humans.

Use Cases for Digital Humans in eCommerce

In general, when a customer seeks to return a product, you encounter one of two situations: they either aim for a refund or wish to exchange the item.

1. Human-like Interaction

Many people have an apprehension to using AI technology, and the transactional interactions offered by chatbots and voicebots do not foster a comfortable or trustworthy feeling in their responses. Digital humans differ in that they use visual AI to mimic human body language and respond to vocal and physical cues appropriately. Combined with the benefits of any virtual assistant – recommendations, payment assistance, shipping and handling help – digital humans help build brand loyalty and customer trust. Being able to offer natural flowing conversations around the clock is a large advantage for e-commerce companies and is available with the implementation of digital humans. 

2. Sales Advising

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. Crossing the divide between eCommerce and physical retail, digital humans can now be found in kiosks at brick-and-mortar stores, providing easy access to all the information and assistance typically available online. Kiosks featuring digital human assistants are becoming more and more popular for many businesses in an effort to offer more high-tech and interactive solutions to customer interactions. 

3. Creating Brand Image

Since their appearance is infinitely customizable, digital humans can act as a familiar face for companies that successfully market their own digital humans. Many companies have found a mascot for their business, whether it be GEICO or Michelin Tires, which fosters brand recognition and familiarity in customers; when they see the mascot, they are instinctually reminded of the products associated with it, and therefore become more likely to buy their particular brand. Companies can take advantage of digital humans flexibility and use it to promote themselves across different media streams. With higher exposure, recognition will increase, which drives customer traffic up. 

4. Product Demonstrations

Digital humans are able to showcase a product and it’s unique features in an engaging and interactive way, which increases the likelihood of purchases and effectively decreases cart abandonment rate. Offering customers a view of what a product would look like used or worn by an actual human, visual AI aids revolutionize the shopping process and can help increase the trust customers have in their purchases.

5. Personal Shopping

Thanks to their human-like movement and appearance, digital humans are more capable at forming relationships with customers. A benefit of forming this relationships is an added trust between business and customer. Digital humans are able to store information about individual customers to better understand their purchase history and preferences. Digital humans can use this information to monitor new releases or restocks and notify customers of purchase opportunities. 

Future of Digital Humans in eCommerce

Since digital humans are already the successor of the chatbot, it is no secret that AI technologies are being developed faster than ever before. New technologies being available to business create opportunities that were previously impossible. Digital humans are also able to leverage their human-like appearance to gain followings for their customized personality. Having a recognizable physical and digital appearance allows digital humans to gain fan-like followings, which can then be used to promote certain products through methods like brand partnerships.

 

Why Born Digital?

Born Digital specializes in AI technology that can be used by businesses to maximize their operations. We sell our products with the hopes that our clients can simply implement them, design them to fit their unique needs, and start enjoying the benefits of virtual assistants as soon as possible. We focus on bridging the gap between customers and businesses by implementing the most specifically designed, customer focussed services. Using the strengths of modern technology and human interaction, Born Digital digital humans are cutting edge assistants businesses can trust to handle customer facing interactions. 

We believe in a future where humanity and technology seamlessly come together. Our solution uniquely combines the latest in AI to enable your business to automate an infinite number of active operations while providing unparalleled customer engagement.

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

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Conversational AI in eCommerce

Conversational AI in eCommerce: How Online Retailers Can Benefit from Digital Assistants

Table of contents

The introduction of online stores to the retail industry permanently shifted the way consumers think of shopping. Instead of needing to travel to a physical store, you can easily shop online for anything you may need. While improving convenience for customers, e-commerce also provides opportunities for retailers to maximize their sales, collecting income from both in-store and online purchases.

Equipped with machine learning and natural language processing capabilities, conversational AI is the next step in advancing the online shopping experience. As more companies pour money into their online shops, retailers must implement the best available technologies to set themselves apart from their competition and offer the most pleasant user experience.

Top Challenges Faced by Online Retailers

Common issues in the e-commerce space include high return rates, frequent cart abandonment, and support agents with too many responsibilities to handle. 

It is estimated that online retailers experience return rates of up to 30%, whereas their brick-and-mortar counterparts face a rate of around 9%. While return rates can be different depending on which industry you look at, the difference between online purchase and in-store purchase returns is an issue that impacts e-commerce as a whole. These high rates of return can be due to changing customer preferences, inaccurate product listings, or even a lack of information during the purchasing process, all of which can be aided by the implementation of AI technologies. Conversational AI can also help reduce the rate of cart abandonment for online retailers, who often experience customers losing interest in their shopping experience before completing an order. 

The average cart abandonment rate across all industries is 70%

Due to the recent increase of online shopping, human representatives are often overwhelmed by the amount of incoming customer requests. Employing a team of human agents can be costly and time-consuming for businesses. With the development of conversational AI technologies, retailers are now able to delegate routine customer inquiries to chat and voice bots to reduce expenses and streamline the customer experience. 

Benefits of Conversational AI in Retail

Conversational AI is useful in the retail industry, as it is a data-driven and cost-effective method of improving customer experience and maximizing company profits. Using data derived from past experiences with customers, chatbots are able to naturally communicate with shoppers and update them with personalized recommendations and assistance. Offering prompt and accurate answers to questions, chatbots can make the shopping experience much easier, which increases the likelihood of a completed sale.

But, conversational AI doesn’t stop there! 

After customers have made purchases, AI technology can gather feedback from shoppers to understand sentiment towards the shopping experience and make suggestions for retailers. It can also help to proactively reduce the frequency of returns by being involved in each step of the shopping process, providing all pertinent information to the customer. 

Use Cases of Conversational AI in eCommerce

There are countless ways conversational AI and chatbots can be used to benefit the online retail experience. From basic help for customers to providing analytical information back to retailers, AI technology is setting new expectations for the overall e-commerce experience. 

Below are 4 use cases for conversational AI in e-commerce:

Offering a Personalized Shopping Experience

Using data from past customer behavior, including product interactions and purchases, conversational AI can provide informed product recommendations and promotional information. Being based on individual preferences, this raises the bar for the overall customer experience. Should customers have difficulty making decisions, conversational AI offers a solution by providing an informed comparison between products and highlighting the different benefits of each. When it comes time to check out, customers feel more confident in their purchasing decisions after working with a built-in chatbot, which decreases the likelihood of cart abandonment, which is an issue faced by many online retailers.

Offering a personalized shopping experience can increase satisfaction levels of employees, and can even increase consumer spending by up to 40%.

Strengthening Customer Loyalty Programs

Customer Loyalty Programs are seen by many as a ploy to increase sales, and many assume they exist for the benefit of the company, rather than that of the customer. However, having a strong customer loyalty program can mean increased revenue for a given retailer. In fact, according to a 2020 study by the Harvard Business Review, a strong customer loyalty program can help generate 2.5x more revenue for retailers, compared to those with a weak loyalty program. Chatbots can be assigned to communication pathways, sending material out to loyal customers after they take certain actions, like making a purchase or adding an item to their cart. Using shopping data like this to personalize the customer experience can increase customer loyalty and drive future engagement with retail sites. 

Automating Notifications

Online retailers have a reputation for sending out unnecessary amounts of advertising material and flooding customer inboxes with mostly irrelevant information. When customers want to receive a specific notification from an online retailer regarding something like an item coming back in stock or a price change, they may be deterred from doing so if they need to input an email address. Fear of an overcrowded inbox and email communications becoming less and less relevant as the years go on combine, causing customers to abandon their goals. With AI chatbots, these notifications can be sent through a multitude of different messaging platforms like Facebook, SMS, or online shopping platforms. The ability to integrate these different systems sets conversational chatbots apart from other automated systems and increases the customer experience.

Market Research and Feedback

With the emergence of conversational AI, collecting customer feedback and turning it into useful recommendations has never been easier. Oftentimes, after using an online store, customers can expect to be met with a survey that asks them all about their shopping experience. These surveys are often ignored as they can be seen as intimidating or unnecessary to customers. With conversational AI and natural speech capabilities, collecting feedback can be done engagingly and conveniently. Personalized questions make customers more willing to respond, since they easily know their answers, while natural language processing ensures comfortable and familiar communication. With conversational AI, online retailers can gain meaningful insights into their customer bases and refine their offerings and processes based on collected data. 

The Future of Conversational AI in eCommerce

The online retail industry has been booming since its beginning and shows no sign of slowing down. With large e-commerce websites like Amazon and eBay taking control of a large part of the consumer goods industry, many customers have become accustomed to relying on online shopping for many of their wants and needs. Now, with the implementation of conversational AI and chat and voice bots in e-commerce, this process will be both popular and personalized, increasing customer loyalty and raising expectations for how online shopping should be. Using chatbots to make the online shopping process easier will soon be a standard in e-commerce; in fact, “by 2024, the global consumer retail spend via chatbots is predicted to reach $142 billion, up from a mere $2.8 billion in 2019.”

If online retailers want to be ahead of the curve and set standards, instead of meeting them, adopting conversational AI technologies is the right decision.

Why Born Digital?

In conclusion, a user-friendly return process is pivotal for e-commerce success, attracting new customers and fostering loyalty. At Born Digital, our leading conversational AI solutions can streamline your return experience. Available in any language and any channel whether it be voice, social media, or web, we help you intelligently automate your e-commerce processes and promptly assist your customers wherever they already are.

Key features of Born Digital AI include:

  1. Advanced Integration Capabilities: Seamless integration with any website, as well as CRM, makes Born Digital simple to implement for any online retailer. Requiring no coding on the company’s end, Born Digital’s conversational AI software is convenient for businesses to implement into their pre-existing e-commerce systems.
  2. Multilingual Capabilities: Serving companies all over the world, Born Digital bots interact in almost all languages, making businesses accessible to a diverse clientele. This can help retailers that operate in one country broaden their horizons and increase their international customer base. 
  3. Sophisticated AI Conversations: Born Digital voice and chatbots engage in natural, dynamic conversations, replicating human interaction for clients to feel heard and understood, enhancing their experience; this is critical in e-commerce because customers need to express their desires and be confident they will be understood, and they will get a helpful response. Without clear and natural discourse, it can be difficult for customers to get what they need from online retailers, which can lead to issues like cart abandonment and low levels of satisfaction.

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

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Conversational AI in HR | Benefits and Use Cases

Conversational AI for HR | Benefits and Use Cases

Table of contents

HR personnel spend a lot of time dealing with repetitive tasks like onboarding, payroll, leave management, employee relations, and legal affairs. With this wide array of responsibilities, it can be difficult for HR staff and managers to deal with everything they need to in a timely manner. Increased responsibilities can lead to issues like delayed response times and inaccurate reporting, which can cause more problems down the line and impact areas like employee satisfaction and administrative efficiency. 

“76% of HR Leaders say their managers are overwhelmed by the growth of their job responsibilities” – Gartner

Using Conversational AI technologies to offload some of their responsibilities reduces the workload for overworked managers, and decreases costs for companies, who no longer need to overstaff their HR departments to reach goals. Conversational AI and AI bots provide solutions to common HR-related issues, like workplace management, compensation issues, and benefits management, which increases productivity and ensures internal satisfaction within a business. Implementing conversational AI in Human Resources departments establishes a bridge between management and employees, reinforcing the connection between the two and allowing for a more effective form of communication.

Challenges Faced by HR Departments

Human Resources is quickly becoming more than just an administrative necessity for businesses. With a hand in each department, HR is a strategic partner for businesses in planning and executing their goals. With increased responsibilities, however, comes an increased amount of challenges.

One issue faced by HR departments, especially in the post-COVID-19 world, is employee engagement. Many employees struggle to see their positions as important in the grand scheme of their companies, which decreases their desire to perform. Additionally, there is a rising sentiment among employees about when, and where, they should be permitted to work. Since the pandemic, many prefer working remotely, while many managers would prefer to have a full office. To understand their employees and the work environment they desire, managers should strive to increase communication between themselves and their teams. With conversational AI technologies, this goal can be met, and there can be an increased understanding between managers and employees, creating a more efficient and pleasant work environment.

As HR becomes more relevant in all aspects of a business, more tasks are put on the plates of HR employees. Dealing with tasks like recruitment, candidate screening, onboarding, off-boarding, and leave management, HR staff can easily find themselves buried under an overwhelming amount of work. Conversational AI offers a solution to this problem, with the ability to handle many of these tasks, taking the responsibility away from HR employees. 

Benefits of Conversational AI

Using conversational AI to deal with HR processes can help businesses tackle difficult tasks, and redistribute resources to focus on other, non-automated processes. HR representatives, who deal with issues of understanding employee’s perspectives, can use AI technologies to send out surveys and gather employee feedback about topics like workplace environment, preferences for remote or in-person work, and individual purpose in the company. This increases employee engagement and develops a better sense of understanding for managers to know what their employees want.

With the abilities of chat and voice bots at their fingertips, companies can simultaneously deal with tasks like employee acquisition and routine processes in a cost effective manner. Allowing AI to take over the more routine processes of an HR department gives human agents more time to deal with more complex issues; conversational AI is also able to evaluate certain situations and determine if they require the intervention of a human agent.

Use Cases of Conversational AI in HR

Using conversational AI to maximize efficiency in HR will benefit businesses in many ways. Below are 5 use cases to illustrate how conversational AI can be used in HR:

Employee Recruitment

Conversational AI completely changes the recruitment landscape for managers, taking over many roles at once and reducing the amount of pre-selection work for hiring managers. AI technologies are able to gather information from candidates and then analyze it to make suggestions to agents about the best suited candidates. AI can benefit the recruitment process by making applicants feel more valued in the process, asking questions about job and compensation expectations, and career aspirations. With it’s ability to tackle multiple tasks at once, conversational AI is able to analyze individual applicants, while handling scheduling duties to ensure an efficient recruitment timeline. 

Promoting Equity in the Workplace:

Conversational AI’s ability to handle administrative duties like these are impressive and beneficial for employers, but the use of AI can also benefit companies in terms of offering an equal-opportunity recruitment process. Implementing AI technologies for the hiring process can prevent unconscious biases from playing a role in recruitment, ensuring a more equitable workplace.

Onboarding Assistance

The onboarding process can be tedious for new employees and managers alike. This process is also a formative time for a new employee to form an opinion about their company and employer, so it is important that managers offer a good onboarding experience. Therefore, implementing AI technologies to streamline this process can be cost-saving and efficient for businesses. Conversational bots can offer information to new hires that will help them in routine onboarding processes. If a new employee faces difficulties in any administrative tasks like filling out forms or setting up accounts, AI can provide assistance to set them back on track, involving a human manager when it is deemed necessary. 

Internal Engagement

Born Digital conversational AI can be programmed to routinely send out forms to employees to gather information about the workplace attitude towards certain things. Regularly checking in with employees helps managers gather feedback on workplace experience and any individual issues/ concerns employees might have. Using AI technology to automate the collection of employee opinions can help managers to deal with any issues expressed in a timely manner, getting ahead of a larger issue before it occurs. Using AI to connect with employees can also help foster a sense of community in the workplace, creating a sense of understanding between employees and their managers. 

HR Processes

Just as they can help with the onboarding process, AI bots can help with managing basic, day-to-day HR processes. Conversational AI can handle tracking employee attendance, progress, and engagement. They can also process routine paperwork like leave requests and overtime payments. In fact, conversational AI can assist with many payroll related inquiries, giving answers and explanations when prompted. When employees need clarification on standard processes for certain tasks, AI can easily find this information in a company database and provide the information in a timely manner. 

Promoting Diversity and Inclusion in the Workplace

A benefit of using AI for businesses is that they eliminate all conscious and unconscious bias from the tasks they handle. In the onboarding process, AI bots only take into consideration information that is relevant to the requirements of the position. Therefore, factors like race, sexual orientation, and disability can be ignored by the AI bots, offering a more level playing field for all applicants. As businesses become more focussed on highlighting diversity in the workplace, they can utilize AI technologies to send out newsletters and articles to employees to increase their understanding of social issues that affect their line of work, encouraging employees to be more aware of their position in the world, as well as that of fellow employees.  

The Future of Conversational AI in HR

As conversational AI technologies continue to develop, it will become standard for businesses to use the technology to improve their HR processes. Tasks like processing day-to-day forms, gaining employee feedback, and answering basic inquiries can become burdensome, especially at larger firms. Therefore it is more cost and time-efficient to pass these duties off to an AI bot. 

“47% of employees believe generative AI will make their jobs easier and improve efficiency” – BetterWorks 

AI is also becoming more effective in providing analytics to HR departments, as they can analyze employee-manager interactions, employee performance, and even look at long-term employee retention for the company. Analytics are then provided to managers, along with suggestions from the AI bots for how to improve performance, increase efficiency, and decrease costs. There are also developments in the realm of Digital Humans, which combine the human-like communication offered by voice bots and a realistic physical appearance, which enhances the user experience and makes interactions feel more natural. Conversational AI technologies are also being developed to offer enhanced personalization for users. HR departments will be able to use AI to offer services like personalized training plans for new employees, personalized schedules for offices, and a personalized experience for individual applicants looking for open positions. 

Why Born Digital?

Implementing conversational AI into HR departments will prove to be effective for businesses, as it can make many standard processes much easier to complete while opening up time for managers and HR representatives to deal with more complex tasks, which require more attention. As these technologies get more popular in the industry, applicants and employees will start to expect to deal with a chat or voice bot, as they are the easiest and most reliable option for dealing with inquiries at any time. Using Born Digital AI solutions allow for businesses to get ahead of their competitors and streamline their HR processes, increasing efficiency and overall satisfaction.

Key features of Born Digital AI include:

  1. Advanced Integration Capabilities: Seamless integration with any website, as well as CRM, makes Born Digital simple to implement for any HR department. Requiring no coding on the company’s end, Born Digital’s conversational AI software is convenient for businesses to implement into their pre-existing HR systems.
  2. Multilingual Capabilities: Serving companies all over the world, Born Digital bots interact in almost all languages, making businesses accessible to a diverse clientele. This also allows for all candidates to have an equal opportunity in the hiring process.
  3. Sophisticated AI Conversations: Born Digital voice and chatbots engage in natural, dynamic conversations, replicating human interaction for clients to feel heard and understood, enhancing their experience; this is critical in HR because of the constant communication between employees and management. Without clear and natural discourse, it can be difficult for employees to get what they need from HR departments, and vice versa. 

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

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Conversational AI in the Telecom Industry

Conversational AI in the Telecommunications Industry - Benefits and Use Cases

Table of contents

As the world becomes more reliant on telecommunications, it is crucial that companies consider different alternatives for handling certain tasks, and understand how certain alternatives can benefit them in terms of efficiency and cost. While 5G opportunities increase and continue to change the essence of connectivity, new possibilities for technological development are constantly emerging. In fact, the implementation of 5G means mobile data traffic could triple by 2029. This drastic increase in web traffic means there will be an even greater workload on telecom operators and providers, who are already operating in an extremely competitive market.

The way telecommunication companies can set themselves apart from their competitors is by offering unmatched customer experience. It is true that customer service from telecom providers is often unreliable, so breaking this stigma can establish your company as a top option. This is a result of overloaded customer service representatives, who can be relieved by the inclusion of conversational AI. Chatbots allow providers to assist their customers in the most convenient way, including 24/7 agent availability, decreased waiting times, and full support for frequently asked questions.

Benefits of Conversational AI

Implementing conversational bots as a primary line of communication between a company and its customers has a wide range of benefits. From cost saving solutions to strategies for improving different aspects of the customer experience, the Born Digital platform can help telecommunications companies achieve goals like:

  1. Improved Customer Experience
  2. Reduced Costs
  3. Sales and Marketing goals
  4. Increased Engagement

5 Use Cases for Telecom

  • Smart Routing

Telecommunications phone lines are continuing to get busier as companies continue to offer more services. Therefore, it is important that telecom providers are delegating online/ telephone traffic in the right direction, to maximize efficiency. Conversational AI can analyze customer service data to understand how to optimize the routing of web traffic, and avoid unnecessary and unhelpful transfers. This can decrease wait times for callers and increase the possibility of helping clients successfully, improving customer satisfaction.

  • Checking Billing Statements

Conversational AI bots are able to access customer accounts, using information provided by the customer to verify their identity, and can provide information about billing and payment history. Customers who need to check their past or present statements can easily contact a chat or voice bot and be provided with accurate information. They can also make payments through the bots, leaving human representatives available to answer more complex questions from other customers. 

  • Changing Service Plans

Conversational AI bots are able to access customer accounts, using information provided by the customer to verify their identity, and can provide information about billing and payment history. Customers who need to check their past or present statements can easily contact a chat or voice bot and be provided with accurate information. They can also make payments through the bots, leaving human representatives available to answer more complex questions from other customers. 

  • Customer Authentication

Telecommunication companies have to ensure the security of their customers’ information and accounts, as most people rely on their services to communicate with loved ones, and connect with others. Using conversational AI can help keep accounts secure by requiring customers to verify their identity before providing them with any information. AI bots are equipped with the information necessary to confirm customer identities and can detect when someone is attempting to gain access to an account that is not theirs.

  • Customer Analytics

With Born Digital’s AI analytics, companies can have their data analyzed by a digital assistant, and have visualizations made to help executives understand trends in different aspects of the company. This tool can analyze customer interactions with agents, detect changes in tone and mood, transcribe conversations, and make suggestions for improvement based on data. This can help companies improve their customer satisfaction level and reduce costs where necessary.

The future of conversational AI in Telecommunications

The future of conversational AI in the telecommunications industry is bright. With a constant increase in offerings from companies, there is also an increase in customer size and usage. This opens up many opportunities for AI to be used to better handle frequent customer requests, and analyze the best areas for companies to invest their resources. Currently, telecommunications relies on IVR systems to send automated and prerecorded messages to customers, but with AI technologies, they can send human-like voices in these messages, and include circumstance specific information to better connect and communicate with customers. 

With the development of 5G and the seemingly constant release of new IoT devices, conversational AI can be used to manage and control these devices, as they would be able to learn from their individual user and help them in a more personalized way. Chat and voicebots would also be able to provide assistance and information to users when requested, or when they determine it to be needed, like in emergency situations.

Why Born Digital?

The telecommunications industry is unique in the sense that it is constantly evolving, offering new opportunities for companies and customers to expand their usage of mobile data. Adopting conversational AI software is a great option to guarantee customers get the customer service, and any other assistance they may want, when they want it. As the industry continues to expand, these expectations will be more standard amongst customers, and using Born Digital will allow companies to get ahead of their competitors in setting these expectations:

Key features of Born Digital AI include:

  1. Advanced Integration Capabilities: Seamless integration with any website, as well as CRM, makes Born Digital simple to implement for any telecommunication firm. Requiring no coding on the company’s end, Born Digital’s conversational AI software is convenient for telecom companies to implement into their already existing customer service platform.
  2. Multilingual Capabilities: Serving companies all over the world, Born Digital bots interact in almost all languages, making businesses accessible to a diverse clientele.
  3. Sophisticated AI Conversations: Born Digital voice and chatbots engage in natural, dynamic conversations, replicating human interaction for clients to feel heard and understood, enhancing their experience; this is important in telecom as sensitive information like billing and mailing details are being dealt with, and it is important that customers feel comfortable speaking to chat/ voice bots.

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

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Conversational AI in Insurance: 5 Use Cases and Benefits

Conversational AI in Insurance: 5 Use Cases and Benefits

Conversational AI

Table of contents

Conversational AI is becoming significantly more important in the insurance industry as its capabilities to revolutionize customer interaction and the provision of service continue to increase. By integrating AI-powered chatbots and virtual assistants, insurance firms and providers can enhance the policyholder’s experience by providing instant and constant support, personalized recommendations, and detecting potentially fraudulent claims. AI also benefits those working in the insurance industry by providing analytics of interactions between customers and representatives, identifying common keywords in customer interactions, and improving agent behavior to better communicate with customers in the future.

Below are five cases of the use of conversational AI in insurance.

Use Cases and Benefits

  • 24/7 Customer Assistance

Having virtual assistants as an option for customer service ensures that policyholders will be able to get the assistance they need, whenever they need it. Chat and voice bots can assist with common requests like retrieving policy information, claim management, and handling questions regarding billing. Virtual assistants are designed to provide personalized assistance based on each customer’s specific needs and preferences. This, combined with 24/7 availability, makes chatbots an important asset for insurance companies. Often, with insurance-related inquiries, there is a sense of urgency motivating customers, so immediate and detailed responses are crucial for customer satisfaction. 

This increased satisfaction is proven in the fact that 69% of people prefer to communicate with a chatbot, specifically because of their prompt response time and ability to provide solutions almost immediately. Using AI to offer round-the-clock customer service enhances not only convenience for customers but also efficiency for insurance companies. 

  • Automation of Routine Tasks

Conversational AI tools can also be used by companies to reduce unnecessary costs by automating routine tasks that many insurance agencies face daily. Using chatbots to handle these routine tasks will ensure that human agents are spending their time on more complex tasks that require extra attention, instead of those that can be easily automated. Tasks like simple filing of claims, or ordering and mailing new insurance cards do not require the attention of an educated human agent, and can therefore be delegated to AI to maximize cost effectiveness for insurance companies.

Vision AI is also being used to automate routine tasks in the insurance world. This type of AI is enabled to interpret and understand the visual world and has been harnessed by the insurance world for tasks like damage assessment. Customers are able to upload images of incidents they’d like to file a claim for, and vision AI can assess the image and provide claim information to the client.

  • AI-Powered Insights

AI analytic tools are useful in the insurance industry as they can provide insights into customer interaction and company efficiency. Analytical tools are capable of transcribing phone calls and online customer interactions, providing managers with information about effective customer interaction. With this information, analytics can then perform keyword identification for these interactions, allowing companies to pinpoint terms that are used most often, and understand which topics, or issues, customers typically call for and plan for an increased amount of attention in these areas. Additionally, keyword identification through AI analytics can also be used to connect what terms used in customer interaction most often lead to a sale, which, again, allows companies to equip their representatives with this critical information.

  • Personalized Recommendations

Conversational AI plays a pivotal role in transforming the insurance agency landscape, particularly through its ability to offer personalized recommendations. Insurance agencies can utilize conversational AI platforms to provide tailored recommendations to clients based on their unique needs, preferences, and risk profiles. For example, a chatbot for an insurance agency could analyze specific customer data, like past interactions, insurance claim history, and demographic information to provide the best possible service to the client, including potential policy enhancement. This kind of customization and personal experience enhances customer satisfaction, which, in turn, increases the likelihood of sales.

  • Customer Engagement and Education

In the insurance industry, it is important that customers be aware of things like their needs, policy options, and important terminology relevant to the industry. Insurance agents and representatives have more pressing responsibilities than to educate their clients on some of this information and can, therefore, use conversational AI to engage with policyholders to streamline this duty. Virtual assistants can send out routine reminders, alerts about things like coverage changes, and relevant information based on individual needs. To ensure policyholders’ awareness of important information, insurance companies can delegate conversational AI to send information to clients regarding information on insurance terminology, emergency alerts, and risk management strategies. 

Future of Conversational AI in the Insurance Industry

As conversational AI technology continues to develop, becoming increasingly more popular across industries, it is important for the insurance industry to understand how their future use of AI will look. With advancements in natural language processing and machine learning, conversational AI will accelerate claim settlements, and reduce operational costs for insurance companies. Additionally, conversational AI is being developed to integrate with emerging technologies like IoT (Internet of Things) and technological wearables. This will allow insurance companies to collect real-time data for risk assessment, and individualized pricing. There are also many use cases being investigated to increase efficiency in different areas.

Why Born Digital?

The progress of conversational AI within the insurance industry foretells transformative changes, driven by both current applications and the emergence of new use cases for the technology. As the number of insurance companies adopting conversational AI into their business models continues to increase, insurance providers are going to be faced with higher expectations from customers in terms of response times, availability, and streamlined overall customer interaction. Luckily, Born Digital conversational AI solutions allow for these expectations to be met. 

Key features of Born Digital AI include:

1. Advanced Integration Capabilities: Seamless integration with many policy management systems, as well as CRM, makes Born Digital simple to implement for any insurance firm.

2. Multilingual Capabilities: Serving companies all over the world, Born Digital bots interact in almost all languages, making businesses accessible to a diverse clientele.

3. Sophisticated AI Conversations: Born Digital voice and chatbots engage in natural, dynamic conversations, replicating human interaction for clients to feel heard and understood, enhancing their experience; this is important in insurance as sensitive information is being dealt with, and it is important that customers feel comfortable speaking to chat/ voice bots. 

4. Vendor Expertise: We have helped global insurance companies adopt conversational AI and streamline their customer support. One such multinational company is AXA which entrusts Born Digital to provide them with conversational AI solutions to speed up their digital transformation post-pandemic. AXA uses Born Digital to streamline customer communication in both voice and chat form, to automate email communications, and to detect potentially fraudulent claims. 

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