You’ve probably heard about the latest development in conversational AI technology called ChatGPT. Well, let me tell you, it’s making waves in the industry!

First, a little recap

What exactly is ChatGPT? It’s a cutting-edge language model developed by OpenAI that uses AI to generate human-like responses in a conversation. It is a powerful tool that can revolutionize the way companies handle customer interactions. And it really is a game-changer for companies that are designing conversational flows (just like Born Digital).

In January 23’ Microsoft announced that they will soon bring the ChatGPT into the game for some of their products. It is great news, and we cannot wait for that! Well, kind of literally. So, we already started to use and implement the perks of ChatGPT into our own design processes.

Let’s have a look at the key benefits

1) Intent creation

ChatGPT can help conversation designers to generate utterances for training digital virtual assistants and to understand the speaker’s intent. By analyzing large amounts of customer data, ChatGPT can provide insights into what customers are looking for and help companies create intents that accurately reflect those needs. You can see in the picture below how exactly we used ChatGPT for intent creation for one of our e-commerce clients

You can then use these utterances for other languages as well. Even though other languages than English are far away from perfect, the drafted intents that designers can only review are saving companies a considerable amount of time.

2) Training set creation

To train conversational models, you need high-quality data. ChatGPT can assist with this by generating large amounts of customer data that can be used to train the platform. This can save conversational AI platforms time and effort, and lead to more accurate and effective conversational flows.

3) Documentation creation

ChatGPT can also be used to generate detailed documentation. This can include user manuals, troubleshooting guides, and more. ChatGPT’s ability to generate human-like language makes it an ideal tool for creating clear and easy-to-understand documentation. Human input and overview is needed while generating manuals and similar documentation – however, the whole process of creation is incomparably time efficient with the help of ChatGPT.

4) Simple Q&A

ChatGPT can generate multiple response options for a given prompt, allowing conversational AI platforms to choose the most appropriate and effective response. By automating the creation of Q&A flows, ChatGPT reduces the manual effort required to create and maintain these conversational flows, freeing up time and resources for other tasks.

Here comes the BUT

The use of ChatGPT is hugely limited especially due to GDPR regulation. You simply don’t take your customers’ data and feed a ChatGPT with them. NEVER.

Second, you cannot trust everything that pops up in ChatGPT. After all, it is only a machine – it cannot replace our empathy, compassion and problem-solving skills. Human input during the process is important. However, the final and most important BUT is that the ChatGPT can simplify our workflows. Big time.

Wouldn’t leave you without a fun fact

There is another very special use of ChatGPT – often used by our linguist’s team lead: You can use the help of ChatGPT and praise your colleagues in an original way:

And the remaining question is – who helped us with writing this article?

Are you ready to level up the game of digital customer experience? Then let’s dive into the latest trends and cornerstones of successful digital transformation. We will show you how to make your customer service fast (and your competition a little bit furious) using our Digital Studio.

Customer insights will rule the game

First and foremost, the future of customer experience lies in high-quality insights. Not only do your customers expect prompt, helpful and around-the-clock customer service, but if they could choose, they would rather not contact you at all.

Meaning you need to know the exact pain points of your customers’ journey and adjust your products and processes accordingly. Thus, the alpha and omega of customer experience in the upcoming years will be the prevention of customer interactions. As we like to say in Born Digital — prevention rocks!

1. Digital Studio: Customer Insight Analytics

Our Customer Insight Analytics which is part of our Digital Studio analyses customer interactions across all digital channels (voice, chat, e-mail,..), identifies unnecessary customer interactions and determines opportunities for automation.

It allows you to prevent up to 30 % of interactions and significantly decrease your operational costs.

What comes next? Automation.

Only after prevention and data analysis comes the second part, and that is automation. Most of the conversational AI platforms present on the market are skipping the first prevention part — often ruining the customer experience with badly functioning voice bots and chatbots that are not providing customers with the answers they are looking for.

But here we are to prove that with data analytics, digital virtual assistants can improve the CX and elevate your company to another level.

2. Digital Studio: Digital Agent

Unlike other isolated voice bot and chatbot solutions, our platform covers it all. Our Digital Agent can handle inbound calls and chats as well as outbound call campaigns.

It is available across multiple channels (voice, chat, e-mail), including integrations to social media and text messaging. You can design a digital agent who will handle thousands of queries at once and will be available 24×7.

Apart from FAQs, it can handle more complex conversations with open-ended questions. On top of that, it can predict up to 70 % of interactions from available data and propose the right solution right away!

Customers are expecting super-fast replies

There is a considerable number of customers (55 % to be precise) who prefer to contact the brand via e-mail. The truth is that these customer emails sometimes lie in the inbox for several days before they even reach a competent person.

Yet, your customers expect a response within less than one hour. Therefore, our Digital Studio is also covering the automation of e-mail communication allowing you to shorten the response time and avoid manual processing.

3. Digital Studio: Digital Email Processing

Our AI algorithm uses natural language understanding (NLU) to analyse incoming customer emails and routes them to the right department or human agent based on their content or sentiment.

It also highlights key data, so the human agent does not have to read the entire e-mail and instantly knows how to handle it.

With our platform, companies can semi-automate the email processing or automate the responses fully.

We shortly summed up three key components of our Digital Studio — Customer Insight Analytics, Digital Agent and Digital Email Processing. Next time, we will have a closer look into how you can run outbound campaigns in Digital Studio on your own and with zero coding skills!

In case you would like to jump right into the future of customer experience — don’t hesitate to book a demo with our team.

GPT technologies are now available for commercial use, and they are revolutionizing the way we interact with digital virtual assistants. And we are happy that we’ve arrived at this revolution among the first ones!

With Born Digital, you can now integrate GPT into your contact center and dazzle your customers by letting GPT answer their questions. Let’s have a look at a few examples of how you can outshine your competition.

1. Answering FAQs

GPT technology can be a powerful tool for answering customer FAQs based on a company’s available documentation. By using natural language processing, document analysis, continuous learning, and fast response times, GPT can help you significantly reduce the workload on your support teams.

GPT can analyze all of the available documents, including manuals, guides, and other materials, to find the most relevant information and answer the customer’s question almost instantly.

However, the GPT technology is not always right.

As a brand, you need to avoid costly errors and ensure your customers are getting the correct answers. It is the Born Digital platform that gives you control over the responses.

In case you’d like to try out how is it to chat with a GPT-powered bot, don’t hesitate to try ours! You can ask him anything, in any language. Just click on this link and have fun!

2. GPT technology available for both chat & voice channels

It is not only chatbots. Unlike most of the available solutions on the market, we are also creating GPT-powered voice bots.

Your customers can therefore talk with the GPT-powered bot and feel like they’re talking to a real person. Thanks to the technology’s ability to understand natural language and respond accordingly, the technology also adds a special human touch to the whole conversation.

You can try talking to GPT-powered bot on your own. Just give a call to MIKE, our GPT-powered sales rep at +420 910 880 914. Don’t hesitate to call him at any time, the call is free of charge.

And how costly is the GPT technology?

The pricing model is based on the number of words, where the prices are per 1,000 words.

The pricing currently depends on which model you are using, and we are happy to provide more information depending on your business case. Please, contact our sales team to learn more.

Let’s sparkle up the game and outshine your competitors! You can book a free demo with our team here.

Is it really the right time to implement GPT into your business? And where exactly could it help? If you don’t know where to start, we are here to show you a simple guide that will help you find strength in the force. The good side of the force!

First, know your customers

We can’t stress this enough. The undeniable truth is that high-quality customer insights rule the game of customer experience. So, if anything, you should keep an eye on that price.

73 % of customers now say that the customer experience is the number one thing they consider when deciding whether to purchase from a company.

And you can’t really improve the experience of your customers without knowing their exact pain points. But how to identify them?

To give you a concrete example, our Born Digital platform is a powerful tool for customer data analytics using artificial intelligence to process and qualify customer data (from across all your platforms). The results already are remarkable. But when you combine it with the GPT integration — that’s where the fun begins!

Let the force (read data) guide you

The latest technology gives you actionable insights that can help you build a deeper understanding of your customer needs.

Firstly, it can extract the data from the interactions with your customers — in a super fast way and in a super high quality. It doesn’t matter whether your customers write you on WhatsApp, Instagram, via e-mail or call you via phone.

You immediately see the main keywords, interaction topics and a short summary of any of those interactions. You also see how your customers feel about the interaction with your company — whether they are frustrated or grateful and how this feeling evolves during the conversation. GPT integration also proved to be a powerful tool when analyzing the performance of your agents.

On top of that, you then see all those interactions analyzed within a clear dashboard — including categories where your customers experience the most issues and you can immediately act upon that. You simply use these data as powerful guidance for the continuous improvement of customer experience.

According to Gartner, 80 per cent of organizations expect to compete mainly based on customer experience. So you better make sure you’re not late for that party! GPT is making customer insights as powerful as ever before.

Can GPT answer customers’ requests?

Of course, it can. We talk more about it in this article about the power of GPT in interactions with customers. However, we always say that the prevention part should come before the automation — it allows you to make data-driven decisions, avoid costly mistakes, and gain an edge over your competition.

If you wanna learn more and try the magic of GPT-powered analytics with your customers‘ data, book a demo here! Until then — may the force be with you.

In today’s world, Artificial Intelligence, Machine Learning, and complex automation are largely seen as stepping stones toward James Cameron’s The Terminator. This assumption is fueled by the most common AI design mistake: attempting to create an exact replica of human behavior.

AI is not human, so it is a mistake to try and make it so. This is where we, Born Digital, come in. We have learned how to combine the strengths of technology and a human approach to serve the larger purpose of bridging the gap between people and professionals in different services and industries. On our crazy ride to bringing AI into the real world, we have introduced a new product: The Digital Human.

The Digital Human — a ride you don’t want to miss

This product utilizes our unique synergy of technologies to create a new-age solution to real human problems. Speech Technologies, Visual AI, Conversational AI, AI Analytics, and Generative AI are some of the major technologies that are integrated into our digital persona. We currently have two practical use cases for our digital human persona: the Digital Medical Assistant and the Digital Public Officer.

Meet Our Digital Medical Assistant

In the Czech Republic, and worldwide, there is a shortage of doctors. Globally, there are roughly 15 million healthcare positions left empty. Because of this, long wait times and lengthy examinations have become the new standard in healthcare. In the best case, people’s quality of life has worsened, but in the worst case, it has led to the late diagnosis of serious illnesses and lower chances of recovery.

Try to recall your last visit to the doctor and consider how much time was spent writing medical reports, prescribing medication, recommending further examinations, or other tasks performed on the computer during a doctor’s appointment. According to research, doctors spend more than 51% of their time on such administrative tasks. That is valuable time that should be spent interacting with the patient. Our Digital Medical Assistant helps minimize the time doctors spend on administrative tasks by automatically generating reports and analytics after monitoring doctor-patient conversations.

In the exam room and during medical rounds, the Digital Medical Assistant allows doctors to devote their attention to the patient while it monitors, transcribes, and analyzes their conversation. At the end of the appointment, the assistant will automatically generate a medical report that the doctor can review and add details to between patient visits or later in their office.

The Digital Medical Assistant will also improve patient care by allowing doctors to rededicate themselves to patients while simultaneously collecting data to be analyzed for the improvement of the overall healthcare system.

Meet Our Digital Public Officer

Small villages and remote towns do not share the same luxury of urban areas’ easy access to public and commercial services like post offices, banks, insurance agencies or government offices. The second use case for the Digital Human Persona is the Digital Public Officer who can act as a single service point for various commercial services, state administration, and municipal authorities.

The Digital Public Officer can perform a variety of administrative and commercial tasks including authenticating the identity of a customer based on facial recognition, offer payment and information services, scan and provide guidance on the completion of state or municipal documents (tax returns or housing subsidies), and ultimately help automate the process of processing such government and commercial documents. If the AI cannot solve a customer’s request on its own, it will connect them to a remote human officer in real-time.

The Digital Public Officer will provide crucial administrative and commercial services for people of small communities. Through AI-powered civil and commercial services, our digital human persona can reconnect isolated communities with the larger society and economy.

The Digital Human Persona’s Psychology

Don’t worry, the psychology behind our Digital Human Persona isn’t advanced enough to replace your romantic partner or your best friend. Our Medical Assistant and Public Officer utilize psychology to build a trustworthy personality and human-esque presentation to encourage everyday people to interact with complex Artificial Intelligence.

Outside of what our Digital Human Persona is currently capable of, there are endless potential future applications. Our Digital Medical Assistant could one day use AI analytics to compile medical report databases to predict epidemics or pandemics. AI Analytics could push humans into a new era of healthcare with the ability to predict diseases like we predict the weather today.

In case you don’t know where to start with implementing Artificial Intelligence in your company or how to combine the technology and people’s skills, let us know! We are happy to point you in the right direction.

Have you ever identified hot leads from a list of 5 thousand prospects within 1 hour? Or have you ever collected verbal feedback from hundreds of customers within a few minutes?

It almost sounds impossible to manage either of those. Unless you have a Digital Agent. The Born Digital Agent!

Within our Digital Studio, it is easier than ever to create an outbound campaign on your own and send your Digital Agent on a mission whenever you need. How does that work?

Practical example

Let’s look at a simplified example of launching an outbound party bot within the Digital Studio.

However, you could use the same launching process for any other complex use case of your choice, such as outbound digital agent for sales leads validation, customer satisfaction surveys, marketing surveys or recruitment process.

All you need to prepare ahead is the excel sheet with included contacts you’d like to call. The excel sheet for this particular outbound campaign is then imported to the Digital Studio.

When creating a new campaign, you can set up when the campaign should start, when it should end or how many times the Digital Agent should repeat the call in case the prospect was not reached.

You can also set up in which situations those calls should be repeated. For instance, if the line was busy, if the customer did not answer, if the customer hung up at the beginning, etc.

I launched the campaign. Now what?

Once you kick off the campaign, you can follow the statistics in real-time.

You can see whether the prospects are interested in your offer (or not), whether they answered the phone or maybe asked for a later call. And in case you’ve been wondering — of course, you can easily pause or stop the campaign anytime you need.

On top of that, all the recorded and transcribed customer responses are automatically transferred to the next stage of the sales process. You can also see the whole transcript and play the selected parts of recorded calls.

So, how does that sound? Are you ready to focus on lucrative deals in your pipeline instead of qualifying each lead manually?

There is no need to dial 007. You can just book a free 30min demo with our product specialist!

(This could be you!) 🫵 BOOK A DEMO

Gone are the days when chatbots left users frustrated with their repetitive “I don’t understand” responses, endlessly echoing the same phrases. Thanks to generative AI, the creation of chatbots capable of engaging in human-like conversations has not only become possible but also straightforward and quicker.

However, we’ve taken a step further by eliminating the need for training data, making the process even faster and more efficient while maintaining the highest level of answer accuracy. Let’s dive into the process and explore how you can create human-like chatbots within minutes using our platform!

Provide KNOWLEDGE instead of guessing what your customers ask

We begin by “training” your bot using the knowledge base available within your company. You can decide whether you want the bot for external or internal communication — it’s flexible for both. We then upload these documents in any type of text, doc, pdf, ppt format, and there’s no restriction on the number of documents or pages you can upload. However, it’s crucial to ensure these documents are well-structured because the bot’s accuracy depends on the quality of the input data.

Once your documentation is uploaded, the technology has all the information it needs to answer questions related to the uploaded content. It could be anything from company terms and conditions, insurance policies, product details, travel restrictions, e-commerce offerings, website information, or internal materials like onboarding guides and process manuals. As you can see, the possibilities are endless.

Setting the Instructions

However, your job isn’t done just yet. You still need to instruct the AI on how it should interact. For example, if the documentation is about Born Digital products, we can instruct the bot to “act like a helpful Born Digital customer service agent.” Now, the bot knows to adopt the language and tone of a customer service agent — being polite, always trying to assist customers and more.

It’s important to note that you’re in control of the bot’s behaviour. You can define the boundaries — specify how contextually it should answer, how friendly or humorous it should be, which language(s) it should use (it can handle multiple languages), and how much it should improvise when faced with questions it doesn’t have a direct answer to.

All you need to prepare ahead is the excel sheet with included contacts you’d like to call. The excel sheet for this particular outbound campaign is then imported to the Digital Studio.

Testing the Magic 🪄

Now your job is practically done. You can now engage in a human-like conversation with a chatbot and witness its magic. The possibilities for use cases are truly limitless. You can implement digital agents for various purposes — whether it’s customer support, answering product inquiries, or assisting with internal processes.

Join the AI Revolution

The AI industry is undergoing a revolution, and so is customer service. Now is the perfect time to experiment with this technology, discover what works best for your business, and gain a competitive edge.

If you’re curious to see this technology in action, we’d be delighted to create a customized chatbot for your company and demonstrate it in a meeting. Interested? Book a free demo with our team today and step into the future of chatbots!

Let’s talk!