Vorteile der Konversationsanalyse im Kundenservice

Vorteile der Konversationsanalyse im Kundenservice

Happy customer on the phone
Inhaltsübersicht

Warum brauchen Sie Gesprächsanalyse überhaupt?

60 % der Verbraucher entscheiden sich für eine Marke aufgrund ihrer Ansprüche an den Service, und die Art und Weise, wie Ihr Unternehmen mit seinen Kunden umgeht, kann Sie von anderen abheben. Jede Interaktion mit Kunden ist daher eine einmalige Gelegenheit, sich von anderen abzuheben. Es geht vor allem darum, die Bedürfnisse, Frustrationen und Wahrnehmungen der Kunden zu verstehen. Es genügt schon eine schlechte Erfahrung, damit mehr als die Hälfte Ihrer Kunden das Schiff verlassen!
Aber wie können Sie die wichtigsten Problempunkte identifizieren und erkennen, wo Sie Ihre geschätzten Kunden verlieren könnten? Wie können Sie die Leistung Ihrer Kundendienstmitarbeiter überwachen und bewerten? Die Antwort ist die KI-basierte Konversationsanalyse, ein leistungsstarkes Tool, mit dem Sie Ihren Kundenservice umgestalten und eine dauerhafte Kundentreue aufbauen können. Durch die Integration von Conversation Analytics in Ihre Unternehmensstrategie lösen Sie nicht nur Probleme bei Ihren Prozessen oder der Kundenzufriedenheit, sondern Sie verbessern die gesamte Kundenerfahrung. Schauen wir uns die wichtigsten Vorteile dieses datengesteuerten Ansatzes an:

Kostenreduzierung durch Echtzeit-Analyse

Eine Konversationsanalyse in Echtzeit ist wie ein Blick aus der Vogelperspektive auf jede Konversation und hilft Ihnen, Trends und Bereiche, die Aufmerksamkeit erfordern, schnell zu erkennen. Geht es Ihren Kunden um Änderungen der Rechnungsdaten, Probleme beim Einloggen oder Fragen zu Leistungen? Es ist wichtig herauszufinden, womit Ihre Kunden am meisten zu kämpfen haben und aus welchen Gründen sie sich an Sie wenden.
Sobald Sie diese Erkenntnisse gewonnen haben, können Sie sinnvolle Maßnahmen ergreifen. Optimieren Sie Ihre Prozesse, führen Sie die Automatisierung ein, und schulen Sie Ihre Mitarbeiter entsprechend.

Auf diese Weise können Sie bis zu 30 % der unnötigen Interaktionen vermeiden.

Verbesserungsmöglichkeiten aufspüren

Conversation Analytics geht über die reine Beobachtung hinaus; es ist ein Werkzeug für proaktive Verbesserungen. Indem wir jede Interaktion in einen Lernmoment verwandeln, haben unsere Kunden zahlreiche Bereiche für Prozessverbesserungen und -automatisierung identifiziert,

was zu einer Automatisierung von bis zu 53 % der Interaktionen führt.

Unser Motto für unsere Kunden lautet: Erst analysieren, dann automatisieren. Eine vorzeitige Automatisierung kann kostspielig sein und Ihrer Marke schaden, wenn sie auf Prozesse angewendet wird, wo sie nicht notwendig ist.

Darüber hinaus wirkt die Stimmungsanalyse sowohl zu Beginn als auch am Ende jeder Interaktion wie ein Stimmungsbarometer, das Ihnen Einblicke in die Gemütslage des Kunden gibt. Richtet sich die Frustration des Kunden gegen einen bestimmten Mitarbeiter oder gegen Ihre Lieferbedingungen z.B.? Sobald Sie diese Erkenntnisse gewonnen haben, können Sie gezielte und wirksame Änderungen vornehmen.

Kundenerfahrung und Loyalität verbessern

Konversationsanalyse ist von grundlegender Bedeutung für die Verbesserung der Kundenerfahrung und -loyalität. Sie zeigt kritische Bereiche auf, die bei Kundeninteraktionen verbessert werden müssen. Wenn beispielsweise häufig unklare Informationen zu Produktmerkmalen auftauchen, können Sie die Schulungen für Ihr Team verbessern, um klarere und umfassendere Erklärungen zu vermitteln.
Diese gezielten Maßnahmen führen zu besser informierten und zufriedeneren Kunden und fördern die Loyalität, da sie das Bestreben Ihres Unternehmens erkennen, auf ihre Anliegen einzugehen und ihre Erfahrungen insgesamt zu verbessern.

Mit der Gesprächsanalyse konnten unsere Kunden den NPS-Wert um 20 % steigern.

Was kann man analysieren?

  • Kundenanrufe

Die Konversationsanalyse ermöglicht es Ihnen, die Anrufe nach ihrer Stimmung, der Dauer der Bearbeitung und vielem mehr zu filtern. Die Zeiten, in denen man 5 % der Kunden-Agenten-Interaktionen auswählte, um die Leistung des gesamten Contact Centers zu bewerten, sind vorbei. Die Technologie ist bei der Bewertung und Analyse dieser Anrufe viel präziser als Menschen. Ihre Kundenservice-Manager können nur die Anrufe mit der schlechtesten Stimmung herausfiltern und bei Bedarf eine persönliche Bewertung vornehmen.
Außerdem können Sie mit diesem Tool überprüfen, wie genau sich die Agenten an das Drehbuch für den jeweiligen Anruf halten. Sie können sehen, ob sie sich richtig vorstellen, versuchen, Upselling oder Cross-Selling zu betreiben, und sogar ihr Sprechtempo überwachen.

  • Chat-Konversationen

Das Tool umfasst auch Chat-Interaktionen und bietet Echtzeiteinblicke in die Art und Weise, wie Ihre Mitarbeiter mit Kunden chatten. Dies ermöglicht sofortige Maßnahmen, wie das Einrichten eines Chatbots oder das Einstellen eines Informationsbanners auf Ihrer Website, um unnötige Anfragen zu vermeiden.

  • Interaktion mit digitalen Agenten

Genau wie bei menschlichen Agenten, können Sie analysieren, wie Kunden mit Ihren Voicebots und Chatbots in Kontakt treten. So können Sie den Gesprächsablauf optimieren, Einleitungen ändern und vieles mehr, um die KI-gestützten Interaktionen zu verbessern.

  • E-Mail-Kommunikation

Für viele Unternehmen ist die E-Mail immer noch ein wichtiger Kommunikationskanal.

Haben Sie mit Tausenden von E-Mails zu tun? Dieses Tool sortiert, priorisiert und identifiziert, welche E-Mails automatisiert oder vorverarbeitet werden können, und erleichtert Ihnen so die E-Mail-Verwaltung erheblich.

Wie aufwändig ist die Umsetzung?

Die Implementierung unseres Conversation Analytics-Tools ist besonders unkompliziert und effizient. Ein Proof of Concept (POC) kann in nur wenigen Stunden aufgesetzt werden und erfordert keine Trainingsdaten oder umfangreiche Einrichtungsprozesse. Die Kunden können ihre Gesprächsdaten, wie z. B. Anrufaufzeichnungen, selbständig direkt in das System hochladen. Dieser benutzerfreundliche Ansatz bedeutet, dass Sie nicht ständig auf unsere Hilfe angewiesen sind, um loszulegen.
Nach dem Hochladen, sind die Daten sofort in einem vordefinierten, leicht zu bedienenden Dashboard verfügbar. Dieses Dashboard ist zwar auf Einfachheit und sofortige Nutzung ausgelegt, bietet aber auch Flexibilität. Die Kunden können das Dashboard an ihre spezifischen Bedürfnisse anpassen, um sicherzustellen, dass die Analysen und Einblicke perfekt auf ihre individuellen Unternehmensanforderungen und -ziele abgestimmt sind. Diese Mischung aus Einfachheit und Anpassungsfähigkeit macht das Tool nicht nur benutzerfreundlich, sondern auch äußerst anpassungsfähig für verschiedene Kundenservice-Umgebungen.

Ihr Einstieg in die Analytik

1. Zielbestimmung

Der erste Schritt bei der Implementierung von Conversation Analytics besteht darin, Ihre Geschäftsziele zu definieren. Möchten Sie die Kundenerfahrung (CX) verbessern, Ihren Net Promoter Score (NPS) steigern oder die Betriebskosten senken? Die Formulierung klarer Ziele wird den gesamten Prozess bestimmen und sicher stellen, dass die Analysen Ihren spezifischen Anforderungen entsprechen.

2. Auswahl der Metriken

Entscheiden Sie als Nächstes, welche Metriken Sie verfolgen wollen. Dazu können z. B. die Bearbeitungszeiten für den ersten Anruf, die allgemeine Kundenstimmung oder Leistungskriterien der Agenten wie die Befolgung von Upselling- oder Cross-Selling-Strategien gehören. Die Festlegung dieser Metriken hilft Ihnen, die Analyse auf die Bereiche zu konzentrieren, die für Ihre Ziele am wichtigsten sind.

3. Teamschulung und Datenanalyse

Es ist wichtig, dass Sie Ihr Team mit dem neuen Hilfsmittel vertraut machen. Eine Analyse ohne Verstehen oder Beobachtung ist sinnlos. Informieren Sie Ihre Mitarbeiter über die vorhandenen Analysemöglichkeiten und darüber, wie sie diese Daten nutzen können, um die Kundenbedürfnisse besser zu erfüllen. Dieser Schritt gewährleistet, dass Ihr Team darauf vorbereitet ist, die Erkenntnisse effektiv zu nutzen.

4. Umsetzung von Erkenntnissen

Und schließlich sollten Sie bereit sein, auf die gesammelten Erkenntnisse zu antworten. Wenn Sie Verbesserungsmöglichkeiten erkennen, sollten Sie diese auch nutzen. Ganz egal, ob es um die Automatisierung bestimmter Prozesse oder die Einführung innovativer Lösungen geht: Entscheidende Schritte auf der Grundlage Ihrer Analysen können zu erheblichen Verbesserungen der Servicequalität und Effizienz führen.

Fazit: Ihr Unternehmen kann von der Conversation Analytics wirklich nur profitieren. Wenn Sie bereit sind, den Erfolg Ihres Kundenservices zu analysieren und zu messen, ist die Born Digital Plattform ein hervorragender Startpunkt.

5 Emerging Trends in Customer Service: The 2024 Conversational AI Landscape

5 Emerging Trends in Customer Service: The 2024 Conversational AI Landscape

The year 2023 has experienced a dramatic transition in the domain of artificial intelligence, presenting it as a critical year of (r)evolution for innumerable enterprises and individuals alike, including our company. In the face of rapidly emerging technologies and the era of generative AI, now is the time for strategic adoption — a time to be alert and innovative, yet measured and thoughtful.

At Born Digital, we are constantly investigating the latest AI trends in customer service, and we’re eager to share our pragmatic view with you. Let’s explore these developments together and utilize them to create advanced customer service solutions as we move into 2024.


1. Knowledge Base Advisors: Your 24/7 Digital Experts

With 81% of consumers desiring more self-service options (NICE), knowledge base advisors in the form of chatbots have become the cornerstone of customer service. They provide instant responses to inquiries, guiding users through troubleshooting steps, and offering immediate access to a vast repository of information. These AI-driven chatbots are not only scalable to handle increasing queries — addressing the 61% increase in total calls reported by CX leaders — but also sophisticated enough to manage intricate customer service landscapes, ensuring 24/7 support.


2. Analytics and Hyper-Personalization ✨

The drive for personalization is stronger than ever, 73% of customers expect customer service representatives to understand their specific needs as Salesforce reports. Consequently, analytics play a critical role in decoding customer behaviors, enabling hyper-personalization in service delivery. AI tools are becoming adept at predicting customer needs and customizing interactions based on past interactions and preferences. By leveraging these insights, we empower your company to deliver a bespoke service experience that exceeds customer expectations. 


3. Digital Humans: Conversational AI meets Visual AI

Visual AI, particularly in the form of digital humans or personas, is redefining the customer experience by adding a human touch to digital interactions. These AI-driven personas can simulate human emotions and expressions, providing a more engaging and personable interaction than traditional chat or voice interfaces. In the digital landscape where brands are fighting for consumer engagement, digital personas represent a fusion of technology and human-like interaction, projected to be embraced by brands who are aiming for AI-based selling, and a superior customer experience at their physical branches or online. Now is the time to give your brand the voice and face it deserves.


4. Omnichannel approach to cover all digital touchpoints 🪄

Zendesk reports that 73% of consumers wish for the ability to move seamlessly between channels, which our omnichannel solutions provide. The convergence of voice, chat, email, social media, and even VR/AR platforms into a cohesive customer journey ensures that consumers can pick up where they left off, regardless of the channel they choose. This is imperative as more than half of contact center leaders anticipate an increase in interaction volumes over the next 18 months.AI tools are becoming adept at predicting customer needs and customizing interactions based on past interactions and preferences. By leveraging these insights, we empower your company to deliver a bespoke service experience that exceeds customer expectations. 


5. Voice AI and Emotion Recognition

The final trend is the advancement in Voice AI, coupled with emotion recognition technology. While 81% of agents, as per Salesforce, still believe that phone calls are the preferred channel for solving complex customer service issues, the integration of emotion recognition enables AI to detect subtleties in a customer’s voice, allowing for empathetic and effective responses. This trend reflects an understanding of not just the content of customer communication, but also the context and emotional state, enabling a more personable customer service interaction. Moreover, it comfortably bridges the gap between the physical and digital worlds for consumers who are still rather hesitant to adopt the newest technologies.


At Born Digital, we’re not just following trends; we’re creating them. Our mission is to support you in delivering a customer service experience that’s ahead of its time. Ready to redefine customer engagement with digital humans of knowledge base advisors? Let’s talk! 

Unleashing the Power of ChatGPT: Key Benefits for Conversational AI

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.

Chat-GPT waves

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

Utterances for chatbot using ChatGPT
Utterances for chatbot using ChatGPT

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.

Training utterances in Slovak
Training utterances in Slovak

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.

Our manual on Azure Speech created with the help of ChatGPT
Our manual on Azure Speech created 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.

you cannot trust everything that pops up in ChatGPT

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:

Exceptional work

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

Uncovering Digital Studio: 3 Key Steps for Digital Transformation

Born Digital Studio
Born Digital Studio

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.

Customer Insight Analytics
Customer Insight Analytics

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.

Customer Insight Analytics
Customer Insight Analytics

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.

Born Digital Agent
Born Digital Agent

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.

Digital Email Processing
Digital Email Processing

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.

Integrate GPT technology with Born Digital

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.

GPT technologies

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!

Born Digital Agent

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.

Transform Customer Insights with GPT: A Guide to Wise Implementation

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!

A Guide to Wise Implementation

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

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.

Transform Customer Insights with GPT

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.

Bringing AI into Daily Life: Meet Our Digital Human

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 Ride

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.

Digital Medical Assistant

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.

Digital Public Officer

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

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.

No Time To Call? Send a Digital Agent on a Mission!

No Time To Call

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.

Digital Agent

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.

Digital Agent

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.

Digital Agent

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!

Digital Agent

(This could be you!) 🫵 BOOK A DEMO

Why Chatbot Frustration is a Thing of the Past: No More ‘I don’t understand, please repeat your question’

Why Chatbot Frustration is a Thing of the Past

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.

Chatbot Frustration

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.

Chatbot Frustration

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!

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