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Here’s a question for you: on a daily basis, how many times a day do you think customers yell at an Interactive Voice Response (IVR)? We’ve all done it. After several minutes of being bounced around from one non-helpful robot voice to another, we find ourselves yelling “Customer Service!” at a machined voice that is clearly not human. How many exasperated customers each and every day think to themselves while on a call or while conversing with a...

From sharing our latest ‘foodie adventures’ on Instagram to keeping track of our friends from college, social media has become an integral part of the millennial generation and beyond. In fact, the average American spends about 135 minutes a day on social media apps alone. Businesses have been taking note for years now, finding new and innovative ways to reach their customer base on various social media applications. The number of businesses using some form of...

We live in an interesting time. It wasn’t too long ago that data scientists, industry leaders, and lead developers were imagining what Artificial Intelligence (AI) was capable of. While it’s still uncertain how far we can take AI, the more important question is what can we do with what we already have? AI has moved from science fiction to reality, and innovative creators are finding that they can use it in new and unexpected ways, most...

Artificial Intelligence is all the rage in business right now, with companies clamoring to be at the front of the AI race. According to this analysis by Bloomberg, more and more organizations are mentioning AI on their earnings calls. While the concept of AI is becoming a bigger part of business conversations, implementation is often stagnated due to misconceptions about the technology. So,  what are the most common misgivings about AI? AI is Going to Replace All Jobs Understandably, some...

For the better part of the last decade, most of the best artificial intelligence (AI) was built on the back of natural language processing (NLP). While many people perceive AI to be something of a future technology, the truth is that not only has nearly everyone interacted with AI, they’ve interacted with NLP. According to Wikipedia, NLP is a field of computer science, artificial intelligence, and computational linguistics concerned with the interactions between computers and human (natural)...

The recent shutdown of Facebook’s M, a human-assisted AI chatbot, has caused some people to write-off conversational AI. While it’s true that this was a major story and minor strike against AI, we firmly believe reports of AI’s demise are greatly exaggerated. At SaleMove, we’re still very bullish on AI and its role in facilitating meaningful conversations between companies and customers. However, we still believe that in order for AI to be successful, the focus should be...

Lately it seems like everyone is talking about AI (Artificial Intelligence) and its impact on customer interactions. In the world of digitally based enterprises, companies are exploring every way that AI can assist in providing a better customer experience. This has led to a burgeoning interest across many industries in what is called Conversational AI. What is Conversational AI? At SaleMove, we define Conversational AI as the use of artificial intelligence in real-time customer communications. Most commonly, Conversational...

To use a bot in your business or not, that is the question. Recently, businesses have been working on improving their artificial intelligence engines, which have drastically simplified and improved the day-to-day operations of customer service agents.  This idea of being replaceable by machines was recently (and expertly) addressed in an iconic Pixar-like ad for University of Phoenix. Although some people have been reluctant to get onboard with artificial intelligence (AI) (and the bots fueled by it),...

Have you ever heard of the 80/20 rule? It says that you can accomplish 80% of a goal with 20% of the effort. After extensive research about freeform conversational topics between businesses and their customers, we found that this rule does not apply when helping our customers build conversational artificial intelligence (AI) engines. We believe this is because our data shows that over 80% of customer communication is more complex than originally anticipated. This can be viewed...

Recent advances in Artificial Intelligence (AI) have been changing and shaping businesses, most notably in their ability to bring customer experience (CX) to the next level. Although AI has become a staple amongst businesses of all sizes, full automation still seems out of reach. When it comes to AI-assisted customer service, the goal is to make the customer journey as seamless as possible; the customer should always feel like they’re speaking to a customer service agent....