A Framework for Implementing Artificial Intelligence in the Enterprise

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A Framework for Implementing Artificial Intelligence in the Enterprise

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  Confidential The In-Person CustomerExperience… Online A Framework for Implementing Conversational Artificial Intelligence in the Enterprise

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  Confidential The Truth AboutArtificial Intelligence Executives imagine an AI engine that can replace humans while increasing customer experience 3 Google, IBM, Microsoft have invested billions of dollars into AI engines to power the future of B2C conversation, and the industry is still years away from passing the Turing Test. The problem: it’s unrealistic to go directly to consumer facing without optimization How SaleMove helps - SaleMove enables our clients to implement conversation AI with zero impact on customer experience in 3-6 weeks.

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  Confidential 4 Current ConversationalAI Technologies The hype is confusing two types of conversational technologies No machine learning or natural language processing Common in very simple bots More closely resembles a simple web form & produces replies based on set questions Logical AI (rule based) Utilizes machine learning and nat. lang. processing High failure rates Produces replies bases on parsing words and phrases Natural Language Processing (NLP) Example: If the specific word “accident” is used respond with “Please make sure you contact emergency services…” Example: If any word that could be accident such as [accident, crash, emergency] or there is a misspelling than respond with “Please make sure your contact emergency services…”

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  Confidential 5 NLP AIis Currently Commonplace Google has incorporated NLP AI into their search engine for the last decade

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  Confidential 6 Current Players Theconversational AI engine market is comprised of both major technology providers and a plethora of startups Security Enterprise SLA’s Major Players Fast technology Integrates out-of-the box with external platforms Startups SaleMove’s View - SaleMove recommends enterprises start with major technology and experienced implementation partners.

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  Confidential 7 The Evolutionof Major UI Technological Shifts The consumer user interface has gone though several iterations, within each one partners have developed the technology for major enterprises Present Desktop Website Platforms Partners that build Websites Mobile Websites Partners that build Mobile Websites Mobile Apps Partners that build Mobile Apps Conversational AI Partners that build Conversational AI 201020001990

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  Confidential 8 With EveryMajor UI Shift Optimization is Important For conversational AI optimization is not only important, it is the fundamental foundation of how the technology is deployed Conversational AI Partners that build Conversational AI Keywords Phrases Conversational Topics External Data Feedback Conversational data AI Responses

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  Confidential 9 Short Tailto Long Tail Conversation Topics Complexity of Conversation Topics Frequency What is my account balance? How much do I need to put down for a $1M Mortgage? How do I send a wire? If I have 40k in debt and a low credit score can I still qualify for a loan? How can I set up an automated monthly wire? The system says I need to contact the bank because of potential fraud? AI optimization starts with the short tail and over time progresses to the long tail while incorporating external data sources

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  Confidential SaleMove’s AI KaizenLaunch Plan 10 Humans A practical approach to leverage AI technology and benefits without sacrificing CX AI-Powered Humans Human-Powered AI Full AI 1Phase 2Phase 3Phase 4Phase How SaleMove helps - SaleMove manages the process for our clients through all four stages. Deploying the Bot customer facing to start out will cause a negative customer experience

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  Confidential Humans 11 Gathering data tounderstand what the customers are asking Using the insights gathered from synthesizing the most accurate, effective and relevant responses Utilize humans to gather data to analyze customer requests 1Phase How SaleMove helps - SaleMove’s success management team leverages your OmniCore logs to run analysis on your human-to-human conversations.

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  Confidential AI-Powered Humans 12 Pointing theconversational AI engine on the agents, allowing them to decide when the AI response is appropriate or not 2Phase How SaleMove helps - The responses that are gathered in Phase 1 are consumed by SaleMove’s “OmniGuide” platform, standardizing best practices across your team of agents. Supercharge and standardize agents for operational efficiency Conversational AI accuracy level achieved is around 90% Maintain a positive customer experience, don't let the AI learn from live mistakes with your customers

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  Confidential 13 Human-Powered AI TheAI starts driving the conversations with humans coming in when needed, never a hard transfer 3Phase How SaleMove helps - OmniCore’s continuous learning and optimization reduces dependency on human agents. Bots handle replies automatically when accuracy over 90% Less involvement by agent enables them to easily manage multiple engagements at once Agents step-in when accuracy of reply is less than 90% Success measured by ratio of bot to human replies

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  Confidential 14 AI enginesexecuting end-to-end conversations with an accuracy level of at least 95%. Confidence interval of each AI- generated response is weighted to maximize customer experience. Full AI The AI engine becomes accurate enough that it can “staff” 24/7 with very few hard transfers to a human 4Phase How SaleMove helps - The combination of OmniGuide and OmniCore delivers all your customer engagement, routing, feedback surveys, failover to live agents and analytics.

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  Confidential 15 SaleMove’s InvolvementThrough the Phases SaleMove leverages our platforms and works with your organization throughout each stage How SaleMove helps - SaleMove’s success management team leverages your OmniCore logs to run analysis on your human-to-human conversations. 1Phase 2Phase 3Phase 4Phase Humans AI-Powered Humans Full AI How SaleMove helps - The responses that are gathered in Phase 1 are consumed by SaleMove’s “OmniGuide” platform, standardizing best practices across your team of agents. How SaleMove helps - OmniGuide’s continuous learning and optimization reduces dependency on human agents. How SaleMove helps - The combination of OmniGuide and OmniCore delivers all your customer engagement, routing, feedback surveys, failover to live agents and analytics. Human- Powered AI

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  Confidential 16 Conversational AIImplementation Process Utilizing the OmniCore and OmniGuide platform conversational AI can be deployed in 3-6 weeks Implementation Optimization 3 - 6 Weeks Duration dependent on technology and complexity Kickoff Strategy Phase 1 - Humans OmniCore Installation Phase 3 - Human powered AI Phase 4 - Full AI Phase 2 - AI-Powered Humans OmniGuide Production Launch Phase 2 - AI-Powered Humans

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  Confidential Thinking of implementingAI? 17 To learn more about intelligent implementation of artificial intelligence or chat bots, visit SaleMove.com and request a free consultation.