Customer Insight Analytics
Reduce unnecessary interactionsBorn Digital platform uses artificial intelligence to analyze customer interactions across all channels (calls, emails and chats) in real time. It automatically assigns categories, sentiment and many other parameters. Based on this data, it reveals the causes of unnecessary interactions and opportunities for automation. All in one platform.
Join more than70 B2B CLIENTSin 6 countries who trust us
Reduce unnecessary interactions
When customers repeatedly ask the same thing, something needs to change. Our customer insight analytics:
- identifies reasons for customer interactions
- analyzes sentiment
- identifies first contact resolution and many other parameters
Thanks to our contact center analytics, companies know exactly how to improve their products and prevent these interactions in the future. Because the customer is most satisfied when everything works as it should.
Identify the potential for automation
Our AI-powered analytics eliminates manual data collection and automatically:
- transcribes outgoing and incoming calls
- categorizes them according to content, sentiment and many other parameters
- enables a detailed analysis of the most common causes of interactions and their subsequent automation
Our platform allows you to make data-driven decisions. It does not contain opinions, it contains facts.
Increase agents productivity
The power of Customer Insight Analytics is fully realized in the moment you start asking questions:
- Do you know why your customers contact you most often?
- Which interactions are the most time-consuming - and how much does it cost?
- Which procedural errors cost you the most money?
- Why do some agents have better sentiment than others on the same types of interactions?
Our clear dashboard shows you how to significantly reduce costs of your customer service and improve customer experience and agent productivity.
WITHOUT
Customer Insight Analytics
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NON-PRODUCTIVITY
Agents categorize calls manually - waste of human potential
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INACCURATE DATA
Agents often make mistakes in call categorization - the data is inaccurate
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NO TRANSPARENCY
The data is difficult to analyze
WITH
Customer Insight Analytics
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TIME EFFICIENCY
AI classifies interactions automatically and instantly
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CONSISTENCY IN TRENDS
Our set of neural networks is always consistent
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REAL-TIME ANALYTICS
Comprehensive analysis is available in real time in a clear dashboard
Customer Insight Analytics is best used for:
Customer Experience
Improvement
Operational Costs
Reduction
Agents Efficiency
Increase
- OurCUSTOMER INSIGHT ANALYTICS reveals hidden opportunities for efficiency and increased productivity. Our neural networks can identify reasons for customer interactions, analyze their sentiment and many other parameters.
- OurDIGITAL AGENT can handle inbound calls and chats as well as outbound call campaigns. There are several use cases, such as intelligent customer care, soft collection or customer satisfaction surveys.
- OurDIGITAL E-MAIL PROCESSING classifies emails, detects their topics with a high level of accuracy and highlights key data in a structured way. Responses can be fully automated or pre-processed and then verified by a human agent.