In an exclusive interview, we had the privilege of sitting down with Ivan Dvoran, the mastermind behind Staffino‘s groundbreaking AI feedback tools. Teaming up with his partner in crime, Tomáš Rosputinský, CEO of Staffino, Ivan co-founded the company in 2014 with a bold vision to transform customer and employee experiences worldwide. With a rich background in marketing and a passion for AI technology, Ivan, now serving as Staffino’s CAIO (Chief AI Officer), is at the forefront of redefining feedback analysis and management.
Discover how Ivan’s cutting-edge AI feedback analysis and autonomous AI feedback responder are revolutionising the industry, and delve into his personal journey shaped by the transformative power of AI. Join us as we explore the intersection of innovation and human experience with Ivan Dvoran at the helm.
Exploring the Future of Customer Experience with Ivan Dvoran
- Ivan, you’ve transitioned from a background in marketing to overseeing AI product development at Staffino. What inspired this shift, and how has your marketing expertise influenced the development of Staffino’s AI features?
The shift was a natural progression for me. My marketing background taught me the importance of understanding customer behaviour, needs, and expectations. In AI development, these same principles apply but on a more sophisticated level. We use AI to analyse massive amounts of customer feedback in real time, helping businesses react faster and more effectively. My marketing experience influences the design of our AI features, ensuring they focus on customer-centricity—just as I did when crafting campaigns to engage customers.
- Can you share the moment or insight that sparked the idea for Staffino’s AI topic and sentiment analysis? How did you envision this feature changing the customer feedback landscape?
The lightbulb moment came when I realised how much unstructured feedback was being left untouched. Customers were sharing their feelings, frustrations, and joys, but most of it got lost in manual reviews. By developing AI customer feedback analysis, we empowered businesses to automatically categorise and prioritise this feedback. This feature transformed the feedback landscape by allowing our clients to act on emotional cues and emerging topics in real time, which would have taken ages to uncover manually.
- Can this AI feedback analysis adapt to different languages, industries, and business models?
Staffino’s AI is incredibly versatile. It’s multilingual, meaning it can process feedback in various languages with the same accuracy, whether it’s in Slovak, English, or another language. This is crucial for businesses operating in multiple regions.
In terms of industries, our AI is fully customisable. For example, in retail, it focuses on product quality and service, while in healthcare, it prioritises patient satisfaction and service efficiency. The adaptability extends to business models too—whether it’s B2B or B2C, the AI scales to fit the needs of small businesses or large corporations alike, providing insights that align with specific goals, be it customer loyalty or operational efficiency. This flexibility ensures that no matter the industry or language, the AI delivers actionable, relevant insights tailored to each business context.
- Moving on to the second feature, Staffino’s Autonomous AI Feedback Responder is described as much more than a regular chatbot. Can you explain what sets it apart from the typical chatbots we encounter online and how it enhances the user experience?
Our AI feedback response generator doesn’t just follow scripted flows or respond with templated answers. It integrates advanced natural language processing (NLP) and sentiment analysis to understand the emotional tone and context behind customer messages. It can prioritise urgent feedback, suggest personalised responses, and even automate issue resolution, reducing operational costs while enhancing the customer experience. It’s not just reactive—it’s proactive, creating real-time value from customer interactions.
Employees can review, tweak, or simply confirm the AI-generated responses, saving them the time and effort of drafting replies from scratch. Or, if our client opts for unassisted service, our AI response generator can handle the entire process autonomously, ensuring timely responses without human intervention. This frees up employees to focus on more complex tasks, improving efficiency and reducing the risk of mistakes. The result? Faster response times, fewer errors, and happier employees who can concentrate on higher-level problem-solving rather than repetitive tasks. But you know what they say—better to see once than to hear a hundred times. Hit YouTube and check out this 30-second product video on our AI feedback responder.
- How are Staffino’s AI technologies transforming the way businesses understand and respond to customer feedback in real life? Could you share one or two use cases or success stories from Staffino’s clients?
One great example is our pharmacy retail client, who leveraged our AI to automate feedback responses, reducing costs by 600% while improving engagement. Customers saw quicker, more personalised responses, and we also observed that the average basket size increased by 14%.
There are many more success stories to come, so make sure you keep an eye out for new additions to the CX case studies on our website.
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- With growing concerns around AI and privacy, how does Staffino ensure the ethical use of AI in analysing customer feedback and generating responses?
Staffino is committed to data security and privacy. We comply with GDPR and conduct regular audits to ensure our AI is used ethically. We use anonymised data for analysis, and all data is encrypted both in transit and at rest. Our AI processes feedback without compromising personal details, ensuring that customer privacy remains intact.
- How is Staffino preparing for the next wave of AI trends in customer service, particularly in hyper-personalization and predictive analytics?
At Staffino, we’re constantly evolving our AI technologies to anticipate and stay ahead of emerging trends. One major trend is hyper-personalisation, where AI delivers tailor-made customer experiences based on real-time feedback and predictive analytics. We’re already using AI to analyse feedback, but in the future, we’ll be focusing on more predictive insights, helping businesses meet customer needs even before they’re expressed.
Additionally, conversational AI is evolving rapidly. Staffino is enhancing its AI feedback responder to move beyond traditional customer service roles, aiming to create human-like interactions that don’t just respond but anticipate customer questions.
- What message do you have for companies that have not yet embraced AI for feedback analysis and management?
Honestly, if you’re not using AI for feedback analysis, you’re falling behind. In today’s fast-paced market, relying on manual feedback processes is not just inefficient—it’s a huge missed opportunity. AI doesn’t just save time. It uncovers insights you wouldn’t otherwise see, helping you respond to customer needs better and faster.
By the time you’ve manually processed feedback, your competitors using AI have already acted on it. Not embracing AI feedback tools is really just a waste of time… and money!
IVAN DVORAN
CHIEF AI OFFICER, STAFFINO
The future is here, and if you’re not leveraging AI for CX, you’re risking customer loyalty and long-term growth.
- Moving away from work, do you incorporate AI in your personal life? If so, could you share a fun or interesting way you use AI outside of Staffino?
Absolutely! I’ve been working on my own “AI assistant” to handle all the repetitive tasks—analysing data, generating reports, freeing me up to focus on strategy or enjoy weekends with my family. The goal? Automate my day-to-day life as much as possible.
I’m also into AI-generated music—it’s like having an AI DJ that always gets my vibe, no complaints about my odd playlist choices. It’s pretty cool to have music tailored to your mood without even asking.
- Lastly, as an AI enthusiast, what’s one AI gadget you wish existed to make life easier or more fun?
Honestly, I just wish home assistants didn’t act like they’re plotting a light switch rebellion. Every time I ask them to turn off the lights, they either don’t understand or think I’m asking for a weather report! It feels like they’re actively trying to confuse me.
That’s why I’ve made it a personal side project to build my own “Alexa v2.” It’s still in the works, but if anyone’s interested, I’m taking pre-orders! 🙂
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