AI-POWERED ANALYTICS
Customer Insight Analytics
Reduce unnecessary interactions
Born Digital’s platform uses artificial intelligence to analyze customer interactions across all channels (calls, e‑mails 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.
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.
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.
WITHOUT
Customer Insight Analytics
NON‑PRODUCTIVITY
Agents categorize calls manually ‑ waste of human potentialINACCURATE DATA
Agents often make mistakes in call categorization ‑ the data is inaccurateNO TRANSPARENCY
The data is diffcult to analyze
WITH
Customer Insight Analytics
- INCREASES 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 on a clear dashboard
Customer Insight Analytics is best used for:
Improving
Customer Experience
Reducing
Operational Costs
Increasing
Agent Efficiency
Improve customer experience with a digital contact center
- Our CUSTOMER INSIGHT ANALYTICS identifies reasons for customer interactions and analyzes 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 or soft collection.
- Our DIGITAL E‑MAIL PROCESSING classifies e‑mails and detects their topic with a high accuracy rate. Responses can be fully automatized or pre‑processed.