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According to McKinsey & Company, digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented coordination of people, processes, and technologies” and in today’s rapidly-changing business climate, it’s also crucial to survival. So how can an organization pull it off? In his recent book, Driving Digital Strategy, Harvard business professor Sunil Gupta explains what he learned by studying the digital approaches of not just upstarts such as Apple, Amazon,...

Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in their call centers with bots. In theory (and in Facebook CEO Mark Zuckerberg’s mind) it makes perfect sense. In the United States, one in 25 employees is a call center worker and staffing costs are often one of a company’s biggest expense, so why not invest in a cheap technology that will...

With more than 80% of the data gathered being unstructured and unusable, companies are leaving a lot of value on the table. To recover that value, they have to be able to make sense out of massive amounts of unorganized information, and so companies are turning to artificial intelligence to help separate the valuable data from the noise. With AI and machine learning, companies are able to turn their previously unusable data scraps into valuable business...

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...

Omnichannel Customer Engagement (OCE) revolves around the ability to deliver a consistent experience across all of a company’s channels. Whether a customer uses live chat, a call center, or speaks directly with a representative face-to-face, customers expect the quality of the interaction to be seamless regardless of the channel. A company’s strategy for OCE is important. The Aberdeen Group found that companies with the best omnichannel strategies retained 89% of their customers, as opposed to only...

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...

Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have the necessary tools to deliver a positive experience at every customer touchpoint. This is especially true in the contact center - where each customer engagement weighs heavily on their overall experience and satisfaction. So, how do we ensure that support agents have all the tools and context they need to go above...