OUR PRODUCTS

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.

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How it works

Join 100+ B2B CLIENTS in 7 countries who trust us

Innogy
scio
Orange
ČEZ
sana plasma
srovnej.to
epet.
Softec
Microsoft
Tatry
conectart
CGI
Volkswagen Financial Services
Sazka
Packeta
PSS
Dovera
Manpower
Axa
T-Mobile
Samsung

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.

Reduce unnecessary interactions
Identify the potential for automation

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.

Increase agents productivity

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 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:

Save time

Improving
Customer Experience

Costs

Reducing
Operational Costs

Customers

Increasing
Agent Efficiency

Improve customer experience with a digital contact center

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  • 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.