Category: Blog

Digital Workers: Transforming Automation with Human Touch and Cognitive Abilities

Digital Workers: Transforming Automation with Human Touch and Cognitive Abilities

Digital workers explained

Table of contents

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

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

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

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

Digital Workers with the "Human Touch"

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

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

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

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

Developing Digital Workers: Two Approaches to Realism and Flexibility

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

  • Mid AI Level: Actor-Based AI Digital Worker

  • These digital workers are based on recorded human videos, enhanced by AI to produce realistic human movements and expressions.

  • Ideal for roles where visual realism is essential, actor-based AI digital workers provide an authentic human experience.

  • This approach is less flexible, as it relies on pre-existing video content, making it best suited for specialized use cases requiring a high level of human likeness.

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

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

Benefits of Digital Workers Across Industries

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

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

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

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

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

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

New Generation of Human Work Automation

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

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

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RAG Conversational AI: Easily explained 

RAG Conversational AI: Easily Explained

RAG AI

What is Retrieval Augmented Generation (RAG)?

Retrieval-Augmented Generation (RAG) is a cutting-edge AI technique that strengthens the capabilities of large language models (LLMs) by integrating real-time data from external knowledge sources. While LLMs are powerful in generating content based on pre-existing patterns, they may fall short when deeper, more specific information is needed. RAG solves this by retrieving relevant data before responding, ensuring outputs are accurate, timely, and tailored to particular needs.

For conversational AI this means delivering faster, more informed, and reliable responses, significantly improving the quality of customer interactions.

How does RAG work?

Retrieval-Augmented Generation (RAG) improves conversational AI by pulling in up-to-date information from external sources, like databases or websites, before generating a response. When a user asks a question, RAG first searches for the most relevant data, such as company policies or real-time updates. It then combines this new information with the AI’s existing knowledge to create a more accurate and helpful answer. This process ensures that responses are both current and tailored to the user’s specific needs, making the AI more reliable and effective.

Key Benefits of RAG in conversational AI:

  • 1. More Accurate Responses

  • RAG helps AI generate responses that are not only correct but also relevant to the specific question by pulling in real-time information, reducing errors or outdated responses.

  • 2. Contextual Relevance
  • By using RAG, the AI incorporates the most recent and specific data, which makes the conversation more personalized and directly relevant to the user’s exact question or situation.

  • 3. Better Customer Experience

  • With more accurate and timely responses, customers experience less frustration and are more likely to feel satisfied with the support provided, enhancing overall customer experience.

  • 4. Always Up-to-Date
  • RAG uses external sources that are regularly refreshed, allowing the AI to give answers based on the latest available information, even beyond what it was originally trained on.

  • 5. Faster Support
  • RAG helps streamline customer interactions by delivering the right information quickly, which reduces the time customers spend waiting for a resolution and makes conversations more efficient.

  • 6. Scalability
  • Whether it’s answering technical questions or handling customer inquiries, RAG adapts by retrieving the right data for any situation, making it flexible for businesses with varying customer service needs.

  • 7. Cost-Effective
  • By extending the capabilities of existing AI models through retrieval rather than expensive retraining or developing new models, RAG offers a cost-effective way to maintain high-quality, relevant customer interactions. 

Real-world Applications of RAG:

Customer Support

RAG powered digital assistants (chatbots and voicebots) in customer service provide instant, accurate responses by retrieving information from knowledge bases and FAQs, resolving issues without the need for human agents.

E-commerce

RAG enables digital assistants on e-commerce platforms to pull product information, user reviews, and availability in real time, helping customers find the right products quickly based on their preferences and inquiries.

Banking & Financial Services

In banking or financial services, RAG can help digital assistants to provide real-time account information, transaction details, or investment insights, allowing customers to get the information they need instantly. 

 

Travel Assistance

Digital assistants in the travel industry can utilize RAG to provide travelers with up-to-date flight information, hotel availability, and local attractions, enhancing the user experience with timely and relevant details.

Healthcare

In healthcare, RAG can assist virtual health assistants by retrieving up-to-date medical information, patient records, and guidelines, allowing for more accurate patient support and triage recommendations.

Summary

Retrieval-Augmented Generation (RAG) represents a significant advancement in conversational AI, enhancing the accuracy and relevance of responses by integrating real-time data from external sources. By improving how AI interacts with users, RAG delivers faster, more informed, and personalized support across various industries, including customer service, e-commerce, banking, travel, and healthcare. With its ability to maintain up-to-date information and provide scalable, cost-effective solutions, RAG is transforming the landscape of conversational AI, ensuring that businesses can meet the evolving needs of their customers efficiently. You can learn more about the fundamentals of RAG AI in another article.

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

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

Table of contents

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

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

1. I Want a Digital Human for My Website Interactions

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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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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Martin the Digital Policeman 

Meet Our Digital Humans: Martin the Digital Policeman

Meet our Digital Humans: Martin the Digital Policeman

Introduction

 

Crime never sleeps, and Martin doesn’t either, so having him onboard as a digital human policeman might be what your city needs to rest peacefully at night. Using AI technologies has allowed for unforeseen improvements in the policing industry. Martin can standardize and improve many of the monotonous tasks that slow down investigations. Police officers are an essential part of society that tend to be overworked and overlooked, with the assistance of AI (in human form of course) they can focus on what really matters, all of us.

Defining Digital Humans

The technology of Digital Humans merges the authenticity of human interaction with the power of AI to deliver a more personal and engaging experience. Thanks to Generative and Conversational AI, they’re able to interact with users in emotionally intelligent ways. 

They excel in natural language processing, emotion recognition, and machine learning, allowing them to perform complex tasks and make informed decisions.  

Meet Martin

We at Born Digital believes that everyone has a right to safety, and if advancements in technology can be put towards that then they should. In comes Martin who can help the policing industry in a variety of different ways by doing work that is normally done by humans, not to replace police officers but rather to allow them to prioritize the community over paperwork and transcripts. 

Martin, a police front-office assistant, employs a range of AI technologies including generative AI, analytics, and both conversational and visual AI. His capabilities are extensive: he can automatically analyze data from police cases, facilitate communication with various institutions to gather necessary documents, and expedite the seizure of stolen funds in offenders’ accounts. Furthermore, Martin can create real-time transcripts of phone calls and conversations for detailed analysis.  

Using Cognitive & Open AI services, Martin produces automated police reports based on citizen-reported crimes, adhering to templates specified by the police department that detail the name, crime, location, and date. 

Currently active with the Czech Police department, Martin significantly boosts their operational efficiency. His ability to track and trace additional information about offenders aids law enforcement in processing data on a larger scale, enhancing their capability to identify behavioral patterns and combat organized crime.  

Hire Martin or create your own Digital Human today!

Although Martin was specifically created to tailor to the needs of police and detective agencies, you can create a Digital Human to meet your companies’ specific needs! Digital Humans are very easy to onboard onto projects and have already proven capable of helping streamline repetitive tasks, saving time and money.  

The best part of Digital Humans is their human aspect. They can be created to have their quirks, make jokes, and have human-like interactions. This is essential in all different industries since it emphasizes the most important part of every and any job: humanity. 

Stay tuned as we introduce our other Digital Humans! 

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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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Meet our Digital Humans: Sarah in Sales & Marketing​

Meet our Digital Humans: Sarah in Sales & Marketing​

Introduction

We’ve all experienced the frustration of dealing with bots that struggle to understand simple responses, requiring us to repeat “yes” multiple times. Fortunately, thanks to improvements in AI, those days are behind us. 

The future of customer interaction is Digital Humans and in this article, we’ll introduce you to Sarah, a Digital Human who specializes in sales and marketing. Sarah is designed to not only understand and respond to queries but to also ask targeted questions and provide personalized solutions, creating a lasting impression and pleasant buying journey. 

Defining Digital Humans

The technology of Digital Humans merges the authenticity of human interaction with the power of AI to deliver a more personal and engaging experience. Thanks to Generative and Conversational AI, they’re able to interact with users in emotionally intelligent ways. 

They excel in natural language processing, emotion recognition, and machine learning, allowing them to perform complex tasks and make informed decisions.  

Meet Sarah

As a sales and marketing expert, Sarah can listen to a multitude of tastes, interests, or issues and make calculated product recommendations that will satisfy customers, thereby engaging in dialogue rather than monolog. For larger purchases that require more thought and discussion, Sarah’s infinite patience allows her to guide customers through every step of the purchasing journey, ensuring they are fully comfortable and confident in their choices.  

Her emotional recognition features and machine learning capabilities enable her to respond in ways that personally appeal to each customer, building a connection that fosters trust in your brand. 

Sarah doesn’t need sleep or rest, so she is available 24/7 to assist customers. Additionally, she can be programmed to speak multiple languages, allowing her to communicate globally and eliminate language barriers. All these features create a marketing experience that helps each customer feel valued and invested in something deeper than the product. 

She can be made available to consumers via kiosks, tablets, apps, websites, and more. By integrating Sarah into your website, you can offer a customized user experience that helps customers find the perfect product. 

Hire Sarah or create your own Digital Human today!

The amount of time it takes to onboard Sarah is relatively short compared to traditional employees since she teaches herself and is built to serve your company. Overall, she stands apart from other Digital Humans and employees since she is meant to become a specialist in exactly what you want her to be.  

You can also create your very own Digital Human that can act as your sales expert. Using our platform, you can upload or connect to your knowledge base, and personalize her or his personality and overall appearance. You can adjust the tone of voice, quirks, and much more to match your brand. 

Stay tuned as we introduce our other Digital Humans! 

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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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Experience the power of Enterprise LLM by booking a custom demo today!

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