On 4th of July 2017, the American Independence day, military service members or veterans of the US military were in for a pleasant surprise when they called U.S Bank's customer service department. The bank's staff greeted them with the words, "Thank you for your service", before beginning the official conversation.
The bank's CRM solution could identify the users’ profession from their calls in real-time and flash the appropriate greeting on the computer screens of the staff taking those calls. In a similar fashion, the bank’s staff could also wish customers on their birthday in real time due to the AI powered technology.
As a sales leader, you would be happy to know that the current breed of AI powered conversational analytics platforms are so advanced that they feature virtual assistants which ensure that enterprise sales and customer service teams get a 360 degree view of the customer in real-time, while mimicking a human conversation.
Here's an example on how conversational AI can help enterprise sales personnel.
Consider the sales staff of a leading enterprise who meets business leaders of large corporates for selling their products and services. Let's assume that these sales personnel are armed with an AI based conversational sales assistant on their phones. This sales assistant can converse with them in real time and support them with all the necessary information to prepare before meetings, update latest information about all the recent transactions, answer insightful questions during the customer meeting as well as update the opportunity after the meeting.
Being a sales leader, you would agree that even to collect basic opportunity and sales performance information takes on an average 17 minutes per meeting, especially considering the constant back-and-forth process that ensues. For a sales team of five and each one averaging eight meetings every week, a Conversational AI assistant can end up saving up to 50 hours of your sales team’s productive hours every week, just on the basic preparation.
The best-of-breed AI powered sales assistants are helping sales leaders and sales teams in the following ways:
Helping salespeople become better professionals by listening and analyzing their calls: AI assistants use natural language processing and machine learning to help train and suggest information to sales people and other customer service reps. These platforms enable sales and marketing teams to analyze strengths, areas of improvement, and challenges that arise during sales calls to improve the team's sales tactics and close more deals.
Enabling companies to automatically verify leads without the need for a 24/7, on-demand sales staff: If your company has leads coming from various sources, AI assistants help qualify them and free up sales reps to focus only on the leads most likely to turn into sales. Some assistants also use machine learning to parse customer data on CRM, website, social media and email to score your leads and tell you which ones to focus on. They can also help you in your conversation with your customers, check your grammar and better personalize your emails through this data.
Humanizing AI assistants through Conversational Analytics: Besides doing all of the aforementioned activities, a conversational analytics solution like ConverSight.ai from ThickStat can help your sales team to get instant replies to queries around sales pipelines, new products, forecast vs actual, overdue opportunities, and customer insights among others. ConverSight.ai makes this possible by making self-service business intelligence sound like a normal human being, through its humanized interface :)
With the advent of AI assistants, It’s quite evident that the future job definitions of sales personnel would undergo a drastic change. Only time will tell as to how the profession adapts to these changes to ensure it takes maximum advantage of the opportunities AI offers.