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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....

On the latest episode of Movers & Shakers, our Co-Founder & COO, Justin DiPietro, sits down to discuss the hype around conversational artificial intelligence (AI) and offers insight into how SaleMove views the future of bots. According to Justin, Conversational AI, most often in the form of ‘chatbots’, typically falls into one of two categories, logical conversation or natural language processing (NLP). Logical AI essentially acts like a form that gets filled out, but is structured as...

There is certainly no shortage of hype around the topic of artificial intelligence (AI). Every day we find grand proclamations about the arrival of next-level bots, machine learning, and AI - that may or may not kill us. But, like most “next big things”, what you read is not necessarily what you get. In fact, the current state of AI is a far cry from the “end all, be all” we often read about. In a Perfect...

  While every industry faces customer experience challenges, not many face the unique obstacles found in Financial Services. In our latest episode of Movers & Shakers, Teron Douglas of Bank of America sits down to discuss how innovation and a new way of thinking have led to interesting breakthroughs in delivering a better customer experience. Traditionally, Financial Services is an industry mired in heavy regulation and antiquated thinking. But, recent developments in the space and disruption by smaller, more...

Automation is the name of the game in 2016. Companies like Domino’s and Macy’s are increasing efficiency by using bots as a part of their customer service process. In fact, you’ve likely interacted with one while trying to reach a desired party through an automated phone system. Through an Interactive Voice Response (IVR) system, callers can often access the information they desire without having to talk to a real person. Before you start worrying about bots...

In the past few years, bots have exploded in popularity far beyond Siri. Facebook Messenger now has 11,000 bots for users to speak with, from an Invisible Girlfriend that acts as a custom digital girlfriend to a BFF Trump bot that replies to queries with quotes from presidential candidate Donald Trump. Of course, bot software also automates more serious tasks, like recruiting workers for open job positions and monitoring customer interactions. The advancing technology leads some, like...

According to the most recent Accenture Global Consumer Pulse Survey measuring the experience of 24,489 customers in 33 countries across 11 industries, “52% of consumers have switched service providers over the past year due to poor customer service”. In the United States alone, Accenture claims that the estimated cost to companies for customers making this switch is $1.6 trillion in lost revenue. But, what do these customers mean when they cite poor customer service as the reason...