Max Clark: [00:00] You’re like talking and all of a sudden you realize like, oh wait, that would’ve been really good if we recorded this. ’cause
Kaitlynn Crossno: Right.
Max Clark: would’ve actually been, it would’ve been nice to have this recorded. Um, all, all the sorts of things you learn on the journey of doing this, right? Like make sure you, you know, at some point press the record button.
Kaitlynn Crossno: Yeah, for sure. That’s funny.
Max Clark: based?
Kaitlynn Crossno: Uh, I’m out of Tennessee, so yeah, I’m in West Tennessee. I lived in Nashville for about a decade now. I’ve moved out to the, to the country.
Max Clark: Trying to, trying to escape the, the,
Kaitlynn Crossno: Exactly. So yeah, moved out here and close to family and stuff. What about you?
Max Clark: we’re, uh, I’m in Dallas. I’m in, I’m in
Kaitlynn Crossno: That’s
Max Clark: what you would call like Dallas proper. Like, like smack. I’m right. I’m, you know, a mile from SMU campus if, you
Kaitlynn Crossno: Okay.
Max Clark: know the Dallas region.
Kaitlynn Crossno: Yeah. Nice. Awesome.
Max Clark: But, you know, I have, I
Kaitlynn Crossno: Yeah.
Max Clark: Uh, everybody in my life knows that I have dreams of, of, know, [01:00] ranch living and land and, you know, isolation.
And so everybody sends me listings of everything when it comes up. And the latest is this, uh, is it 9,000 acres? No, no, it’s bigger than that. It’s, it’s an $80 million ranch property. But it is, let’s see here. Oh, sorry, excuse me. 920,000 acres.
Kaitlynn Crossno: Okay. I mean, absolutely. Yes, but
Max Clark: literally, like literally larger than the state of Rhode Island, right?
And, and it’s like, look, you can buy your own state, you know, and there’s only $80 million. It’s four counties. You, you actually are all four counties.
Kaitlynn Crossno: Oh, that’s awesome.
Max Clark: And, and I’m, I’m like, man, if I had an extra $80 million laying around, I would probably jump on this in a heartbeat. But what are
Kaitlynn Crossno: that’s cool though. That’s cool.
Max Clark: I, I mean, trying to contemplate that kind of land also is just like,
Kaitlynn Crossno: That’s crazy. I don’t even know what you do with that.
Max Clark: [02:00] it’s, uh, it’s a working ca I mean, they do cattle ranching, I guess. Like what else do you do with that?
Kaitlynn Crossno: Yeah. Yeah. That’s a lot of, I can’t even grasp the idea of having that much land.
Max Clark: you tell people you’re gonna give ’em a free house on your property if they come work the land, you know, it’s something, something like that. Um, let’s see here. What else? Uh, I’m trying to re, I’m trying to go back and, and go back through my spiel here. Um, I’m not gonna make you do pushups before we start this. Um, uh, you actually, it works great. You know, get a
Kaitlynn Crossno: Oh,
Max Clark: get a little, yeah. Bur
Kaitlynn Crossno: okay.
Max Clark: or, or pushups before
Kaitlynn Crossno: Get the blood pumping.
Max Clark: it sounds extreme, but it, it’s in a little endorphin rush, you know, and then you get going, right? So I.
Kaitlynn Crossno: Did you used to have your, your guests do pushups before?
Max Clark: Um, I’ve had a co I’ve done burpees with a couple just for
Kaitlynn Crossno: Nice.
Max Clark: You know, it was, it, it turned into a whole thing, you know? So
Kaitlynn Crossno: That’s awesome.
Max Clark: can you, can you just imagine like, oh, hey, yeah, [03:00] we’re here to talk about, you know, our AI solution uh, by the way, you gotta do 10 burpees before you start, you know, like,
Kaitlynn Crossno: Yes.
Max Clark: want, you want just, you want just enough that like, you get the body reset
Kaitlynn Crossno: Mm-hmm.
Max Clark: um, uh, I hate running, but, you know, it’s something I try to do just because it’s, you know, like, it’s good, but
Kaitlynn Crossno: Yes. I also dislike it a lot though.
Max Clark: yeah.
My problem with running also is when I’m finished, I’ve got, it takes me over an hour for my body to reset. Like I am a turnip bee red radish,
Kaitlynn Crossno: Mm-hmm.
Max Clark: sweating. Like, it just, it’s, it’s really, I have to think about it very carefully. So,
Kaitlynn Crossno: Can’t do it midday.
Max Clark: No, no, no, no. Especially not right now. It’s like 95 degrees out, so,
Kaitlynn Crossno: Yeah. Yeah.
Max Clark: you know, it would not be a good idea. Um, any, any questions, anything you want to touch on before we, like, officially start here and,
Kaitlynn Crossno: Uh, no, I don’t think [04:00] so. I don’t think so. I think I’m good.
Max Clark: Okay. Um, so I’ll, let’s just get into it, right?
Kaitlynn Crossno: Yeah.
Max Clark: the way, it’s conversational, it’s not ambush. I’m not trying to get you, you know, so this isn’t, this isn’t like, uh, you know, some, some kind of like, you know, you know, funny. I mean, maybe, maybe another podcast, another life. I’ll, I’ll be like, I gotcha. You know, like, um, okay. So we’re here to talk about Culligan International, really. And, um, uh, a, a great place to start is let’s go like past state, pre capacity, what was going on with the business. Um, and not, not, wanna hear about it from a technical standpoint, but I, I really want to understand like the actual business drivers, you know, that that finally turned into like, okay, you know, we have a, we have a problem that we should go out and figure out how to solve.
Kaitlynn Crossno: Yeah, for sure. So, Culligan, when, when we met them, uh, they were just struggling with really [05:00] slow and manual speed to lead. So they had all of these ways that people could say, Hey, I’m really interested in, you know, your water filtration systems or, you know, whatever they’re trying to purchase from them.
But actually getting that appointment booked to say, someone’s gonna come talk to you and consult with you about what you need. That was taking a really long time to happen. And then even when they were calling them back to make those appointments, um, they were having a really hard time getting ahold of ’em.
It could have been days later, people are calling you, you don’t know the number. You know you’re getting those, that slew of, I can’t get in touch with people now for whatever reason. And so they, they, uh, came to us and said, these are the issues we’re having. We’re having a really hard time booking these appointments, which is ultimately losing them money.
Right.
Max Clark: Right. So, um, I, I don’t remember the exact stat, but there’s, there’s, there’s big cliffs, right? Somebody comes to your website, fills out a form, how long does it take you to respond?
Kaitlynn Crossno: Mm-hmm.
Max Clark: know, there’s, so they had, um, so Colligan operates all over the country. You know, this isn’t just a [06:00] single location. Is
Kaitlynn Crossno: Mm-hmm.
Max Clark: feeding into a single form, you know, or, or contact form or, I mean, what were the different, um, um, uh, channels that they were using at that point to actually for, for people to request service?
Kaitlynn Crossno: Yeah, they use quite a few. Um, the one that we were focused on at first was the form. ’cause everybody comes to their website, fills out that form, they click submit, and then it’s like, wait to hear back from us. Um, but we actually ended up plugging into other channels too, like their social channels, like Facebook, if you reach out on Facebook and.
And want to get a consultation going now that, that we end up handling that aspect of it as well. So it wasn’t just the form, although I think that was where the major pain point was, because it’s just a form that goes to a lead source somewhere and someone manually picks it up.
Max Clark: Do you know how they were organized? I mean, was this like a marketing team that owned, I mean, ’cause usually you see companies that maybe be like, marketing owns the social and
Kaitlynn Crossno: Mm-hmm.
Max Clark: the website, but then are those forms going into a marketing own process or is it going then at that point into like the, the sales, it’s called the revenue side of the house of, [07:00] you know, there’s a BDR team or a setter team, or, you know, how, how are those things being routed? Um, how are those being routed internally?
Kaitlynn Crossno: Um, to be, I’m not really sure about the routing from like marketing into where it funneled into the sales team. I know that just to your point though, the, the person that we ended up working with, our main point of contact was the VP of marketing.
Max Clark: Okay.
Kaitlynn Crossno: they were kind of owning, um, that whole thing and saying, Hey, we have a big problem.
So that’s actually who reached out to us.
Max Clark: Okay. So that’s interesting. Um, so we have, so now we have a, a identified. Revenue issue for the business,
Kaitlynn Crossno: Mm-hmm.
Max Clark: you have a non-technical person actually looking to solve the problem.
Kaitlynn Crossno: Mm-hmm.
Max Clark: so did they ha did they show up with, um, was there a defined, like KI don’t wanna say KPI, but like defined stats where they knew like, Hey, we’re getting 10,000 forms a month submitted and were only able to respond.
I mean, you know, what kind of, what kind of stats were they [08:00] walking into?
Kaitlynn Crossno: they, they knew, they were able to give us the amount of like, Hey, these are the, the, the leads we’re getting from these forms. But they weren’t able to give us like, um, how many of these were actually turning into conversa? Only because they’re through dealers. So they, they’re a dealership network, and so they actually send these off to dealers.
So it’s like, Hey, we have this lead, and now here are dealers in each location.
Max Clark: Okay.
Kaitlynn Crossno: Go try to get your appointment with the lead.
Max Clark: Oh, okay. So that, that adds a second problem to
Kaitlynn Crossno: Exactly. Yeah,
Max Clark: first one is, are you actually responding to the leads fast enough that you capture the lead? The second one is if you’re, if you’re passing a lead to the local dealer, is the dealer even responding and can you track down to that as well and get the
Kaitlynn Crossno: exactly. Mm-hmm.
Max Clark: the dealer, um, a quasi franchise model where the dealer’s purchasing, um, product and branding the company and then, but act, but, but providing service out of whatever region they’re operating in.
Kaitlynn Crossno: Mm-hmm. Exactly.
Max Clark: Um, [09:00] that sounds like a pretty stressful situation if you’re in charge of marketing and revenue, you know, this business.
Kaitlynn Crossno: For sure, for sure. Absolutely. So yeah, they, they came to us and then we, when we saw it, we were like, okay, this is a really cool problem and we’ve got a pretty slick solution. So we, we got really excited about it.
Max Clark: I, I’m sure they really loved hearing. Now this is a really cool
Kaitlynn Crossno: Uh,
Max Clark: You know,
Kaitlynn Crossno: yeah. And they were like, well, we, we think it’s a really big problem, and we do too. So, um, the good news is when we got into, and I’m sure, um, you’ll wanna hear all about that too, but when we got into how we solved it, we were able to provide them some pretty cool ROI.
Max Clark: So how, um, what, what brought them to capacity? I mean, when you, when you start looking at it and you start evaluating, you know, these types of solutions, there’s a lot of different technology forks that you can go down,
Kaitlynn Crossno: Mm-hmm.
Max Clark: you talk about like, know, on the, on the, on the very high end, when I say high end, like at the top of the stack, I think a lot of people end up with contact, not contact center from a technology, but like, let’s go hire a contact center and drive
Kaitlynn Crossno: Yep.
Max Clark: leads into a contact center and, and centralize it,
Kaitlynn Crossno: Mm-hmm.
Max Clark: So there’s, [10:00] there’s like these different paths of like, do we centralize, you know, our lead in our appointment setting, do we keep them with the dealer network? Do we use a contact center platform? Do we use this other system? Are we looking for automation? I mean, there’s, there’s a lot of different directions you
Kaitlynn Crossno: Mm-hmm.
Max Clark: Um, I, I’m, I’m curious like how, um, like what triggered the conversation with capacity? Or, you know, was it just still this, they didn’t wanna centralize? I mean, was that a constraint on this of not having a, um, you know, going out and finding a BPO to do appointment setting for them?
Kaitlynn Crossno: Yeah, I think so. He, this is an interesting one because he actually kind of saw what we were doing and reached out to our CEO. So the view of marketing was like, Hey David, I saw what you guys are doing, like show me more situation.
Max Clark: Okay.
Kaitlynn Crossno: but you bring up some pretty important questions, right? Like, especially when we look at like the contact center piece and say like, why not just push this to the contact center?
Why not let the contact center do this piece for you where they reach [11:00] out and you send them a, send them the communication channel, let the intelligent virtual agent do its thing and they, that we, we get that a lot ’cause we do integrations with CC CA and UCA all the time. Um, and I’d say that, uh, a lot of times.
What we end up seeing is that, um, with a lot of other suppliers or contact centers in general, is that they have these AI solutions that they, they had something first, right?
Max Clark: Right.
Kaitlynn Crossno: then they said, Hey, AI is really super important to everyone. We have to have that. And they’ve done a really good job at like filtering AI down the funnel into their already thing that they had.
Max Clark: Mm-hmm.
Kaitlynn Crossno: and we’re just a little bit different,
Max Clark: Okay.
Kaitlynn Crossno: So we did AI first and then started offering all these other things with AI rooted at our core, um, which allows us to do some really interesting things, no matter the contact center, no matter the ucas, no matter the system. Um, so a lot of people end up saying, well, hey, if we ever wanna move off of the CCA that we’re on, [12:00] we wanna be able to bring this stuff with us and not have to recreate it.
Max Clark: Right. There’s a certain amount of tension going on with, um, you know, a look, I hate marketing buzzwords. I’m,
Kaitlynn Crossno: Yes.
Max Clark: I’m trying not to get into a rant here. So let’s say ai, right? You know, you go back a few years and AI was machine learning, right? And so
Kaitlynn Crossno: Yep.
Max Clark: about their AI and it was just really machine learning and pattern recognition,
Kaitlynn Crossno: Mm-hmm.
Max Clark: to do things at scale against the dataset. And now we have ai. and really that means being able to take a, a large language model and then different modalities to interact with that language model and get, you know, information in and out of it,
Kaitlynn Crossno: Mm-hmm.
Max Clark: you know, like it’s, um. And, and then, and, but then that creates this, like, I, I feel like a lot of tension because, you know, some people are pitching AI as like, replace your humans, and then other people are, you
Kaitlynn Crossno: Right.
Max Clark: I, I don’t agree with that.
But like, you, you could see this like, especially in the
Kaitlynn Crossno: Mm-hmm.
Max Clark: where it’s like, oh, we can use a virtual agent. We don’t need to have people anymore. And then you see the other side of it, which is like, no, we’re gonna [13:00] use AI to make your people better and happier, you know, and, and more efficient, right?
Kaitlynn Crossno: Great.
Max Clark: and I, I’m much more in like the second camp, which is like, here’s a productivity multiplier of like how to use AI to increase things. Um, but it, it, it then, you know, when you, when you look at these things and it, it creates like, you know, there’s, there’s, it creates another fork. Like what fork are you going down and what are you trying to do?
And of course, me, know, the thing that drives me the most, cra you know, craziest is when somebody has got one of these ai, like, you know, VO and a voice is good, but you get the AI and they’re like, pretend like they’re typing on the phone. So like, you
Kaitlynn Crossno: Mm-hmm.
Max Clark: it and you’re like. Just don’t lie to me.
You know? Like, I know I’m talking to a computer right now. You don’t need to lie about it. You
Kaitlynn Crossno: Yeah.
Max Clark: you
Kaitlynn Crossno: Yeah. They’ve, uh, they’ve gotten pretty creative with this.
Max Clark: I mean, well, what’s the point? It’s just
Kaitlynn Crossno: I don’t know.
Max Clark: my problem. You
Kaitlynn Crossno: Mm-hmm.
Max Clark: can’t solve my problem, get me to an agent fast. You
Kaitlynn Crossno: Yeah, for sure. For sure.
Max Clark: so they walk in without A-C-C-A-S platform without, without having [14:00] A-A-B-P-O or their own contact center really in place.
They’re, they’re taking leads off the website and social media and funneling into a dealer based on, um, you know, based on geographic location, right? And then in hoping the dealer services that the dealers, like, they, they know they’ve got this, know, leaky faucet here, leaking a lot of revenue. VP of marketing is researching this, how do I solve this problem? Finds capacity.
Kaitlynn Crossno: Mm-hmm.
Max Clark: then you guys start talking. So, so, um, you know, walk me through like that initial like. Conversation what they were looking for. I mean, I don’t call it discovery, but like, you know, obviously you guys have questions like, what are you guys doing and what do you want?
Kaitlynn Crossno: Right.
Max Clark: you know, how did, how did this start?
Kaitlynn Crossno: Yeah. So I mean, the way we start all of our discovery calls is like, tell us about you guys and what you’re experiencing and all of that good stuff. Right. So, um, we really just wanna make sure that when we’re engaging with a prospect, we understand the problem,
Max Clark: Mm-hmm.
Kaitlynn Crossno: was really easy to do. Obvi, you know, it’s given the current landscape of where they [15:00] were in this, this speed to lead, um, situation.
So just like kind of understanding their, their, uh, their pain points and what was going on, and then taking it from there. It was like, well, tell us a little bit about what you’re wanting to happen. Like what do you expect from this? Do you, how do we wanna engage with them? We see a really high open, you know, open rate and red rate with SMS.
Do we wanna explore SMS, you know, and like talking through the, the options that they had and then how we would connect all of these systems. And then we even kind of moved into the, the technical conversations with our team of, you know, they can feed it to us individually, they can set it up in a data store.
So all of those con conversations kind of start evolving from there. Until we got to, to a really good spot.
Max Clark: So what was like the, the, like, you know, shiny city on the hill for the VP of marketing here? Like, what was, you know, when they, when they started this conversation outside of like, I know I’m losing revenue
Kaitlynn Crossno: Mm-hmm.
Max Clark: You know, I mean, to say that, [16:00] not to say that plugging, you know, leaky revenue faucet isn’t a, I’m using that pun intentionally because
Kaitlynn Crossno: Yeah.
Max Clark: company, right?
It’s like in the back of my head,
Kaitlynn Crossno: Yep.
Max Clark: you know, like, you know, what else is there? You know, ’cause like they come into these things with like a laundry, you know, not gonna say a laundry list, but like, you know, a list of like. What, what would you like to have happen? What’s your, like, best case scenario here?
Kaitlynn Crossno: Mm-hmm.
Max Clark: you, you go through and quantify that process and, and figure out like, you know, we can solve this problem with our technology, but this is all has also how we can help you quantify that because then you have to get into, you know, cost and effort to deploy and implement and manage versus, you know, output on the other side.
Kaitlynn Crossno: Yeah. So, uh, well, I mean, when you’re looking at like the ROI as a, as a whole, um, we kind of, we’re a partner with these guys, and so they’re not outside of getting us the access to, you know, make the connections to the data stores and that kind of stuff. We’re managing the rest of that for them. Um, but the, the other side of this is there, there’s [17:00] more to it than that.
So when we talk about Culligan, we’re talking about the speed to lead, and I’m talking about a very specific. Part of it, um, as that’s just the one point that we’re saying, Hey, this is a great one. Let’s start here. You’re gonna see fast ROI, and then we can continue to iterate through these other issues that you’re having that maybe aren’t as big as this, this leaky revenue faucet.
Max Clark: Right.
Kaitlynn Crossno: so that was just kind of the, that was a starting point of where we are and now we’re in conversations to continue expanding that in different channels and different making the, the speed delete available in different areas and it’s kind of growing with them over time. So I think there was, there was more than just that conversation that happened about this particular thing.
This is just kind of where we landed.
Max Clark: Okay. So, I mean, so you have a marketing function that’s going out and trying to create demand gen, whether
Kaitlynn Crossno: Mm-hmm.
Max Clark: you know, SEO, organic, um, uh, social media, uh, paid advertising, whatever. They’re out, they’re doing that. Then it’s funneling into some sort of lead source. I mean, so, so now were they, was it all, was it all web form?
Were they offering [18:00] other. Channels at that point where they could, you know, call an 800 number and get routed down? Or was it, was everything just like, fill out this form and we’ll get back to you.
Kaitlynn Crossno: Most everything they were doing was the former social. Um, I mean, they used to do like TV advertisements and, you know, radio advertisements and stuff. That was like their, their bread and butter, but they’ve kind of moved. It was more mostly the form at that point. Form and social.
Max Clark: Okay. So you show up and, and at this point we have, we have, um, uh, we have some quantified input. We know how much, how much traffic the form is getting. They know how many leads are getting
Kaitlynn Crossno: Mm-hmm.
Max Clark: They’re not really sure how many leads are being set to appointments, but they know it’s not where it should
Kaitlynn Crossno: Mm-hmm.
Max Clark: because there’s a little bit of disconnect with the dealers. did, how does capacity, like when you, when you start, you know, you talk about it from like a technical standpoint, you have to integrate to data stores and you have to do this, and you have like, there’s a few pieces of this, right, which is like. You know, uh, how do you figure out which dealer to route this to,
Kaitlynn Crossno: Mm-hmm.
Max Clark: do you schedule with a dealer? do you go, what is, what is that implementation process like? Um, lemme [19:00] actually back up a second. Like, identifying first channels, like, here’s how we’re gonna integrate with you, what are the channels available? And then how, how do you kind of start down that list of figuring out like, we’re gonna start with this channel, or we’re gonna do this other channel.
I mean, if they fill out a web form, asking ’em for email or phone number, probably. Right? So you’re immediately going back and giving them a different channel to respond to.
Kaitlynn Crossno: Mm-hmm.
Max Clark: and, and like, you know, what’s the, what’s the process? What’s the advice? What’s the like, you know, interaction to actually work through and figure out, this is the channel we’re gonna focus on, or this is what we think is important.
Kaitlynn Crossno: Yeah, for sure. Uh, great question. I mean, that, that’s something my team does, right? We’re solutions engineers, so we, we jump on the, the call with them and kind of walk through. We really wanna understand where they’re at, right? It’s like what is happening behind the scenes? When it gets submitted from, let’s say we’re targeting the two sources.
Let’s go Facebook and the web form. What’s happening? Where’s it going? Are you creating the lead here and then saying, we’re going and pushing that to somebody [20:00] else. Like what is the actual process? Like, walk me through the entire journey and then that way we could start making recommendations. So because they had multiple sources, we were like, Hey, you have multiple sources here.
It’s gonna be way less effort for you guys Right. To send it to us one time when it hits the data source. ’cause what we found out was that, you know, Facebook was going to the same location as the Forum was going to the same location. And so they’re all going to that data store, which makes it really easy that they say, when we get a new lead, let capacity know.
Max Clark: Okay.
Kaitlynn Crossno: So we just kinda walk through that with them and kind of guide them on what needs, like what needs to happen. Obviously their, their options there as far as how we get it, but
Max Clark: Interesting. So your integration is not, you know, replacing the form or replacing, you know, adding some, some bot or some integration on top of their, you know, Facebook messenger, which you know, is Instagram and WhatsApp and everything else they’re taking, they’re already routing that data. And, you know, you say data store, I think CRM, right?
Kaitlynn Crossno: mm-hmm. Sure.
Max Clark: into some something and then there’s just a trigger that runs, there’s this,
Kaitlynn Crossno: Yep.
Max Clark: of an event that says, okay, you know, this information came in and now send it to capacity. In that [21:00] case, you know, I go to like, oh, you’ve got an API, you got something
Kaitlynn Crossno: Exactly. Mm-hmm.
Max Clark: Sounds like a pretty simple integration then at that point.
Kaitlynn Crossno: Yeah. Yeah, exactly. They just, when they get these in, they’re letting us know, and they’re sending us all the information they got from the source. Right. The lead source. And then we take that and let, let our agents run with it
Max Clark: Okay.
Kaitlynn Crossno: there.
Max Clark: so now, uh, at some point you, you had said text messaging, so at some point it was decided
Kaitlynn Crossno: Mm-hmm.
Max Clark: messaging as, as the methodology to actually then interact
Kaitlynn Crossno: Mm-hmm.
Max Clark: lead. Um, was that, uh, I mean, text messaging of course is like a much faster interaction than emails, just as that simple like,
Kaitlynn Crossno: Mm-hmm.
Max Clark: text messaging because it converts better.
Kaitlynn Crossno: Yep. So, I mean, we, there are all kinds of stats to show like how the, the red rate of text messages versus email versus, you know.
Max Clark: yeah.
Kaitlynn Crossno: and it’s made for people on the go, right? There’s no session. You have to sit in for a chat bot. We could have done a chat bot, um, but you have to sit in that session since session ends, you know, there are a lot of [22:00] caveats there.
And then the voice, they’re already having issues with a voice callback, so we figured probably not the best to try to call them immediately after that if they’re already having some, some issues with that voice connection there. So we were like, let’s try, let’s try SMS People read their, their text messages.
We should get, we should get some good responses there.
Max Clark: A lot of times people don’t really appreciate the amount of, um. Um, like work that has to be done when you start building out any sort of knowledge base or rules engine,
Kaitlynn Crossno: Mm-hmm.
Max Clark: like, you know, so, so talking about this, it’s like, okay, you get a lead. That lead has some geographic information in it, so you wanna respond to that lead immediately and get them into a conversation. But then you also need to know what dealer is responsible for this
Kaitlynn Crossno: Mm-hmm.
Max Clark: right? So, okay. That could be a lookup to their data store. ’cause at some point they’ve got something that says, you know, you know, um, geographies get really complicated really fast, right? Also, it’s like, is it zip code? Is it county, is it
Kaitlynn Crossno: [23:00] Mm-hmm.
Max Clark: know, like, like is it region, is it, uh, a DMA area, right? For, for, for advertising regions, like there’s, there’s a lot of complexity in that, right?
Kaitlynn Crossno: Mm-hmm.
Max Clark: they, are they, were they providing you that link immediately? Were they handling that already in their system and just telling you like, Hey, you know, here’s lead and it’s gonna go to dealer 47 B. And, and, and then also how do you, you know, the second part of the integration becomes like if you’re scheduling
Kaitlynn Crossno: Mm-hmm.
Max Clark: like, you know, there has to be some sort of calendar access, access integration. So, know, all these things sound really simple, right? But then all of a sudden you start like digging into it a little bit and like it gets more complicated and more com and now you’ve got, I mean, I’m assuming more than one dealer, you know, like there’s probably a few hundred
Kaitlynn Crossno: Exactly.
Max Clark: you know,
Kaitlynn Crossno: Mm-hmm.
Max Clark: So were they already maintaining all that system, you know, integrated in their systems? Or now you have to go out and build out disparate, you know, like, okay, this, we’re gonna bring this dealer on and here’s their scheduler that they use, and how do we integrate with the scheduler in order to get us, uh, a [24:00] visit out there?
Kaitlynn Crossno: Yeah, so they had, they had their routing, so they knew like, Hey, this, we’re sending these to these dealers. Right? Um, but the scheduling piece is the tricky one. That’s the tricky one because there are so many ways to connect to calendars and everybody has their own calendar or system that they wanna use for booking or, you know, all that.
We actually, we have our own scheduling tool, you know, so it’s like, which one or what’s our, what’s our path to success here? Um, so we had to like sit down and understand is it one system? Is it 15 systems? What are we doing? We have another system. All of that good stuff. Um, and we ultimately ended with, so I mean, most cases I think this, um, what we’re gonna see is.
Regardless of the calendar that they are using or the scheduling system they’re using, they’re going to want to use, uh, capacity SMS just so it doesn’t happen to be 17 integrations on it for their business. Right. They can use our, our calen, our scheduling, if I can speak, sorry. There’s our scheduling tool that integrates with their [25:00] calendars.
And so it’s like, Hey, if you have this group of people, we can see all of their calendars make the appropriate, um, scheduling or the appropriate appointment. So I think that’s what we’ll see kind of moving forward. Uh, but we definitely had to go through this, you know, the, the first time and be like, what’s the landscape here?
Max Clark: Okay. So I mean, that makes it a little bit easier because then you can say, Hey, we support, um, uh, you know, outlook calendar and
Kaitlynn Crossno: Mm-hmm.
Max Clark: And then the dealer can go in and say, you know, here’s my, here’s my five people that go and do, you know, this activity? And then you have a little bit of a rule, it says, yeah, it’s gonna take, uh, you know, an hour once we’re on site and this is how much we need in front and back to actually get
Kaitlynn Crossno: Mm-hmm.
Max Clark: Which also is more complicated than people think. Right?
Kaitlynn Crossno: the rules, all the logic.
Max Clark: Um, so you’re providing all that for them. They’re just giving you access to their calendars and saying, okay, round robin across these people. And, you know, it’s
Kaitlynn Crossno: Yep. They said, here are the rules. You guys schedule it.
Max Clark: That’s awesome. Um, [26:00] walk me through the design of the actual agent. Right. So the agent gets. You know, lead, right? So, you know, um, name, address, email, phone number, prob you know, product interested, right? Like you’re looking for a filtration
Kaitlynn Crossno: Mm-hmm.
Max Clark: or, or whatever, right. When you, when you get that, you know, we’ll, we’ll, we’ll, we’ll keep it specific to Colligan here, but when you get that from a, a, a customer, how do you design the agent of what the agent’s actually gonna do and respond and say, and message and text and then, you know, like phra phraseology that gets deployed and, and put into place.
Kaitlynn Crossno: I, I think there are two things here. Um, it depends on the customer and if they want things to be linear, scripted, you know, like here’s how we address this every single time. Or if they are looking more at the generative side of the house,
Max Clark: Interesting.
Kaitlynn Crossno: right? So we have both [27:00] options. Um, and it just to p people have a different, you know, comfort level with things and or they want their greeting said the exact same way and it’s the specific flow done in this order.
The rest can be generative. So I think there’s, there’s a lot of conversation there about what customers are actually looking for, uh, before we even get into the actual design,
Max Clark: Okay.
Kaitlynn Crossno: um, for our scripted flows and things like that. We have conversation designers that are. Like that’s their job is understanding how people talk, how they communicate, how we wanna communicate with them, and working with the customer to actually design how we speak to them in that.
Max Clark: Mm-hmm.
Kaitlynn Crossno: Um, and then generative AI is the, the new world of prompt engineering, right? So it’s prompting with the, the tone personality for the business and, you know, making sure that all of the knowledge is there and then we, we fine tune those prompts over time with the customer or they have access to it. So in Culligans case, we were looking more at the, the scripted flow to make sure that the, you know, it went, we hit X, Y, Z yeah.
Through the scheduling. Um, [28:00] and we were making the updates to say if we, if they stop interacting with us at any time, we need to go let the database know so we know where to pick up if they come back, you know, all of that stuff. So it’s a very linear flow, but I think just a call out there, there are quite a few different ways that, uh, we have to approach the conversational aspect of how these are built.
Max Clark: Okay. I mean, generative is amazing. When you start
Kaitlynn Crossno: Mm-hmm.
Max Clark: have, when you have a data set and you have a, a training, um, corpus that you can put, you know, with it and say,
Kaitlynn Crossno: Mm-hmm.
Max Clark: you know, 50,000 interactions and, you know, these 40,000 interactions were good and these 10,000 were bad, and why were these good and why were these bad?
And then I like, like,
Kaitlynn Crossno: Mm-hmm.
Max Clark: ’em all good now, know, it’s, it’s, it’s interesting, but at the same time it’s like, okay, you scheduled, you know, you, you, you submitted an interest form, right? So like, the next thing I wanna know is like, is this actually your address
Kaitlynn Crossno: Mm-hmm.
Max Clark: there tomorrow, right?
Like, does that work for you?
Kaitlynn Crossno: Yeah.
Max Clark: you know, that’s not. You know, outside of like the, um, the [29:00] lead going completely off the rails with that and, and trying to take it to a different direction, like I would imagine it’s relatively straightforward in terms of
Kaitlynn Crossno: Right,
Max Clark: like, max can be there tomorrow at 10:00 AM at this address.
Does that, does that work for you? You know, like,
Kaitlynn Crossno: right. Mm-hmm.
Max Clark: like, yes, that’s great. See you tomorrow. You know, like, great, well, you know,
Kaitlynn Crossno: Yeah. Yeah, for sure.
Max Clark: um, the, I’m, how, what’s the, like what’s a typical crawl, walk, run a customer? like, I mean, some people are gonna be like, Hey, let’s just go live tomorrow. Like, just flip the switch. Let’s just do it. But, you know, for, for the most cases, it’s probably like a little bit more of a process of like, let’s integrate it.
Let’s test the API calls and the trigger events and, and us being able to put data back to you. And then let’s like, like kind of like, you know.
Kaitlynn Crossno: Yeah.
Max Clark: up to some degree.
Kaitlynn Crossno: Yeah, I think, I mean there’s obviously like [30:00] the, uh, the kickoff process of like, what does it look like for us to get from, Hey, they’ve purchased this solution, how do we get ’em there? So there’s like the qual, the crawl, walk, run of like the implementation process. But after the training and testing of all of the, the end points and the flows and all of that has been done in the implementation.
A lot of times what we see is we’ve, we try to advise in a way where it’s not, let’s lack of a better term, let’s eat the horse,
Max Clark: Mm-hmm.
Kaitlynn Crossno: We gotta do small pieces and grow with you over time. Because like when people come in, they say like, we need ai. That’s a, that’s a huge statement. So like, we have to really hone in on, you know, two or three things that are gonna be of big value to them.
So that number one is kind of narrowing the scope and then we’re growing. So that’s a part of our crawl, walk, run, and saying, we’re gonna get you immediate value and then we’re gonna continue to take these on piece by piece to get you to the point where you, you wanna be. But the other side of that is that people can do [31:00] things like, what Culligan did is they started with a very small group.
When we actually went live. They said, we’re gonna focus on this, this group with these, these dealers, and we’re gonna run a pilot essentially, and then if that’s successful, we’ll kick it out to more. And so that was their version of their crawl, walk, run was just like, let’s start small and then. Who has this capability within our dealer network over time?
Max Clark: Now, I mean, does this impact, like speed to lead for them? Right. You know, when I say speed to lead, it’s really more like, you know, um, I. Form to booking, right? Because that’s, that’s really the, the more interesting stat, right? Like they’ve submitted a say, they’ve submitted an interest form, they’ve interacted,
Kaitlynn Crossno: Mm-hmm.
Max Clark: And
Kaitlynn Crossno: Mm-hmm.
Max Clark: I would imagine, correct me if I’m wrong here, but you know, normally you put into some sort of business rules that says if somebody interacts with you, you know, you don’t call them at two o’clock in the morning, but if you submit a form at two o’clock in the morning, like, I’m just gonna respond to you at two o’clock in the morning now.
’cause obviously you’re interested in my product. [32:00] Um, so what on average, you know, what does this drop in terms of like, um, you know, speed to booking, scheduling, you know, lead capture, you know, because I mean, these now become very interesting stats for a business.
Kaitlynn Crossno: Yeah, for sure. So we ended up, my dog, sorry,
Max Clark: No, I dunno,
Kaitlynn Crossno: we ended up, so we we’re not necessarily tracking the d the time from, ’cause that’s not, they weren’t tracking like, oh, it’s taking us 12 days to get back to people and then we’re calling ’em and they’re answering.
Max Clark: right.
Kaitlynn Crossno: It was more about we can’t get ’em on the phone after we le after we lose them.
Like they’re gone. So what we did was start tracking how many appointments we were able to bring in just using the, the, the SMS virtual agent deployed behind these forms and Facebook and, uh, in the first 60 days alone. So during that like pilot period, they were able to, we, we brought in, it was over 3000 appointments that the SMS virtual agent scheduled for them.
Yeah, just by [33:00] submitting that form, having it text you walking through schedule instantly. So that was more than 3000 in the first 60 days, and then that equates to
Max Clark: And that’s on a pilot.
Kaitlynn Crossno: Yeah,
Max Clark: Okay.
Kaitlynn Crossno: which equates to, yeah, so, so when they first 60 days we did the pilot, obviously so successful. Then they were like, go give it to everybody.
We want this everywhere. Um, but yeah, in that first window of just taking a look, when we were saying, what’s our success look like here? Or Is everybody happy? What are we doing? It was like over 3000 appointments, which led to $650,000 in new revenue.
Yeah.
Max Clark: So the, so the VP of marketing is a genius,
Kaitlynn Crossno: Yeah.
Max Clark: Right?
Kaitlynn Crossno: He’s very happy.
Max Clark: Um,
Kaitlynn Crossno: So yeah. Because to your point a second ago, like the big deal, the biggest thing with this is like if people are staffing them, you have a, you have gas
Max Clark: of
Kaitlynn Crossno: at two o’clock in the morning. I’m submitting the form on the weekends ’cause no one’s working it. So we staff the SMS virtual [34:00] aid at all times.
So even to that point 50, we, I think they book over 50 appointments on weekends alone that they were just missing before.
Max Clark: it’s not just like staffing gaps. It’s like you then it’s decision has, um. It’s like every decision opens up different paths
Kaitlynn Crossno: Mm-hmm.
Max Clark: other issues, right? So it’s like, as soon as you say, oh, you know, a lot of companies maybe, depending on your size, maybe, maybe you’re in the smaller size and you’re trying to say, okay, let’s go hire the virtual assistant.
I hate the term I’m using it, but like, we’re gonna go hire international and try to find, you know, coverage. It’s different times of the day or, you know, we’re large enough where we have, um, you know, uh, you know, contact center in house, but now we’re also gonna use a BPO to bring this stuff in. You’ve just opened up a hiring, training, retention and quality, know, assurance, quality management issue,
Kaitlynn Crossno: Mm-hmm.
Max Clark: Where it’s like, it’s not like a simple, like, let’s just go out and hire people and staff this role, know? ’cause you’ve also now have to deal with [35:00] everything else that goes along with it. And it’s not a, you know, it’s not just, it’s not technology. It’s a lot of other things that you have to work, you know, to deal with.
And, to say I’m sure that, you know, um. It’s, it’s like, uh, you know, what’s, what’s the term? It’s deflection, right? Contact centers talk about
Kaitlynn Crossno: Mm-hmm.
Max Clark: can you deflect a call into your, into your agent? You
Kaitlynn Crossno: Mm-hmm.
Max Clark: can you deflect? when, when I get into that conversation with people, I always ask them, it’s like, okay, what percentage are you deflecting?
What percentage are coming back? like, how
Kaitlynn Crossno: Yeah.
Max Clark: you know, ’cause that that like return is we’re really bad stat if it’s too high, you know? Um,
Kaitlynn Crossno: Yeah. Good point.
Max Clark: um, we should, I wanna, I’m curious, right? So, okay. What are the different channels that people are can expose with capacity? Like, you know, like here, it’s like, okay, SMS was the obvious case for them, right? But, you know, they’re, you, you said chat bot earlier and you’ve talked about you, you’ve mentioned Facebook a little [36:00] bit. So I mean, what other, what other channels are people actually deploying this with and can you interact with?
Mm-hmm.
Kaitlynn Crossno: absolutely. So we, anywhere the customers are, that’s where we wanna be, right? So that’s like our motto with all of this. So, and we’re continuing to add, so right now we have, uh, you got voice. So we have our voice, virtual agents. We have SMS chat, email, um, WhatsApp. So lots of social. So you’ll see Facebook a couple times, you know, if you look us up, you’ll see Facebook and things like that.
Max Clark: Instagram dm.
Kaitlynn Crossno: Yeah, so like stuff like that.
Max Clark: Okay.
Kaitlynn Crossno: most oftentimes I’d say people are looking at the, the voice chat. SMS email.
Max Clark: Right. A lot of business happens in Instagram dm, I mean B2C.
Kaitlynn Crossno: Yeah.
Max Clark: pretty amazing. Uh, I was listening to, I was listening to an interview and they were talking about TikTok as an acquisition source.
Kaitlynn Crossno: Mm-hmm.
Max Clark: the stat was, is you get people on TikTok and you tell them to DM you on Instagram and you close on Instagram. And they had, they had tested this, I don’t remember the, um, I’m not gonna quote [37:00] the actual stats, but they had tested this at scale. It was, TikTok was really effective at like acquiring the eyeball, but you had to convert them over to Instagram to actually then close them as a customer. And if you could make that ascension, then they would close. And I was like, that’s a really interesting kind of, you know, observation data point for social media.
Kaitlynn Crossno: Interesting. Huh.
Max Clark: Yeah.
Kaitlynn Crossno: pretty cool.
Max Clark: Um, as you get into deeper, like, uh, integrations, right?
Kaitlynn Crossno: Mm-hmm.
Max Clark: talk about, and you mentioned this is good of like, what do they already have in place Now, in this case with, with Colligan, were able to just hook in with you with, with a API call, right?
Kaitlynn Crossno: Yep.
Max Clark: We have an event, something hits our database, we’re gonna send you data out. You’re then feeding information back to them and they’re getting data back from you. Um, what uh, you know, I mean like if it’s a chat bot, are you replacing their existing chat system? Are you using, are you integrating with, you know, what are people using Intercom, you know, Salesforce, whatever these things and, and putting your agent into these [38:00] platforms?
Or does it require you to replace the.
Kaitlynn Crossno: Most times, um, I’d say we end up replacing like the intercoms and things like that. That doesn’t mean we have to, so when people are so sold into Zendesk that they’re like, everything lives here, we are not ready to rip and replace. We can integrate with them. So what that typically looks like is we have our channels of communication that our AI sits behind and functions, you know, but when they can’t contain it, when they have to get somebody involved, then we escalate that to the zen desks or fresh desks of the world.
Um, so it’s just depends on the, what the comfortability level is for the, the prospect or customer.
Max Clark: What does, what does like a rule look like with that or a guardrail? I mean, if you’re talking about like a gen generative conversation that’s going on
Kaitlynn Crossno: Mm-hmm.
Max Clark: you know, between the ai we’ll just use the lead, we’ll just say lead, right? Like Gen AI and lead.
Kaitlynn Crossno: Mm-hmm.
Max Clark: you know, at some point, if that conver, I mean like [39:00] long will you chat with that person? You know,
Kaitlynn Crossno: Mm-hmm.
Max Clark: and, and under what conditions will you then say like, Hey, look, you know, like maybe the needs to have somebody else look at this. Right,
Kaitlynn Crossno: I think so. Obviously we can tell it like, Hey, in these cases we wanna be sure we get to a human. We can also do things like sentiment analysis or sentiment detection where we’re like, Hey, this person isn’t happy. Like, get them to a human right now because they’re not happy. This is not a good situation.
So we do that. Um, most oftentimes it’s just like, we don’t really, I guess, prevent the whole like, rambling of conversation, right? So it’s like, I could ask it, whatever, but it’s unlike chat GPT where you really can ask it, whatever. We’re, we’re really limiting the knowledge to the business knowledge.
Max Clark: Right.
Kaitlynn Crossno: So it’s all grounded in truth, right?
You can’t ask it about what the weather is and you know, wherever you’re talking about or what should I feed my dog later today? Like, they’ll only be able to get answers in the source of [40:00] truth from the business. So it’s not that kind of limits it, the conversation of what they can do. So I, I don’t know that you’re gonna, we’re, we haven’t seen a lot of that just because they’re, if I ask it about how green the grass is outside, it’s gonna be like, I’m sorry, I can’t help you with that,
Max Clark: Right.
Kaitlynn Crossno: you know, but here are the things I can help you with.
Max Clark: Yeah, I can help people book an appointment to get your water softened,
Kaitlynn Crossno: Yeah.
Max Clark: What, what size business, um, for people watching or listening to this, like, you know, what size does this platform make sense? You know, so Colligan has lots of dealers, lots of traffic, you know, they’ve, on a, on a test rollout, you found 3000 appointments and, over half a million dollars in revenue, right?
Like, that’s significant. How, know, at what size does it make sense for somebody to start looking at this?
Kaitlynn Crossno: Really, I’ll be like, if we look at our customer base, we have customers that we work with, small beauty salons that just use our [41:00] SMS, but we also have really large enterprises like, you know, PepsiCo that uses our answer engine.
Max Clark: Okay,
Kaitlynn Crossno: So we’re, we’re size flexible, depending on what they’re trying to do. Right. But we, we, we have businesses across the, the range here.
Um, I’d say
Max Clark: beauty salon, I’m thinking like 10 to 20 seats. Are you talking, you know, in terms of like when I say 10 to 20 seats, 10 to 20 stylists working in a beauty salon at any given time. So they’re using your rules engine and SMS to actually book those appointments instead of like a square
Kaitlynn Crossno: a lot of times they’ll, yeah, a lot of times what they’ll do is they end up using us for more of our proactive outreach.
Max Clark: okay.
Kaitlynn Crossno: So it’s like, Hey, we’re doing these promotions. Hey, this is what we’ve got going on. And then they’ll, they’ll, they do the appointment booking themselves ’cause they are such a small business.
Max Clark: Okay.
Kaitlynn Crossno: But the, so there are pieces, it depends on kind of what we’re talking about as far as the solution. But we have from small beauty salons of 10 people
Max Clark: Okay.
Kaitlynn Crossno: the way up to the, the Pepsis of the world. So I’d say our sweet spot is more [42:00] mid-market to enterprise, which is like that two 50 to, to 5,000.
Max Clark: Right,
Kaitlynn Crossno: Um, just ’cause that’s where we see the most.
Um, like they, they’re using more the mo they’re getting the most outta the platform,
Max Clark: right,
Kaitlynn Crossno: to really give that ROI. Um, and then obviously we, we do enterprise, but we see that, you know, we’re able to move quicker, get the, the return on investment easier in mid-market. Um, just ’cause of the, the processes that have to go
Max Clark: in internal, internal
Kaitlynn Crossno: Yeah. Yeah.
Max Clark: Um, so Colligan was, is really, was specific to, you know, this like lead capture appointment setting, you know, like this, like, you know, funnel into revenue side of the house and, you know, and, and the beauty of the salon example, you’re talking about like outbound campaigns.
So like what are the different, um. What are the different activities and actions? You know, really the capacity fits well within, right? So we’ve, we’ve
Kaitlynn Crossno: Mm-hmm.
Max Clark: or, or scheduling from lead, right? So
Kaitlynn Crossno: Mm-hmm.
Max Clark: revenue. the outbound campaign’s really interesting to me as well. I [43:00] mean, I, you know, like walk me through the different,
Kaitlynn Crossno: Yeah.
Max Clark: you know, like zones.
Kaitlynn Crossno: Yeah. If I could like bucket what we do in three different buckets, I’d say that, so we have this intelligent virtual agent piece that kind of like every virtual int inte or IVA is gonna live in,
Max Clark: Mm-hmm.
Kaitlynn Crossno: that’s really to, to streamline those communications, right? So it’s like repetitive answers that people are getting.
We wanna get those out there to, to help customers self-serve. The idea is self-serve. And then we have employee and agent assist. So this is more about getting people the right answers, right when they need them, insights and coaching,
Max Clark: Okay.
Kaitlynn Crossno: and then campaigns and workflows. So like automating the grind, call transcription surveys, appointment reminders, uh, updates, things like that so that the process is kind of run on their own, uh, without a ton of human intervention or having to take all that time up that it usually takes us to do these processes.
So I think there, those are the three buckets I’d say we have,
Max Clark: that to me again. So what was before agent assist?[44:00]
Kaitlynn Crossno: uh, we have our intelligent virtual agents for, you know, deflecting or self-service, providing customer self-service. Then we have employee and agent assist, which is like, um, getting them the right answers, right time, coaching, things like that. And then campaigns, workflows.
Max Clark: Okay. Very different integrations for these three different buckets, you know? ’cause when you start talk, talking about like employee agent
Kaitlynn Crossno: Mm-hmm.
Max Clark: I immediately go to a. we’ve got a CA platform and I’m on the phone with somebody and they’re asking me a question that I don’t know off the top of my head, and I have to search their knowledge base.
Right? Like, that’s where I go to with agent assist. Am I as making the right assumption here in terms of, of you saying employing an agent assist?
Kaitlynn Crossno: Yeah.
Max Clark: case, so in that case, you’ve, you’ve got your talking about integration with a C Cs platform where you’re actually being able to monitor either a phone call or a text interaction that’s going on and provide information back to the agent.
Kaitlynn Crossno: Yeah. So, and a lot of times what we see, ’cause if we’re being on a real time agent assist
Max Clark: Mm-hmm.
Kaitlynn Crossno: for mid to small, really expensive [45:00] right across the board, like I’ve looked at vendors pricing, you know, like on online, if you just go online and Google it, it’s like crazy expensive. So we have a, a variety of solutions depending on the size and the need.
Max Clark: Right.
Kaitlynn Crossno: Um, we have our answer engine, which is our, it’s a federated search and indexing platform. So it just connects to data. Wherever it is,
Max Clark: Okay.
Kaitlynn Crossno: lets it live there. Pulls back answers in under a second. So if they’re not wanting to go full realtime agent assist, we have this where they can we call, I call it, I say we, I cannot say that.
I call it human in the loop Agent assist, right? So I, if I’m on this call and I dunno the answer to something, I’m gonna get the answer back in a second as long as I just ask it really quick.
Max Clark: Okay. So you’re
Kaitlynn Crossno: Then
Max Clark: about like a, a, like, effectively, like a chat interface where they’re, they’re typing in a question.
Kaitlynn Crossno: essentially, and that could be if they’re a team shop that could be inside their teams, or if they’re slack shop, it could be inside their slack, you know, whatever they’re already using is where we wanna put it. Um, but then there’s like the real time agent assist, which is [46:00] more of that CA integration desktop applications, so that it can like, listen in and match everything accordingly.
That gets a little bit more complex, um, as far as the, the setup and the integrations and every CAS is different.
Max Clark: So IVA and self-service, this is like inbound support.
Kaitlynn Crossno: Mm-hmm.
Max Clark: you wouldn’t put appointment setting into the IVA and self-service bucket. Would you? Or would you?
Kaitlynn Crossno: I think it could. Yeah, it can. So like if you think about a a, a patient coming into a healthcare website, needing to book an appointment,
Max Clark: Mm-hmm.
Kaitlynn Crossno: IVA, I can go ahead and book the appointment. It can schedule it and get everything settled for me.
Max Clark: Okay.
Kaitlynn Crossno: So,
Max Clark: So you, you just opened up the worms into healthcare, right? So now we start talking about PHIP,
Kaitlynn Crossno: yeah.
Max Clark: and HIPAA compliance. Right.
Kaitlynn Crossno: Yeah,
Max Clark: is that, is that a reality for you,
Kaitlynn Crossno: it is. We’re HIPAA compliant, obviously, with the caveats of, I always tell people the channel itself like SMS is not. So we have to be very careful there. So we can say we’re HIPAA compliant all day, which we are, but they’re the channel, the [47:00] channel constraints.
Max Clark: right?
Kaitlynn Crossno: Um, but we have hipaa, uh, we have HIPAA orgs for those, those organizations that are like super locked down.
We can do the, the, the redaction for, you know, all the sensitive information, all of that good stuff.
Max Clark: That’s a can of worms when we get into it.
Kaitlynn Crossno: Oh, yeah.
Max Clark: So camp, so campaigns and workflows. Um, this is, this is fascinating me because, know, your example of like, I have a customer list and I wanna do promotion against a customer list. I mean, I go to
Kaitlynn Crossno: Mm-hmm.
Max Clark: I can’t think of a single business that wouldn’t be able to utilize this in some ways, right?
Kaitlynn Crossno: Mm-hmm.
Max Clark: you’re a car dealership and you want to advertise your service promotion, you know, come in and get an oil change. Like, hey, you know, we’d love to buy, talk about buying your car back, getting you a vehicle, right? Like
Kaitlynn Crossno: Yeah.
Max Clark: you know, um,
Kaitlynn Crossno: Mm-hmm.
Max Clark: haircut, come and get a massage. You know, like, like, hey, we’ve got, you know, a deal of milkshakes.
You know, like, that’s, that’s a really interesting, um, so how do you, you know, walk me through [48:00] like designing and, uh, developing and then implementing a campaign within this. Mm-hmm.
Kaitlynn Crossno: Yeah. So, um, two different things that we have kind of going on here is we have outbound campaigns, which can be triggered, like they, like, they are similar to Culligan obvi, although that’s a, that’s a virtual agent, it’s gonna do a lot. But similarly, we could say they have Salesforce and they’re like, Hey, when this event happens in Salesforce, we wanna text these people
Max Clark: Mm-hmm.
Kaitlynn Crossno: that can happen.
We’re API first. So they just call our API it sends that out, right? Starts that campaign or just sends a one-off whatever they wanna do. There. There also the, the idea, there’s the idea of saying, Hey, this person is responsible for all of our marketing campaigns. Well, in our platform, they can just go and create a campaign that’s kind of like a, a, a scheduled drip campaign.
We want a message to go out every Friday covering these things, schedule all of those, and it’ll just run [49:00] similarly for, we, a lot of people use this for their employees too, for like, uh, reminders. Like, hey, these people are still needing to do their open enrollment. You know, so they, they’ll do it for employees too and just say like, every Friday until it’s completed, we’re gonna text you and say, Hey, remember to do your stuff.
So, um, a lot of people use this for appointment reminders. We had Sono Bella uses it for, for appointment reminders, and like they had crazy success with that. I think it was like over $1.5 million that they were able to secure just by getting those con appointment reminders and confirmations.
Max Clark: Yeah.
Kaitlynn Crossno: Just using SMS.
Max Clark: Yeah. Just, just texting people
Kaitlynn Crossno: Mm-hmm.
Max Clark: you have an appointment tomorrow. Show up.
Kaitlynn Crossno: Yep. Yep.
Max Clark: Although it makes me crazy because I’ve got, uh, a dental appointment coming up next month and I’m getting SMS reminders for it already, and I’m like, come on guys. I mean, we’re 30 days out. We really need to send me like a reminder for an appointment 30 days from now for the dentist.
Kaitlynn Crossno: That’s funny. Like, hit me in [50:00] a week,
Max Clark: Yeah, at 30 days seems like a little aggressive, you know, like outside of like, oh, whoops, I forgot I was leaving the country. I mean, there’s
Kaitlynn Crossno: right?
Max Clark: in my calendar right now that’s really gonna impact my ability to show up to my dentist appointment. but I mean, this is interesting, you know, going back to like HIPAA for a second, and I mean, I’m thinking like deeper integrations.
I kinda wanna talk to you about, like pharmacy refills.
Kaitlynn Crossno: Mm-hmm.
Max Clark: You know, like, I need to refill my prescription, or I need to, I have a new prescription, or your prescription is ready, or
Kaitlynn Crossno: Mm-hmm.
Max Clark: your prescription.
Kaitlynn Crossno: Yeah.
Max Clark: I mean, that’s, that’s a relative labor intensive process, but then also drives a lot of revenue
Kaitlynn Crossno: Mm-hmm.
Max Clark: about what the pharmacy’s actually doing and generating revenue from.
Kaitlynn Crossno: Yep.
Max Clark: Um, and making that easier for, you know, you do have issues with text messaging with that, and you can, you can push it into your app that you’re using and, and have a, a contained chat, but, know, that feels like a, a pretty significant win if you’re in the healthcare space
Kaitlynn Crossno: Mm-hmm.
Max Clark: you know, you have to solve [51:00] this problem.
Kaitlynn Crossno: Yeah, for sure. I think, um, we have integrations to a lot of the, you know, EHRs and all of that stuff. It just depends on what EHR they’re using at that point really. So like Epic, we’re gonna have to bring in a team because we have to be epic certified developers to like get into all the weeds in that, which is fine.
We’ve done that before too. We have a team we work with that that helps out a lot. Um, on the epic side of the house for the, the other ones, a lot of people, I’ve seen a lot of homegrown EHRs lately.
Max Clark: Mm-hmm.
Kaitlynn Crossno: obviously we’ll work with them to set up the, the APIs and all of that. So it’s really just, it’s, I think every, we’re living in a world where everything is so API driven that as long as there are APIs.
We’re, we’re good. It doesn’t matter if we’ve done the, that type of integration before or if it’s a new integration for us. As long as there are APIs, like it’s, it’s we’re everything’s pretty, I, I wanna say standardized. You know what I’m saying? Like we’re moving into that. It’s like you have an [52:00] API, cool.
Let me see the documentation and we’ll get it set up, you know, which is nice for, for integration land. It’s really nice. It’s made it a lot easier than it used to be.
Max Clark: What’s an average time for, I, I mean, you know, you, you talk through like different, um, know, like sales processes, but, you know, we really talk about like, like in this case they, uh, Culligan went to like a trial,
Kaitlynn Crossno: Mm-hmm.
Max Clark: pick a set of dealers. We’re gonna roll this out and we’re gonna see what this like, you know, look like you know, initial like, you know, I mean you’ve got all the presales and the evaluation and testing and demo and all this stuff, but from like the, like, okay, let’s start this project now to, we have this up and running and ready to actually send real data to it. long is that process? I mean, you know, team dependent, everything dependent, but like if people are actually reasonably attentive to the project,
Kaitlynn Crossno: Yeah.
Max Clark: what kind of timelines are we talking about
Kaitlynn Crossno: I, God, that’s such a, that, that varies so much,
Max Clark: it’s such a broad question. I know [53:00] I hate it, but
Kaitlynn Crossno: especially when we’re talking about like, you know, what size do you guys, what size business do you guys, and I’m like, well, we have a hundred person companies to PepsiCo. That’s a, that’s a tough question. Um, and it, it also depends on what they’re doing. Yeah.
That’s just a tough question.
Max Clark: you a different way. What are, what are the, like let, um, what are the input. really dictate the output in terms of time right? So you talk about like, you know, uh, a domain knowledge for the
Kaitlynn Crossno: Mm-hmm.
Max Clark: is that stored, right? Like, how variable does that get? And before, you know, they can run a campaign or they could actually have a virtual agent responding
Kaitlynn Crossno: Mm-hmm.
Max Clark: setting.
Right. Or, um, you know, we talk about API integration, you know, Salesforce is relatively straightforward. Everybody has it, you know, versus like a custom system, that’s a different
Kaitlynn Crossno: Mm-hmm.
Max Clark: change things up and down. Right?
Kaitlynn Crossno: Yep.
Max Clark: you know, I, I would, I would guess, um, I would [54:00] say assuming that you’ve got a relatively data store, in that case, let’s call it Salesforce, and you’ve got a
Kaitlynn Crossno: Mm-hmm.
Max Clark: you know, knowledge base that’s probably within, you know, desk within Salesforce,
Kaitlynn Crossno: Yep.
Max Clark: Like, you know, or Zendesk, right? You know, you’ve got a relatively,
Kaitlynn Crossno: Mm-hmm.
Max Clark: common platform.
Kaitlynn Crossno: Yeah.
Max Clark: Um, from that point going forward, how. Um, like, what do you need from the customer outside of like, how do we talk to your sales force to actually go through these, this, this pro, you know, these steps.
Kaitlynn Crossno: I think so at that point, given the confines of our, our setup now,
Max Clark: I’ve, I’ve
Kaitlynn Crossno: um,
Max Clark: here.
Kaitlynn Crossno: yeah. Cool. I was like, whoa. Um, given that setup, it’s at that point it’s more about, um, going through, making sure everybody’s on the same page about like what our goals is. Like that’s first because we all have to align on what, on what we’re doing.
Uh, and then we’re looking at the knowledge to say, um, like, Hey, you have this knowledge, [55:00] but is it good? Is it good? And up to date knowledge?
Max Clark: Uh, that’s a good point.
Kaitlynn Crossno: Because,
Max Clark: point. Really interesting point. Yep.
Kaitlynn Crossno: because not every, every, not everything is applicable. And if we say, yeah, everything’s good, let’s give it to the virtual agent, then that means the virtual agent’s gonna give information that’s not up to date or, you know, so we have to go through and make sure like we’re, we’re good with what we’re feeding it from the knowledge.
It’s good, it’s up to date, knowledge, hygiene situation.
Max Clark: Right?
Kaitlynn Crossno: Um. Then, like it’s actually configuring whatever they’re using. So if that’s a chat bot or SMS or voice now, cool. Part about how we do this is we have, I what I call our AI nucleus, because we built AI first. Everything’s built on top of the AI nucleus or our AI orchestration.
Um, so the configuration is the, the same for chat and SMS or voice. So it’s,
Max Clark: Yeah. You just open a different channel,
Kaitlynn Crossno: right. And then, you know, it’ll work in the confines of that. It’s not gonna, you know, [56:00] give crazy dropdowns or anything to, to SMS, right?
Max Clark: Mm-hmm.
Kaitlynn Crossno: Um, so it’s the configuration, like the fine tuning of the AI agent. How do they want us to talk?
Let’s make sure that their brand, their logos on it, their brand colors are on it, you know, all of that good stuff with them. Um, and then testing. So testing internally, making sure all of the, the APIs work, the escalations work, all of that. Giving it to the customer to test, making sure that they’re happy with it.
We’re trying to find all the gaps. At that point that, that we could possibly hit, knowing that there are going to be some, ’cause people love to break the bot. Um, and then once we’re done with testing, we, we, we launch, so in a very standard setup up with APIs that, you know, we are very familiar with, like the Salesforce, you know, we’re getting information from a knowledge base we’re familiar with all that gets stuff.
I mean, that’s usually done and I’d say about 12 weeks where we’re saying, let’s configure it, set up all of the integrations, test it, and move on. So, I mean, that’s a, that’s probably about a 12 week [57:00] process.
Max Clark: Knowledge hygiene has gotta be a really big Oh, whoops. We have to read through. I mean, ’cause you can’t do that for them. This isn’t something that they
Kaitlynn Crossno: Exactly.
Max Clark: offload to your professional
Kaitlynn Crossno: Mm-hmm.
Max Clark: like team, right? Like this is No, you have to read through all of your documentation. That you’re gonna give us and make sure it’s what you wanna say, right?
So that’s not also
Kaitlynn Crossno: Mm-hmm.
Max Clark: person. This has to be somebody that actually understands
Kaitlynn Crossno: Mm-hmm.
Max Clark: to, to go through and clarify that. Right? So I’d imagine gonna be probably the biggest surprise for most people. I mean, you know, when every time I’m, I’m thinking through like different contact center deployments, know, you walk into these meetings and even, even with professional services there, they’re like, okay, what would you like to do?
And then the customer’s like, well, I don’t know what, I’ve never done this before. Right?
Kaitlynn Crossno: Yep.
Max Clark: and then you get into this like, really interesting situation where you’re like, well, you need to tell us what you want us to do, but you don’t know what you want. So like,
Kaitlynn Crossno: Mm-hmm.
Max Clark: know, you know, and, um, and I [58:00] find, uh, I, you know, I, I, I’ve, I’ve always kind of marveled at that, where it’s like, okay, well no, no, no.
We now, like, we just need all your documentation. Like, let’s start from there. Like, if somebody calls in because they need help with your flashlight, like.
Kaitlynn Crossno: Mm-hmm.
Max Clark: You know, what’s, what’s all the different conditionals like that we need to ch you know, like the needs to be aware of with this flashlight. Like
Kaitlynn Crossno: Mm-hmm.
Max Clark: how big are they?
What are the dimensions? What kind of batteries does it
Kaitlynn Crossno: Mm-hmm.
Max Clark: You
Kaitlynn Crossno: Yeah, yeah, absolutely. And then we see what our recommendation is in a lot of cases because they have so much knowledge, they can’t sort through everything
Max Clark: mm-hmm.
Kaitlynn Crossno: that’s cra By the time they did that, their knowledge will be outdated again.
Max Clark: Right.
Kaitlynn Crossno: So a lot of times what we’ll do is they’ll, they’ll set a date and say anything over three years, let it go.
Max Clark: Like in terms of age. So if
Kaitlynn Crossno: Mm-hmm.
Max Clark: than three years, hasn’t been
Kaitlynn Crossno: Yeah. Mm-hmm.
Max Clark: it. Okay. Interesting.
Kaitlynn Crossno: they’ll, they’ll kind of work internally to come up with a date and say, or a range of saying, this is all old.
Max Clark: Mm-hmm.
Kaitlynn Crossno: We can, it needs to be, if it [59:00] has not been updated, it needs to be updated before it can be used.
Max Clark: How, um, the initial ingest, is the process for updates and. You know, like new data coming in, right? So we have new knowledge now, or we wanna update existing knowledge. Um, is this, is this like, uh, hey, we’ve got a, you know, SharePoint share or a Google Drive that you’re, you’re, you know, feeding from?
Or are they, you know, what’s, like, what’s the actual mechanism for this? Say, okay, we’ve got this old knowledge, we wanna replace it with this new knowledge, or we’ve had this brand new knowledge that’s never existed before.
Kaitlynn Crossno: Mm-hmm.
Max Clark: they load that into the system and how long does it take the system to actually reference that?
Kaitlynn Crossno: So we can be, I think we’re talking more of like if they were to upload it into capacity,
Max Clark: Yeah.
Kaitlynn Crossno: which is assuming that at that point where their, where their foundational like knowledge repository
Max Clark: Mm-hmm.
Kaitlynn Crossno: that is, um, a few minutes, right? So they’re gonna remove it, they’re gonna upload it, it’s gonna be done. Give it a few minutes.
Everything will catch [01:00:00] up within maybe three minutes max. The other side of that though, is we don’t, al we’re not always the foundational repository because a lot of people do have those SharePoints or the, the slew of things. Um, I think. Pepsi had over 80 different sources that had knowledge in it with like 20 million documents.
Do you know what I’m saying? Like, it’s, it’s wild.
Max Clark: yeah, yeah.
Kaitlynn Crossno: but they’re not gonna move that to capacity.
Max Clark: No, of course not.
Kaitlynn Crossno: So in that case, it’s like, well, what do we do to update this information? Well, you just update it. You update it and capacity’s aware of it because we’re, how we’re indexing it, we’re notified, you know, we’re, we’re notified essentially whenever there’s a change, modification, deletion, addition, and then we’re indexing that on the spot.
Max Clark: Right. So that’s a, you know, so that turns into the other part of this integration. You know, the larger you are, the more sources of data you probably have, the more
Kaitlynn Crossno: Yep.
Max Clark: that is. And then you get into, you know, the other side of this, which, uh, enterprises are starting to experience, which is, um, you [01:01:00] feeding? Your AI engine data that then shouldn’t be exposed or has to be limited to who, who can actually interact with it. Right.
Kaitlynn Crossno: Mm-hmm.
Max Clark: probably not in the case here of what we’re talking about, but know, you wouldn’t want to, you know, give a data store with confidential, undisclosed financial data, you know, to your
Kaitlynn Crossno: Mm-hmm.
Max Clark: engine, you know, if, if you’re a publicly traded company, right?
Like that would probably be a big no-no.
Kaitlynn Crossno: Yeah, for sure. For sure. And I mean, we help with that. You’ll see in, in our platform everywhere, a as you go, like there’s permission space controls. So it’s like we never want to, to dabble in that arena and end up in a bad situation or put the customer in a bad situation. A lot of times with the indexing and things like that, um, we actually use, um, like their SSO.
So it’s like your, your crew, like you tell me what permissions that each user has so that that way they only have the knowledge, they have access to period. And we’re not like blurring lines.
Max Clark: [01:02:00] Um. This is, so we didn’t talk about this a little bit, but, you know, employees, employee and agent assist,
Kaitlynn Crossno: Mm-hmm.
Max Clark: assist is really like, I’m a support agent, I’m a sales agent. I’m, I’m, I’m in some sort of like outwardly facing, you know, role, but they talk about like campaigns of like open enrollment of like, you know, if you’ve got 50,000 people and you’re going through open enrollment, like this is a big headache for your HR department to make sure
Kaitlynn Crossno: Mm-hmm.
Max Clark: up right.
So like, can we make that easier? But you used the word very specifically employee agent assist. So now is this like, I, I want, I, I’m trying not to, I don’t wanna like steal this here, but I’m, I’m fascinated like what the expansion of that is. You know, if you’re PepsiCo and you’ve got 80 sources of information, million millions of documents and, and tens of thousands of employees, when you say assist, I mean, I, I immediately think like, oh, wait a minute, is this a way for me as an like Pepsi clone employee to like ask my company questions that like, I need to get answers to.
Kaitlynn Crossno: Exactly. So that’s the, that’s the cool part about it, [01:03:00] right? So like we use this at capacity. I can go and ask capacity anything about my job, and if it’s not there, I add it. So like over time it’s learning about all of the, the things that we need to know, all of the information that I need to know. As you know, a solutions engineer, we get a new piece of technology, we put the documentation in, so now on the spot we can, we have that information right when we need it.
Right? So yes, it’s the heavy focus on agents. Um
Max Clark: I, Caitlyn, I could probably spend now like four hours talking to you about my business and what we do because, um. It’s, it’s crazy what it takes to onboard, you know, I mean, you say solutions engineer, right?
Kaitlynn Crossno: mm-hmm.
Max Clark: it’s, it’s crazy what it takes to onboard somebody in like a technical based business and just how many
Kaitlynn Crossno: Yeah.
Max Clark: they have.
Kaitlynn Crossno: Mm-hmm.
Max Clark: and the most simple example for us, like if we’re doing a project with a client of installing fiber, a single location, like the amount of stuff that exists just within, like a really simplistic [01:04:00] project
Kaitlynn Crossno: Yeah.
Max Clark: is it’s a huge document. Like we, we’ve gone through and like documented everything about it and like have this Google doc and you’re like, you read this thing, you’re like, geez, like is this really what it takes to get this circuit installed?
And the answer is like, well,
Kaitlynn Crossno: Yep.
Max Clark: but sometimes, right.
Kaitlynn Crossno: Yeah.
Max Clark: that’s a really, you know, knowledge, employee knowledge, um, such a interesting. Um, like problem domain for enterprise, not even enterprise, like even SMB, like how do you capture information and make it, you know, index it and searchable and then like present it to your, to your teams.
That way you can just work more efficiently. Right? Like, how
Kaitlynn Crossno: Yeah.
Max Clark: do you spend to like try to go find stuff and you have to walk down the hall and ask Bob because Bob knows how to do something and, and you need the answer and is Bob there or Bob not there? You know, like that’s, an interesting, very interesting use case.
I don’t know how many people are actually tackling that.
Kaitlynn Crossno: Yeah, I, I use it every day [01:05:00] and it is a lifesaver for sure, for sure. So, um, I think that’s one thing that makes us different, I’d say, is like, in every case that we’ve talked about, we’ve spoken about, it’s been like, oh, like, hey, customers and agents, but it’s also employees, so it’s customers and employees that we’re serving.
It’s not one or the other. We can flip this either direction for the solution and it’s gonna be applicable for employees or customers.
Max Clark: Fascinating. It’s really, it’s a really interesting, like, um, it really, it opens up a lot of interesting opportunities when that, when you like, start thinking through
Kaitlynn Crossno: Yeah.
Max Clark: you know, like there’s so many, there’s so much to that that, um, I’m sure like, you know, like even like if you think about it from just like a, a revenue side, like a marketing side, like what campaigns did we run over the last three years?
What was successful? What
Kaitlynn Crossno: Mm-hmm.
Max Clark: work? How do [01:06:00] we craft new campaigns? Like, just being able to interact with that and, you know, not even from an onboarding, but even like as a lookback, I mean, you know, what did, what did we capture here and what did we, what did we like? Um,
Kaitlynn Crossno: Yeah.
Max Clark: where, where is this going over the next. Call it. I mean, I mean, three years is an impossible forecast. Let’s say like one to two years. Like when you look at this and we talk about this and you look like one to two years down the road, you know, what has you excited, what are you most excited about? Like, like peering into the future a little bit.
Kaitlynn Crossno: AI is its own thing, like where AI is headed in the next few years. That’s its own crazy arena of the world. I’ve been having conversations like deep dives in with my friends and family and stuff, and we’re getting really nerdy about it. But, but um, as far as kind of like how we’re using this, I see like I’m seeing more and more of our [01:07:00] ability and need to combine some of these things like automated QA where people score human calls, right?
And then now we have automated qa, so we can score those for you and provide all of this data. But now we’re seeing like, well, virtual agents probably need to be scored two. Right? How do virtual agents compare to human agents? How do we make the virtual agents better and the human agents better? Because human agents are always gonna be needed,
Max Clark: Mm-hmm.
Kaitlynn Crossno: always.
So it’s like seeing the, the blend of how we’re able to use technology, the technology that we have, and we’re gonna continue to grow, right? As technology inevitably gets more expansive, I think that will be its own power to say like, Hey, this is what AI can do. But like, how can we actually mesh all of this together to say that this actually works in a full round solution where we’re saying a virtual agent handled this thing and we gave it to an employee and the virtual and the employee was able to say, Hey, I used it here to get the answer that they couldn’t get over there.
So [01:08:00] now I gave ’em the answer. But then we’re having a QA score, all both of these calls to see what pieces of these worked and what didn’t. And then feeding back into the AI and both locations to continue to learn over time creating, its almost like its own machine for that business. I think that heading that direction is a really cool idea.
That’s gonna be really powerful.
Max Clark: It’s, uh. I’m not, I’m not like an AI dor. I know a
Kaitlynn Crossno: Yeah.
Max Clark: you know, it’s, and, and maybe it’s just because I’m old enough or I’ve been involved in tech long enough that I’ve seen
Kaitlynn Crossno: Yeah.
Max Clark: many now this isn’t like your normal hype cycle in terms of like, oh, we’ve got 5G coming out, it’s gonna revolutionize the planet, right?
Like,
Kaitlynn Crossno: Right?
Max Clark: definitely like, like, oh look, the Internet’s here. You know, like that phase of kind of
Kaitlynn Crossno: Mm-hmm.
Max Clark: And I do believe that what we’re seeing now isn’t the end state for ai, right?
Kaitlynn Crossno: Right,
Max Clark: know, early internet, early e-comm in late nineties, like, isn’t where we ended up, you know, things
Kaitlynn Crossno: right.
Max Clark: Um, [01:09:00] and um, what I’ve, what I’ve enjoyed most, like what you know and I talk about is just how fast this iteration is happening
Kaitlynn Crossno: Yes.
Max Clark: and how quickly. It’s, you know, it’s improving, it’s iterating, it’s getting better, people are finding new use cases. Like the speed of it is what’s so exciting to me
Kaitlynn Crossno: Mm-hmm.
Max Clark: and that’s why I say like, I’m not gonna try to pin you down to a three or forecast because I mean, I don’t,
Kaitlynn Crossno: Yeah.
Max Clark: like, I, I
Kaitlynn Crossno: I mean,
Max Clark: if,
Kaitlynn Crossno: there, there’s no way, right? It moves way too fast. To your point, do you remember in 2017, like Amazon Alexa was on the Christmas list is just becoming a thing for personal assistance, you know? So it’s like, there’s just zero. That’s, that’s less than 10 years ago that that first started happening.
There’s no way that we, we, we know for sure what the next 10 years of AI look like.
Max Clark: Yeah. I, I just wish Apple would fix Siri. Like at this
Kaitlynn Crossno: Yes.
Max Clark: at
Kaitlynn Crossno: Yes.
Max Clark: at this point, just fix Siri. You know,
Kaitlynn Crossno: Yep.
Max Clark: just,
Kaitlynn Crossno: Yep.
Max Clark: fix Siri. Caitlyn, this [01:10:00] is fascinating. I got, I am, I’m gonna try not to sidetrack too much ’cause I got a bunch of use cases I’m really curious about for ourselves here.
But, um. This has been very interesting for me. I really appreciate the time. Thank you very
Kaitlynn Crossno: Yeah.
Max Clark: through this. There’s, there’s a lot in here that I was surprised we covered and we got into, I think the outbound was very interesting. Um, of course, like the employee side of it is fascinating to me of what this would actually mean for the, you know, honestly the average business.
But like most businesses definitely have a knowledge capture and, and
Kaitlynn Crossno: Yeah,
Max Clark: issue. Right.
Kaitlynn Crossno: yeah. Yeah. Well, I enjoyed the, I enjoyed as well. It was nice talking to you. I’m, I’m also happy to keep talking, like you can always call me and we can have those conversations anytime about, you know, what we can do and, uh, how we, how we make it work, and all the good stuff.
Max Clark: Fantastic. Thank you.
Kaitlynn Crossno: Awesome.
