Zenon Sliwka is the Co-founder and Chief Gross sales Officer of Born Digital, a number one All‑In‑One AI platform for anybody to design, construct, and deploy AI Digital Assistants that may deal with something — from buyer queries to outbound calling — with out the necessity for builders. Born Digital allows organizations of any dimension and trade to create highly effective assistants that may automate their customer support, gross sales, and advertising and marketing efforts.
Zenon has 20+ years of expertise in senior administration and enterprise/digital transformation. Led line groups in worldwide logistics, telecommunication & banking industries (DHL, Deutsche Submit, Deutsche Telekom, GECapital).
What motivated you to determine Born Digital, and the way has your in depth expertise in IT and administration influenced the event and success of this platform?
I spent over 20 years within the IT trade the place I noticed inefficiencies in conventional customer support processes. I noticed that these conventional strategies had reached their limits and it turned clear to me that we would have liked one other layer to have the transformations wanted.
AI had the potential to behave as that new layer. By automating workflows and queries, AI-powered voice and chatbots can save time, assets, and price.
We due to this fact based Born Digital in 2019, leveraging each my expertise and our CEO Tomas’ expertise in course of administration to information the event of those AI options that may combine into present programs seamlessly. Having insights into trade ache factors, we created an all-in-one platform that addresses present challenges and likewise units the brand new normal for buyer expertise automation.
Born Digital’s core product is a conversational AI no-code platform that allows any enterprise to create AI brokers. Are you able to clarify the way it works and the way it differentiates itself from different options available in the market?
Born Digital is a Conversational and Generative AI-powered no-code platform that permits non-technical individuals to automate buyer interactions, uncover actionable insights, and streamline workflows.
Our key differentiators are:
- The no-code UI platform offers a simple, cost-efficient, and quick method for non-technical makes use of to create bots and analytics stories utilizing a drag-and-drop builder.
- The all-in-one platform gives a complete resolution that easily integrates the flexibility to research interactions at scale. This lets you consider bot and human agent efficiency simply, perceive your clients higher, and determine areas of enchancment.
- Superior Use of LLMs and GenAI: Our platform leverages superior Massive Language Fashions (LLMs) and Generative AI (GenAI) to enhance the capabilities of bots, permitting for extra pure and correct interactions which really feel human-like.
What are among the misconceptions you might have come throughout relating to integrating AI into customer support?
It is necessary to handle expectations relating to what AI can obtain independently. Some individuals can have unrealistic expectations of outcomes from deploying AI however profitable implementation requires setting clear guardrails, guaranteeing a clean transition between AI and human brokers, and testing varied situations.
This takes me to the subject of AI working in unison with people. There’s a standard perception that AI within the context of buyer expertise is right here to exchange people. Firms that come to us looking for AI options inform us that they’re doing so to assist their staff members and allow them to give attention to fixing complicated issues as a substitute of repetitive or lesser difficult one. Their purpose is to not let go of their customer support staff.
Might you spotlight how firms like AXA, Samsung, and Deutsche Telekom have improved their buyer expertise utilizing Born Digital?
The answer we created for Deutsche Telekom addresses all non-technical points equivalent to contracts and funds, in addition to technical subjects equivalent to web and telephone malfunctions. A 30% value discount was noticed, saving 56 FTEs, and sustaining the identical gross sales KPIs with fewer operators.
With AXA, we automated their journey insurance coverage, claims dealing with, FNOL, well being help, and harm reporting. With our AI E mail Processing resolution, they automated 20% of calls within the Claims Dealing with Division and 87% of chat conversations, decreasing wait instances and growing NPS by 7 factors.
With Samsung, we deployed a wise routing voice assistant that may greet callers by title and perceive their question to prioritize routing. It collects info from the caller when the road is busy, then passes it to human brokers for sooner decision. A post-call survey Voice Bot was additionally deployed to supply immediate name rankings. This led to a service stage above 90% and saved 10% of operators’ time.
Are you able to share your views and expertise on why human brokers working with AI provide a greater expertise than brokers working alone?
Effectively, many have been saying that Generative AI will section people out of the client expertise course of. I don’t suppose that’s potential as many complicated and delicate buyer points want important pondering and empathy, which AI nonetheless can not absolutely present but. Prospects worth connection, and it might get irritating in case you’re caught in a loop of AI solutions. Permitting individuals to simply attain a human agent is essential. So, what’s the profit of getting AI in your buyer exerience? Quicker decision instances, 24/7 availability, and workflow automation. This all assists your brokers in doing a greater job.
Digital People are gaining traction. What is that this expertise and what do you see as the primary advantages for firms to include Digital People into their groups?
Digital people are avatars which have autonomous animation, and may join into conversational AI to essentially drive dynamic and interactive experiences.
We prefer to say that Digital People have three competencies: human look, worflow automation, and analytics.
We significantly give attention to the enterprise market, as a result of we noticed that there are a variety of difficult issues in enterprise. That’s all about taking issues which can be complicated and utilizing digital people to simplify it and make it extra human. Issues equivalent to serving to individuals by funds, passport renewals, choosing the right plan, by to many different areas in e-commerce and different sectors.
What are the present greatest challenges of creating Digital People?
From a technical perspective, what we’re primarily specializing in now could be creating life like lip-syncing and facial expressions and guaranteeing pure full-body actions. Integrating these multimodal inputs in real-time to attain high-quality animation that avoids the “uncanny valley” impact inside present software program constraints are necessary.
What key concerns do you suggest for firms pondering of deploying Digital People?
An important one I’d say is evaluating the suitability of their use instances. In different phrases, do you even want a digital human for that state of affairs? For simple, fast duties equivalent to checking financial institution balances or transferring funds, present voice and chatbots are probably usually sufficient. Digital people could not add important worth in these situations. Nevertheless, for extra difficult interactions and buyer journeys, digital people can actually improve the expertise by constructing belief and confidence, serving to clients with complicated choices equivalent to understanding product options and choosing the proper web plan. Technically difficult duties can be given a comforting and supportive contact with digital people.
The second key consideration is guaranteeing that the underlying conversational AI and NLP expertise is superior sufficient to assist significant, interactive conversations. This lets digital people interact in additional interactive and customized dialogues.
Born Digital makes use of a expertise known as Dialog Analytics that helps firms uncover insights from conversations (chats, calls, and emails) – what is that this particularly?
Dialog Analytics is the flexibility to routinely generate actionable insights from buyer conversations to enhance operations, agent efficiency, and extra. The purpose is to allow leaders to make data-driven choices and perceive what is going on of their enterprise.
For Buyer Expertise, it analyzes parameters equivalent to what subjects have been mentioned, sentiment, and tone of voice. This offers you insights into buyer journeys and ache factors. For Agent Efficiency, it helps leaders by evaluating agent efficiency and offering suggestions. It identifies patterns and developments in sentiments, and it may be performed on the agent stage or staff stage by aggregating insights throughout a number of calls.
For firms trying to combine AI, whether or not it’s into their customer support, advertising and marketing, gross sales, or monetary features – what are the steps and concerns you’ll suggest for fulfillment?
Integrating AI into your enterprise requires a strategic method, so I all the time advise to start out by defining your goals and assessing your present infrastructure and technical capabilities. Select AI options that align together with your wants and start with a pilot challenge to know potential challenges. You additionally want to make sure your information is high-quality and contain a cross-functional staff in creating the AI technique. An important step is to determine guardrails to observe efficiency and supply coaching for workers.
Thanks for the good interview, readers who want to study extra ought to go to Born Digital.
