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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...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of industry, customers expect immediate support, accurate answers to their questions, and ultimate convenience. It’s simply not enough to just be better than your competition. Instead, you’re expected to match the experience offered by companies like Amazon or Apple. Providing an experience that meets or exceeds the heightened expectations of the customer is difficult....

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....

Our engineers have been very busy over the past few months. We’ve leveraged CoreOS to provide increased security and introduced Overseer, which helps companies engage their website visitors more effectively. But our last big announcement of the year is probably our most ambitious. We’re very happy to announce the release of our very own software development kit (SDK). The SDK should go a long way towards allowing enterprise companies to use SaleMove in a more flexible and...

These days, consumers are becoming more and more connected to non-stop content that is based on their personal preferences. This flow of information spills out to people on their phones, tablets, and other machines. To get access to these data-driven solutions, customers must provide personal information. It’s easier for users to give up personal details when they trust the names of the providers. Names like Siri, Alexa, and Cortana would have seemed like characters in a Greek...

Research has shown that adding video chat to your existing sales process can foster many benefits: longer customer visits and positive brand association, reduced drop offs, declining return rates, and even an increased likelihood of customers leaving product reviews. Right now, video chat for companies is largely an untapped resource. However, experts believe usage of video chat as a sales platform will explode within the next several years as video calling adoption rates among consumers have skyrocketed....

From Facebook to Apple, some of the biggest tech companies are turning to bots in an attempt to simplify the online purchase process. Unfortunately, the reality is that the technology - regardless of its advances in logic trees, natural language processing, and machine learning - must always be backed up by real people. The human interaction is simply a necessary piece of the Customer Experience puzzle that will only increase in relevance to conversion rates over...