The document outlines Salemove's framework for implementing conversational AI in enterprises, emphasizing the importance of optimizing customer experience during deployment phases. It discusses the challenges of current conversational AI technologies and provides a phased approach for integrating AI while maintaining service quality. Salemove's solutions help clients transition to AI in 3-6 weeks, enhancing operational efficiency and accuracy in customer interactions.

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

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1. Conversational AI Overview
2. Industry Players
3. A new UI
4. SaleMove’s AI Kaizen Approach
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Agenda

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The Truth About Artificial Intelligence
Executives imagine an AI engine that can replace humans while increasing customer experience
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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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Current Conversational AI 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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NLP AI is Currently Commonplace
Google has incorporated NLP AI into their search engine for the last decade

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Current Players
The conversational 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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The Evolution of 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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With Every Major 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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Short Tail to 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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SaleMove’s AI Kaizen Launch Plan
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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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Humans
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Gathering data to understand 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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AI-Powered Humans
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Pointing the conversational 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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Human-Powered AI
The AI 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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AI engines executing 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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SaleMove’s Involvement Through 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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Conversational AI Implementation 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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Thinking of implementing AI?
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To learn more about intelligent implementation of artificial intelligence or
chat bots, visit SaleMove.com and request a free consultation.