OUR PRODUCT

Customer Insight Analytics

Reduce unnecessary interactions

Born 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.

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BENEFIT

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.

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Natural Language Processing Engine | Natural Language Processing Engine
BENEFIT

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.

BENEFIT

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.

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WITHOUT

Customer Insight Analytics

  • NON-PRODUCTIVITY

    Agents categorize calls manually - waste of human potential

  • INACCURATE DATA

    Agents often make mistakes in call categorization - the data is inaccurate

  • NO TRANSPARENCY

    The data is difficult to analyze

WITH

Customer Insight Analytics

  • TIME EFFICIENCY

    AI classifies interactions automatically and instantly

  • CONSISTENCY IN TRENDS

    Our set of neural networks is always consistent

  • REAL-TIME ANALYTICS

    Comprehensive analysis is available in real time in a clear dashboard

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Improve customer experience with a digital contact center

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  • Our CUSTOMER INSIGHT ANALYTICS reveals hidden opportunities for efficiency and increased productivity. Our neural networks can identify the reasons for customer interactions and analyze their sentiment and many other parameters.
  • Our DIGITAL 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.
  • Our DIGITAL 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.