Sabrina Atienza's guest appearances

Sabrina Atienza

Sales Strategy & Enablement by Revenue.io

The Social Selling Podcast by Linking into Sales

One on One Interviews

The CRM Sushi Podcast, With Inbound Marketing Expert Wes Schaeffer The Sales Whisperer®

Jay Baer

Nikolaus Kimla

Tyler Lessard

Sangram Vajre

Craig Klein

Sam Mallikarjunan

Jon Ferrara

Kyle Porter

Kraig Swensrud

Matthew Bellows

Mathew Sweezey

Anita Campbell

Timo Rein

Bill Foster

Andy Rhodes

OwlTail

Anybody who has checked out this weekly series probably knows I have a kind of infatuation with voice technology and conversational AI.  I really look forward to the day where I can use natural language instead of typing, clicking and swiping for more of my interactions.  Which is why I’m always on the lookout for progressions, evolutions and transformations that may be leading to a day when that may be getting closer to happening.  One of the areas where you’re seeing lots of interesting stuff going on in the area of voice tech is customer experience.   And one way to improve that experience, particularly when you’re in need for assistance, is to have great interactions with a customer service agent who knows how to help you and can do it efficiently.  Earlier this week Pegasystems, a leading customer engagement platform, announced two new products, Voice AI and Messaging AI, that is looking to provide customer service agents with their own “co-pilot” to assist them in realtime as they help customers looking for immediate help.  And I was able to speak with Sabrina Atienza, director of product management at Pega, to share her thoughts on how voice and messaging AI can help human agents provide a better experience for customers in need and turn them into brand ambassadors for the company.

Anybody who has checked out this weekly series probably knows I have a kind of infatuation with voice technology and conversational AI. I really look forward to the day where I can use natural language instead of typing, clicking and swiping for more of my interactions. Which is why I’m always on the lookout for progressions, evolutions and transformations that may be leading to a day when that may be getting closer to happening. One of the areas where you’re seeing lots of interesting stuff going on in the area of voice tech is customer experience. And one way to improve that experience, particularly when you’re in need for assistance, is to have great interactions with a customer service agent who knows how to help you and can do it efficiently. Earlier this week Pegasystems, a leading customer engagement platform, announced two new products, Voice AI and Messaging AI, that is looking to provide customer service agents with their own “co-pilot” to assist them in realtime as they help customers looking for immediate help. And I was able to speak with Sabrina Atienza, director of product management at Pega, to share her thoughts on how voice and messaging AI can help human agents provide a better experience for customers in need and turn them into brand ambassadors for the company.

Sabrina Atienza of Pega – Voice AI helps agents become knowledge workers and brand ambassadors

Sabrina Atienza, Founder and CEO of Qurious.io, joins me on this episode.

Sabrina Atienza, Founder and CEO of <a href="http://Qurious.io" rel="nofollow" target="_blank">Qurious.io</a>, joins me on this episode.

536: Use AI on Sales Calls to Increase Rep Productivity. With Sabrina Atienza

http://www.thesaleswhisperer.com/blog/sharpspring-crm http://ReferWes.com http://BestCRMForMe.com  Sabrina Atienza UC Berkeley - physics and computer science and her co-founder is math, electrical engineering, and computer science Tried selling this into big-pharma and large enterprise She memorized scripts to go door-to-door in high school to raise money She learned all she could about sales. Lots of theory and hard to master it and apply it on a live call. Deep Learning since maybe 2012 has made AI more practical Speech recognition in real time in 2007 was not possible Prospects think there is “no way this will work in real time.” Recommends tight scripts for the first 20 seconds on a cold call. Creates “battle cards” for salespeople to reply. It takes practice to avoid cognitive overload. Module #1: AI listens to the best reps on the team to see how they open, ask high-impact sales questions, qualify, sequence, probes, trial closes, etc. Turn that into Battle Cards. Module #2: Real time listening Module #3: Analytics, post-mortem for management Refresh content on a weekly basis in the listening to update Play Books rapidly vs. six months to have an outsider manually create this. Make real scripts in real time vs top-down creation and delivery of scripts. Create Deck Sits on top of dialer or web conferencing platforms She uses Outreach Sits in the browser and detects when a call starts from your computer Detects when the call ends so sales reps don’t even have to click out. Full reporting and analytics. Shows discounts, rep questions, customer profiles, customer questions, trial closes, next steps Sales teams as small as five reps. Quantum Circuit Simulator during a hack-a-thon Qurious.io $80/seat/mo + $49/mo/seat for analytics 

<a href="http://www.thesaleswhisperer.com/blog/sharpspring-crm" rel="nofollow" target="_blank">http://www.thesaleswhisperer.com/blog/sharpspring-crm</a> <a href="http://ReferWes.com" rel="nofollow" target="_blank">http://ReferWes.com</a> <a href="http://BestCRMForMe.com" rel="nofollow" target="_blank">http://BestCRMForMe.com</a> <ul> <li>Sabrina Atienza UC Berkeley - physics and computer science and her co-founder is math, electrical engineering, and computer science</li> <li>Tried selling this into big-pharma and large enterprise</li> <li>She memorized scripts to go door-to-door in high school to raise money</li> <li>She learned all she could about sales. Lots of theory and hard to master it and apply it on a live call.</li> <li>Deep Learning since maybe 2012 has made AI more practical</li> <li>Speech recognition in real time in 2007 was not possible</li> <li>Prospects think there is “no way this will work in real time.”</li> <li>Recommends tight scripts for the first 20 seconds on a cold call.</li> <li>Creates “battle cards” for salespeople to reply.</li> <li>It takes practice to avoid cognitive overload.</li> <li>Module #1: AI listens to the best reps on the team to see how they open, ask high-impact sales questions, qualify, sequence, probes, trial closes, etc. Turn that into Battle Cards.</li> <li>Module #2: Real time listening</li> <li>Module #3: Analytics, post-mortem for management</li> <li>Refresh content on a weekly basis in the listening to update Play Books rapidly vs. six months to have an outsider manually create this.</li> <li>Make real scripts in real time vs top-down creation and delivery of scripts.</li> <li>Create Deck Sits on top of dialer or web conferencing platforms</li> <li>She uses Outreach Sits in the browser and detects when a call starts from your computer Detects when the call ends so sales reps don’t even have to click out.</li> <li>Full reporting and analytics.</li> <li>Shows discounts, rep questions, customer profiles, customer questions, trial closes, next steps Sales teams as small as five reps.</li> <li>Quantum Circuit Simulator during a hack-a-thon <a href="http://Qurious.io" rel="nofollow" target="_blank">Qurious.io</a></li> <li>$80/seat/mo + $49/mo/seat for analytics</li> </ul>

Qurious Co-Founder Sabrina Atienza Is on The CRM Sushi Podcast #12