NelsonHall’s Customer Experience (CX) Services lead analyst, Ivan Kotzev, wrote about how Movate is striding aggressively to capture Generative AI Opportunities in the market at a time when IT and CX managers find various opportunities and applications of gen AI promising.
Ivan shared in his blog titled “Movate moves aggressively to capture generative AI opportunities” how Movate’s Innovation Labs is building a suite of offerings and platform accelerators and then piloting with B2B2C brands to capture the first-mover advantage in the market.
NelsonHall’s discussions with Movate revealed its gen AI journey, developments from pilot projects, and business outcomes that ensued.
Besides echoing what Movate offers, Ivan mentioned the accelerators that assist in deployments. These include:
Ready-to-pilot governance models to explore, search, identify, and recommend resolutions to different issues, which have summarization capabilities to classify key themes and clusters in CSAT, NPS, and customer feedback surveys.
Topic modeler for grouping similar clusters and classes and providing the impact of business KPIs, an automated KPI trend analysis, and an automated test case generator. The team is working on automated customer support tasks, automated parsing and transformation of data, content creation, automated behavioral analysis, and root cause analysis.
The aim is to leverage models, libraries, and tools across industries & service lines as clients seek to know the range of possibilities with gene AI for customer-facing processes and employee augmentation.
An Integrated Platform Overall
Movate’s offerings come not as a standalone platform but one that integrates with internal and external platforms.
Integration with Movate Edison CX transformation platform involves CCaaS, training and performance management, WFM, knowledge management, and QA. The unique integration within Edison brings practical “on-the-floor” benefits. ChatGPT-based bot to detect customers needing assistance, invoking help articles, Chat GPT assistant plus case generators. Use cases include troubleshooting issues, summarization of long discussions, and using various resources such as chat history, customer feedback, and previous CSAT scores to drive personalized recommendations.
Enterprises that invest in platforms such as Freshworks Freddy AI, Azure Open AI, and Salesforce Einstein GPT present opportunities for Movate’s custom deployments and point solutions across sales, service, marketing, and commerce cloud. Opportunities include personalized product recommendations, campaigns and sales enablement, intelligent lead qualification, and self-service assistants–all these can be customized to the customer persona.
Given the headwinds the industry is facing today (at the time of writing this blog), GenAI holds a lot of promise as the disruptor and change agent. Global AI investment is slated to hit $200 billion by 2025 according to Goldman Sachs Research. Yet, amidst the heightened interest, very few organizations have taken a big committed call on the technology yet. Most clients are running pilot projects, which is a great way to assess the considerations in a controlled environment. Movate’s dedicated GenAI CoE is geared to co-create and co-innovate with clients to drive personalized & sustainable transformation that impacts business outcomes.
Movate’s Gen AI CoE includes nearly 50 industry and technical SMEs such as LLM engineers, knowledge management and data training experts, prompt engineers, and language designers.
Pilot Projects Underway
Nine pilot projects with top brands in data storage, communications, cloud, cybersecurity, and hardware are underway. NelsonHall listed out the potential benefits across these projects: Extending customer support to 24×7, improvement in time to resolve by 15-25%, engineer productivity spike by 35-40% and CSAT improvement of 10-15%.
A prime example is the pilot project for a leading multinational storage OEM client for whom the team is working on the returns management process. Here are some details of the project:
- Integrated Azure Open AI model with Salesforce Service Cloud.
- Trained the algorithm on nearly 1K customer service knowledge articles.
- Converted them to approximately 5K articles.
- Launched a ChatGPT bot that retrieves relevant articles.
- Triggers the RMA, and the credit issuing procedures.
- Offers status updates on the returns and other shipping information.
- Auto-creates the case in Salesforce plus integration with the Movate Edison platform for the agent’s next-best course of action if the case requires human intervention.
The bot allows support without any French-speaking resources thanks to its machine translation to the French language.
Strong focus on Data Protection
Ivan touched upon data protection in the current GPT model and mentioned Movate’s generative AI security assessment as-a-service offering.
Movate relies on the enterprise security frameworks built into Azure Open AI and Salesforce Einstein GPT.
The know-how in enterprise security comes to the fore in customer security to user management, authentication, single sign-on, and endpoint protection. Security best practices cover vulnerability assessment and penetration testing (VAPT), transfer encryption, data loss prevention, and storage.
Leveraging speed and flexibility
According to his blog, optimizing the ROI and leveraging the full capabilities of platforms have been persistent challenges for new CX technology deployment and no doubt that this technology demands a higher level of business evaluation, customization, and managed services for CX-specific processes or enterprise-specific intelligence.
Movate is assessing the biggest market needs and strong demand will also likely come from the regular technology updates such as ChatGPT 5.0, where clients need support before and during the transition.
A current yet frequent request from organizations is on the data training and validation side. “Knowledge curation is also an area with the heaviest resource augmentation needs, and Movate was up to the task in deploying 10-12 experts for a large-scale security client,” wrote Ivan Kotzev.
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