THU NOV 02 2023

The Power of Computer Vision in Enhancing Sales Conversations: Decoding the Unsaid with Aviso AI

by Bithika Bishesh

In today's digital landscape, the success of sales interactions is not just based on verbal communication but also on the subtleties of facial expressions, body language, and other non-verbal cues. These 'unsaid' elements can provide invaluable insights into a customer's mindset. This is where the domain of computer vision becomes crucial. 

Computer vision is a field of artificial intelligence (AI) that teaches machines to interpret and act on visual data, much like how humans use their eyes to understand the world. Recognizing the immense potential of this technology in understanding these unsaid cues, Aviso AI is at the forefront, pioneering groundbreaking computer vision technologies.

Mehrabian’s Golden Ratio: Beyond the Spoken Word

First, let's set the stage with the Mehrabian 7-38-55 rule. This intriguing principle sheds light on how only 7% of communication is derived from the text, while a staggering 38% comes from voice tonality, and an even more astonishing 55% is from visual aspects.

According to Mehrabian's groundbreaking research:

  • 7% of our communication is derived from the actual words we use. This encompasses the textual content of our conversation.
  • 38% comes from voice tonality, which includes the pitch, rhythm, volume, and rate of speech. The way something is said often holds more weight than the content of the words themselves.
  • A compelling 55% of our communication is through visual cues, majorly body language. This visual realm of communication consists of facial expressions, posture, gestures, and even eye movements.

Why It Matters in Sales

For sales professionals, this ratio becomes profoundly important. Closing a deal or fostering a client relationship isn't just about what's being said. It's about reading between the lines, catching the subtle undertones in a client's voice, and observing the unsaid cues in their body language.

Imagine pitching a product to a potential client. While their words might convey interest, their folded arms, lack of eye contact, or frequent checking of another screen could suggest unease or skepticism. Recognizing and responding to these cues can make the difference between a successful pitch and a missed opportunity.

Navigating the Pinocchio Effect: Truth or Deception?

Building on this foundation, Aviso AI delves into the 'Pinocchio Effect' — a dynamic blend of text and audio analytics to detect deception. Text alone can result in false positives, but when fused with audio insights, the clarity and accuracy skyrocket. The crux here is that deception often manifests in subtleties; increased usage of third-person pronouns or a shift in tone, for instance. 

Deceptive cues can manifest in numerous ways:

  • Linguistic Changes: A sudden shift in the use of pronouns, especially a higher percentage of third-person pronouns, can be indicative. Deceptive statements often distance the speaker from the statement, making it impersonal.
  • Emotional Tells: Deceptive statements often carry a distinct emotional tone, leaning towards negativity. They might also be peppered with profanity or show heightened defensiveness.
  • Over-Description: An effort to over-explain, using more numbers, or being overly descriptive might indicate an attempt to cover up a falsehood with a barrage of details.

Why It Matters in Sales

Let's put this into perspective. Imagine you're a seller demonstrating a product to a potential buyer. At the end of the demo, you ask, “How do you feel about the product?”

It's crucial for sales professionals to grasp the essence of the 'Pinocchio Effect' for it provides a deeper understanding of the buyer's true sentiments. It’s not merely about detecting lies but discerning genuine concerns, reservations, or hesitations that a potential client might not overtly express.

Bringing It All Together: The Power of Gesture Recognition

Human interactions are a blend of words, tones, and gestures. Think about a simple nod, a raised eyebrow, or a folded arm. These actions often speak louder than words, conveying agreement, surprise, or defensiveness, respectively. Each facial expression and gesture acts as a prism, refracting the light of spoken words into a spectrum of deeper meanings.

Gesture recognition technology is designed to interpret human gestures via mathematical algorithms, allowing machines to respond to those gestures almost intuitively. This granular understanding demands a multifaceted approach—identifying the gesture, linking it to the speaker, and correlating this with the spoken content.

Here's how it works:

  • Detection & Analysis: Using cameras or other sensors, the technology captures a gesture, then breaks it down into discernible components to understand its meaning.
  • Mapping: Once analyzed, the gesture is mapped to a specific command within the system, enabling the machine to 'react' or 'respond' to the user's action.

  • Feedback Loop: Over time, as the system encounters a variety of gestures across different contexts, it learns and refines its interpretations, ensuring more accurate recognitions in the future.

Aviso achieves this with a blend of cutting-edge technologies: Optical Character Recognition (OCR) extracts names from video interfaces, action detection pinpoints specific gestures, and advanced summarization tools tie gestures back to the content. The result? Detailed insights that move far beyond generic observations.

Why It Matters in Sales

Imagine a sales representative explaining various features of a software solution to a potential client. They delve into various benefits, from ease of integration to enhanced security features. However, when the rep mentions the software's scalability and how it can support growing businesses without additional costs, the client subtly nods in agreement without uttering a word. That nod, an unsaid gesture, conveys to the sales representative the client's particular interest in this feature. By recognizing this gesture, the representative can then emphasize further on the software's scalability, tailoring their pitch in real-time to appeal directly to the client's primary concern.

Such interactions can be the turning point in a sales pitch, offering the salesperson a competitive edge by addressing concerns even before they're voiced out loud.

A New Era of Sales Conversations

In the realm of sales, success has always hinged on the ability to understand, connect, and respond to potential clients. With platforms like Aviso AI bringing the power of computer vision and audio analytics to the forefront, sales teams can now navigate interactions with heightened awareness and precision.

With Aviso's pioneering AI solutions, sales conversations are no longer a one-dimensional exchange. Every call becomes an opportunity for proactive engagement. Sales professionals equipped with Aviso's insights can adapt in real-time, addressing unspoken concerns, capitalizing on hidden interest points, and crafting a pitch that resonates on both a verbal and nonverbal level.

Aviso’s computer vision technology interprets over 30 facial gestures, discerning sentiments ranging from agreement to boredom. Aviso's AI doesn't just "see"; it "understands." When paired with the contextual understanding of the conversation, this provides an unprecedented depth of insights into customer intent.

To truly thrive in today's market, it's time to see, hear, and interpret the unsaid. 

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