Customer Insight Analytics
Conversational
Analytics
AI-powered conversational analytics that analyze customer interactions, detect operational anomalies, automate workflows, trigger alerts, and generate real-time business insights across voice, chat, and enterprise operations.
Customer Insight Analytics
Conversational
Analytics
AI-powered conversational analytics that analyze customer interactions, detect operational anomalies, automate workflows, trigger alerts, and generate real-time business insights across voice, chat, and enterprise operations.
What Is
Conversational
Analytics?
Trusted by leading companies worldwide
Trusted by leading
companies
worldwide
Autonomous
AI Data Analyst
Most analytics tools tell you what happened. Born Digital’s AI data analyst tells you what to do next. Want to lower operational costs? Improve NPS? Reduce escalations? Ask it directly and get answers grounded in your actual data, not generic benchmarks.
Real-Time Operational Monitoring
Customer interactions, support performance, escalation patterns, and operational metrics – all monitored continuously across voice and chat, as they happen.
Anomaly Detection
Connect websites, documents, and knowledge bases via API or upload your agent updates instantly as your content changes.
AI-Generated Recommendations
Surfaces actionable recommendations based on interaction data, trends, and performance so teams spend less time interpreting and more time acting.
Chat with Your Data
Ask a question in plain language and get an answer. Summaries, trends, and operational insights across conversations and workflows, retrieved in seconds.
Autonomous AI Data Analyst
Most analytics tools tell you what happened. Born Digital’s AI data analyst tells you what to do next. Want to lower operational costs? Improve NPS? Reduce escalations? Ask it directly and get answers grounded in your actual data, not generic benchmarks.
Real-Time Operational Monitoring
Customer interactions, support performance, escalation patterns, and operational metrics – all monitored continuously across voice and chat, as they happen.
Anomaly Detection
Catches problems early – unusual behavior, compliance risks, sentiment shifts, and service disruptions before they turn into something bigger.
AI-Generated Recommendations
Surfaces actionable recommendations based on interaction data, trends, and workflow performance so teams spend less time interpreting and more time acting.
Chat with Your Data
Ask a question in plain language and get an answer. Summaries, trends, and operational insights across conversations and workflows, retrieved in seconds.
Workflow
Automation & Alerts
Conversational analytics can automate operational responses in real time by connecting insights directly to enterprise workflows, alerts, and communication systems.
Automated Workflow Triggers
Trigger workflows automatically based on customer sentiment, escalation risk, operational anomalies, conversation outcomes, or detected business events.
Real-Time Alerts and Notifications
Send notifications to teams, managers, support agents, or operational systems when critical events, service risks, or unusual activity are detected.
Automated Follow-Ups
Generate follow-up actions, assign tasks, escalate conversations, and automate communication workflows based on interaction outcomes and operational conditions.
Operational Optimization
Continuously improve workflows, support quality, operational efficiency, and customer communication performance through AI-powered analytics and automation.
Workflow
Automation
& Alerts
Conversational analytics can automate operational responses in real time by connecting insights directly to enterprise workflows, alerts, and communication systems.
Automated Workflow Triggers
Trigger workflows automatically based on customer sentiment, escalation risk, operational anomalies, conversation outcomes, or detected business events.
Real-Time Alerts and Notifications
Send notifications to teams, managers, support agents, or operational systems when critical events, service risks, or unusual activity are detected.
Automated Follow-Ups
Generate follow-up actions, assign tasks, escalate conversations, and automate communication workflows based on interaction outcomes and operational conditions.
Operational Optimization
Continuously improve workflows, support quality, operational efficiency, and customer communication performance through AI-powered analytics and automation.
14pt
increase in NPS
30%
reduction of unnecessary
interactions
100%
understanding
Understand what your
customers are saying
Find out the reasons for
customer dissatisfaction
Identify cross-sell and
up-sell opportunities
Coach your agents
based on performance
Instant Setup
Immediate Insight
Launch fast, plug into your stack, and start turning every
interaction into actionable intelligence from day one.
No-Code Deployment
Go live within hours using pre-built integrations and a robust API. No heavy implementation or IT projects needed.
Advanced Technologies
Leverage knowledge bases, Generative AI, and analytics to automate key workflows with high precision.
Real-Time Insights
Get key outcomes and actionable insights from every interaction to guide strategy and decision making.
Team Productivity and Performance
Monitor performance metrics, script adherence, and interaction quality empowering ongoing coaching and operational improvements.
Instant Setup
Immediate
Insight
Launch fast, plug into your stack,
and start turning every interaction
intoactionable intelligence from
day one.
No-Code Deployment
Go live within hours using pre-built integrations and a robust API. No heavy implementation or IT projects needed.
Advanced Technologies
Leverage knowledge bases, Generative AI, and analytics to automate key workflows with high precision.
Real-Time Insights
Get key outcomes and actionable insights from every interaction to guide strategy and decision making.
Team Productivity
and Performance
Monitor performance metrics, script adherence, and interaction quality empowering ongoing coaching and operational improvements.
Topic classification
Experience unmatched LLM-powered topic classification to identify key performance drivers and improve process efficiency.
Customizable dashboards
Access customizable dashboards for all teams and roles, providing actionable insights from C-suite to frontline staff.
Call script adherence
Monitor upsell and cross-sell results across teams and regions and identify opportunities for improvement.
Sentiment analysis
Analyze customer sentiment at the beginning and end of conversations, initiate conversation flows based on AI insights, and provide personalized interactions.
Conversational Analytics
Use Cases
Conversational
Analytics
Use Cases
Call Center Analytics and Quality Monitoring
Find out what’s actually happening on the floor. Monitor sentiment, escalation patterns, resolution efficiency, compliance, and team performance in real time and understand which agents perform best, where conversations break down, and how experience varies across teams and channels.
Voicebot and Chatbot Performance Analytics
Knowing your AI handles X conversations a day isn’t enough. Track how it actually performs – fallback rates, escalations, completion rates, response quality and use those insights to continuously improve your automation flows.
Anomaly and Operational Risk Detection
Automatically flag unusual behavior, sentiment spikes, compliance risks, and abnormal communication patterns before they escalate. Particularly valuable in banking, utilities, telecoms, and public sector where anomalies can signal fraud, outages, or emerging crises.
Sales Conversation Intelligence
Understand what your best salespeople actually do differently. Analyze conversations to surface upsell and cross-sell opportunities, compare team effectiveness, and identify the communication patterns that consistently drive conversion.
Email and Communication Analytics
Support tickets, internal messages, email threads: they all contain signals most teams ignore. Surface recurring issues, response quality trends, operational bottlenecks, and customer sentiment across your entire communication stack.
AI-Powered Operational Insights
Automatically surface summaries, trigger alerts, and generate recommendations across customer-facing and internal operations. So the right teams get the right information without having to go looking for it.
30 Cool Metrics
You Can Measure with AI-powered Customer Insight Analytics.
Powerful insights that lead to faster speed to proficiency, better retention and engagement rates, and higher satisfaction for agents and customers alike.
Download the e-Book
Why Enterprises
Choose Born Digital
Why Enterprises
Choose Born Digital
Enterprise-Scale Analytics Infrastructure
Built for large-scale communication environments and enterprise workflows.
Omnichannel Operational Visibility
Monitor customer interactions and workflow performance across voice, chat, messaging, and digital channels.
Enterprise-Grade Automation
Connect conversations directly to workflows, operational systems, and automated actions.
Autonomous Operational Intelligence
Go beyond dashboards with AI systems capable of detecting issues, generating insights, and automating operational responses in real time.
Enterprise-Grade Security and Compliance
Born Digital is designed for highly regulated environments such as banking, insurance, telecoms, ans public sector – with enterprise-grade security, operational reliability, and deployment flexibility.
What our customers
say about us
What our
customerssay about us
“We can now analyze in real-time what the reasons for customer interactions are and identify opportunities for process improvement. Thanks to the predictive analytics, we are now also able to predict and therefore cover unexpected peaks, leading to shorter waiting times.”
Matěj Lackovič
Managing Director, GOPASS
“Our team leaders are using key findings from the call analyses such as customer sentiment and call script adherence to improve the performance of our operators and train them on any identified gaps. This is proving to be very beneficial in improving our customer satisfaction.”
Radka Dybová
Head of Business Care & CX, PACKETA
Seamless integration
with what you already use
Seamless
integrationwith what you
already use
Find out how you can leverage
Born Digital's Generative and
Conversational AI solutions to
drive business results.
Find out how you
can leverage
Born Digital's
Generative and
Conversational AI
solutions to
drive business
results.
Answers to common questions
Answers to
common
questions
We’ve gathered the most frequently asked questions to help you better understand our AI services.
What is conversational analytics?
Conversational analytics uses AI to analyze customer interactions across voice calls, chat, email, messaging platforms, and support environments in order to generate operational insights, monitor performance, and automate workflows.
What can conversational analytics analyze?
Conversational analytics can analyze customer support conversations, call center interactions, chatbot and voicebot performance, email communication, operational workflows, sales conversations, customer sentiment, escalation patterns, and team performance across communication channels.
How does conversational analytics work?
Conversational analytics combines AI models, language understanding, automation systems, and operational intelligence to monitor interactions, detect anomalies, surface insights, and automate actions in real time.
What is anomaly detection in conversational analytics?
Anomaly detection automatically identifies unusual customer behavior, sentiment spikes, operational disruptions, compliance risks, fraud indicators, service outages, or abnormal communication patterns across enterprise environments.
Can conversational analytics automate workflows?
Yes. Conversational analytics can trigger alerts, assign tasks, automate follow-ups, escalate issues, notify teams, and connect operational insights directly to enterprise workflows and automation systems.
What is an autonomous AI data analyst?
An autonomous AI data analyst continuously monitors interactions, detects anomalies, generates insights, recommends actions, and automates operational responses across communication and workflow environments in real time.
Can conversational analytics analyze voicebot and chatbot performance?
Yes. Conversational analytics can monitor AI agent performance across fallback rates, escalation patterns, interruption handling, response quality, automation success rates, and customer satisfaction across voice and chat environments.
How can conversational analytics improve call center operations?
Conversational analytics helps organizations monitor sentiment, evaluate team performance, identify recurring customer issues, improve quality assurance, reduce escalation rates, and optimize customer support operations in real time.
Can conversational analytics analyze email communication?
Yes. Conversational analytics can analyze email conversations, support tickets, internal communication, and messaging workflows to identify bottlenecks, recurring issues, response quality, and operational trends.
How is conversational analytics used in sales?
Sales teams use conversational analytics to identify upsell and cross-sell opportunities, compare sales performance, analyze successful communication patterns, and improve conversion strategies across teams and customer interactions.
What industries use conversational analytics?
Industries including banking, insurance, telecommunications, healthcare, ecommerce, utilities, hospitality, and public sector organizations use conversational analytics to improve operational visibility, customer communication, compliance, and workflow automation.
Is conversational analytics secure for enterprise environments?
Yes. Conversational analytics platforms can be deployed with enterprise-grade security, compliance controls, and operational safeguards designed for highly regulated industries including banking, insurance, and public sector operations.
Contact Born Digital
Looking for the right products and pricing for your business? Fill out the form and we’ll be in touch shortly, or email our team directly at info@borndigital.ai