Customer Insight Analytics
Reduce unnecessary interactionsBorn Digital uses artificial intelligence to analyze customer calls, emails and chats in real time. 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 user interface.
Join more than 50 B2B CLIENTS in 5 countries who trust us
Reduce unnecessary interactions
When customers repeatedly ask the same thing, something needs to change. Our artificial intelligence exactly identifies:
- reasons why customers contact you
- what is the sentiment of the led conversations
- first contact resolution and many other parameters
Based on a detailed analysis, you identify opportunities to improve your processes and products, eliminate unnecessary interactions and save time for operators. Because the customer is most satisfied when everything works as it should.
Identify the potential for automation
Artificial intelligence 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.
The result is a still current set of structured data. It does not contain opinions, it contains facts.
Increase operators efficiency
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?
- What questions take the most time for operators - and how much is it?
- Which procedural error costs you the most money?
- Why do some operators have better sentiment than others on the same types of interactions?
In the clear dashboard you will find the main thing - exact data. Thanks to them, you can effectively use the time of operators and reduce the costs of the customer center.
WITHOUT
Customer Insight Analytics
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NON-PRODUCTIVITY
Operators categorize calls manually - a few seconds are lost after each call
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INACCURATE DATA
Operators often make mistakes in call categorization - data is inaccurate
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NO TRANSPARENCY
The data is difficult to analyze
WITH
Customer Insight Analytics
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TIME
Artificial intelligence sorts interactions automatically and immediately
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ACCURACY
Artificial intelligence works consistently in all conditions
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AVAILABILITY
Comprehensive analysis is available in real time in a clear dashboard
Customer Insight Analytics is best used for:
Improve the quality of customer care with a digitized contact center
- Routine calls and chats will be taken over by a virtual assistant and it will handle thousands of customers at once.
- The AI algorithm understands the requirements in incoming e-mails and assigns them to the correct operators - or handles them itself.
- It analyzes, sorts and reveals the causes of unnecessary interactions and opportunities for automation in real time, calls and e-mails and chats.