Movate helped a leading broadcasting corporation transform sales outcomes with generative AI. The client is a leading satellite radio and music streaming provider with over 35 million active subscribers. Movate has been a strategic partner for 14+ years managing support across customer journey including pre-sales, sales, and post-sales covering product inquiries, subscriptions/accounts, billing & discounts, and support.
The client was looking to improve efficiency and the effectiveness of their sales processes by leveraging generative AI and in turn improve customer satisfaction, sales conversion and business growth.
The client’s challenges
Handling objections effectively as agents faced difficulties in managing customer objections in real-time, needing quick adaptability to convert potential resistance into successful sales outcomes.
Navigating multiple systems as associates and engineers faced inefficiencies due to switching between various systems for customer data, scripts and offers. This meant further delays and impacts the overall flow of interactions.
Personalizing offers on-the-go was a challenge as limited calls constrained associates’ ability to personalize offers in real-time, thereby leading to missed upsell and cross-selling opportunities and reduced conversion potential.
Movate’s Solution
Enhancing customer engagement with GenAI-powered agent assist: Movate implemented a GenAI-enabled Agent Assist solution specifically designed to streamline and empower sales interactions. By leveraging predictive AI, the solution offers real-time recommendations for next-best actions tailored to each customer’s intent and unique requirements. This has allowed agents to handle objections swiftly and accurately, transforming potential obstacles into valuable engagement opportunities, thereby enhancing both customer service experience and satisfaction.
Continuous learning for consistent improvement: To provide the highest standard of personalization, Movate’s AI model is trained on historical call data, continuously evolving through the transcription and analysis of successful resolutions. This dynamic learning model equips agents with context-driven, real-time guidance, enabling confident objection handling and boosting conversion rates, especially for renewals and upselling opportunities. This capability anticipates and fulfills evolving client needs, builds stronger loyalty and trust over time.
Continuous learning for consistent improvement: To provide the highest standard of personalization, our AI model is trained on historical call data, continuously evolving through the transcription and analysis of successful resolutions. This dynamic learning model equips agents with context-driven, real-time guidance, enabling confident objection handling and boosting conversion rates, especially for renewals and upselling. This capability lets us anticipate and fulfill evolving client needs, building stronger loyalty and trust over time.
Through a Gen AI-powered sales enablement solution, Movate has empowered the client achieve higher-quality interactions that boosted their sales conversion rates.