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 permits organizations of any measurement and trade to create highly effective assistants that may automate their customer support, gross sales, and advertising 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 Put up, 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 wanted 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, sources, and value.
We subsequently 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 current techniques seamlessly. Having insights into trade ache factors, we created an all-in-one platform that addresses present challenges and in addition units the brand new normal for buyer expertise automation.
Born Digital’s core product is a conversational AI no-code platform that permits 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 gives a simple, cost-efficient, and quick manner for non-technical makes use of to create bots and analytics studies utilizing a drag-and-drop builder.
- The all-in-one platform affords a complete resolution that easily integrates the flexibility to investigate interactions at scale. This lets you consider bot and human agent efficiency simply, perceive your clients higher, and establish areas of enchancment.
- Superior Use of LLMs and GenAI: Our platform leverages superior Giant 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 a number of the misconceptions you’ve come throughout relating to integrating AI into customer support?
It is essential 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, making certain a easy 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 typical perception that AI within the context of buyer expertise is right here to switch people. Corporations that come to us in search of AI options inform us that they’re doing so to assist their group members and allow them to concentrate on fixing complicated issues as an alternative of repetitive or lesser difficult one. Their aim is to not let go of their customer support group.
Might you spotlight how corporations 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 comparable to contracts and funds, in addition to technical subjects comparable to web and telephone malfunctions. A 30% price 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 injury 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 sensible routing voice assistant that may greet callers by identify 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 quicker decision. A post-call survey Voice Bot was additionally deployed to supply on the spot name scores. This led to a service degree above 90% and saved 10% of operators’ time.
Are you able to share your views and expertise on why human brokers working with AI supply a greater expertise than brokers working alone?
Nicely, many have been saying that Generative AI will part people out of the shopper expertise course of. I don’t assume that’s doable as many complicated and delicate buyer points want essential pondering and empathy, which AI nonetheless can not totally present but. Prospects worth connection, and it could possibly get irritating if you happen to’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 corporations 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 wish to say that Digital People have three competencies: human look, worflow automation, and analytics.
We significantly concentrate on 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 are complicated and utilizing digital people to simplify it and make it extra human. Issues comparable to serving to individuals via funds, passport renewals, choosing the right plan, via to many different areas in e-commerce and different sectors.
What are the present greatest challenges of growing Digital People?
From a technical perspective, what we’re primarily specializing in now could be creating real looking lip-syncing and facial expressions and making certain pure full-body actions. Integrating these multimodal inputs in real-time to realize high-quality animation that avoids the “uncanny valley” impact inside present software program constraints are essential.
What key concerns do you suggest for corporations pondering of deploying Digital People?
Crucial one I might 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 comparable to checking financial institution balances or transferring funds, current voice and chatbots are most definitely usually sufficient. Digital people could not add vital worth in these situations. Nonetheless, 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 comparable to understanding product options and selecting the best web plan. Technically difficult duties will also be given a comforting and supportive contact with digital people.
The second key consideration is making certain 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 personalised dialogues.
Born Digital makes use of a expertise referred to as Dialog Analytics that helps corporations uncover insights from conversations (chats, calls, and emails) – what is that this particularly?
Dialog Analytics is the flexibility to robotically generate actionable insights from buyer conversations to enhance operations, agent efficiency, and extra. The aim is to allow leaders to make data-driven choices and perceive what is occurring of their enterprise.
For Buyer Expertise, it analyzes parameters comparable 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 traits in sentiments, and it may be carried out on the agent degree or group degree by aggregating insights throughout a number of calls.
For corporations seeking to combine AI, whether or not or not it’s into their customer support, advertising, gross sales, or monetary capabilities – what are the steps and concerns you’d suggest for fulfillment?
Integrating AI into your corporation requires a strategic strategy, so I all the time advise to begin by defining your goals and assessing your present infrastructure and technical capabilities. Select AI options that align along with your wants and start with a pilot mission to grasp potential challenges. You additionally want to make sure your information is high-quality and contain a cross-functional group in growing the AI technique. An important step is to determine guardrails to observe efficiency and supply coaching for workers.
Thanks for the nice interview, readers who want to be taught extra ought to go to Born Digital.