{"t": 5.3, "label": "Me", "text": "Good afternoon. It's such a pleasure to meet you all today. You have such"}
{"t": 6.7, "label": "Me", "text": "a beautiful office. Have you been here long?"}
{"t": 11.6, "label": "Voice 2", "text": "Thanks for coming in. I'm Monique. I run operations here."}
{"t": 14.9, "label": "Voice 2", "text": "Super busy day, so I may duck in and out."}
{"t": 18.0, "label": "Voice 2", "text": "Raj here owns the contact center tech stack."}
{"t": 23.0, "label": "Voice 2", "text": "I, yeah, I care about uptime,"}
{"t": 23.6, "label": "Voice 2", "text": "headaches, and not blowing up our road map."}
{"t": 28.5, "label": "Voice 2", "text": "And I'm Elena, CX and Insights. I'm listening for quality, customer"}
{"t": 31.0, "label": "Voice 2", "text": "impact and what this does to our metrics."}
{"t": 37.3, "label": "Me", "text": "Great. And just to introduce myself, please,"}
{"t": 44.6, "label": "Me", "text": "for those of you I haven't already met, my name is Colin. I'm the newest account executive here at Rhyme. I'm someone who did the the the company, but I've actually been in a speech AI, gosh, almost"}
{"t": 46.2, "label": "Me", "text": "four years now starting with the company name"}
{"t": 51.2, "label": "Me", "text": "Deepgram. I was employee number one there. And, subsequently, at"}
{"t": 53.0, "label": "Me", "text": "Intelligent Voice and, and Gradium."}
{"t": 56.2, "label": "Me", "text": "So very passionate about the space."}
{"t": 59.2, "label": "Me", "text": "Jeez."}
{"t": 64.2, "label": "Me", "text": "I guess we've done introductions from your side. So in terms of an agenda, you know, what I wanted"}
{"t": 67.0, "label": "Me", "text": "to to do today is just show you briefly how we'll work."}
{"t": 71.9, "label": "Me", "text": "I'll talk a little bit about, you know, what makes rhyme special, but then really focus most of our time on"}
{"t": 73.0, "label": "Me", "text": "you guys and, you"}
{"t": 78.0, "label": "Me", "text": "kind of your interest in voice AI, some of the the challenges you may have come across, which brought"}
{"t": 82.6, "label": "Me", "text": "you to us today. I do have a live demo prepared. I will just use look"}
{"t": 83.1, "label": "Me", "text": "at that very briefly."}
{"t": 88.1, "label": "Me", "text": "And then, of course, we can just go over any questions, concerns you might have and talk"}
{"t": 89.2, "label": "Me", "text": "about potential next steps. How does that sound?"}
{"t": 93.0, "label": "Voice 2", "text": "Sounds good. Just to frame it,"}
{"t": 98.0, "label": "Voice 2", "text": "we're getting pressure about voice quality, but we do have a lot of fires."}
{"t": 102.5, "label": "Voice 2", "text": "So more concrete and less shiny stuff, the better."}
{"t": 107.4, "label": "Me", "text": "Yeah, that sounds pretty good to us."}
{"t": 108.8, "label": "Me", "text": "So"}
{"t": 108.8, "label": "Voice 2", "text": "I'm just"}
{"t": 111.0, "label": "Me", "text": "Let's see."}
{"t": 111.0, "label": "Voice 2", "text": "Sorry."}
{"t": 111.0, "label": "Me", "text": "Just"}
{"t": 112.8, "label": "Me", "text": "go ahead."}
{"t": 117.6, "label": "Voice 2", "text": "We also have a stack that's already pretty opinionated."}
{"t": 119.6, "label": "Voice 2", "text": "So wherever this goes,"}
{"t": 122.0, "label": "Voice 2", "text": "integration effort is a big lens for me."}
{"t": 127.0, "label": "Me", "text": "Yeah. You know, we're we're generally very easily compatible. I I I think"}
{"t": 131.1, "label": "Me", "text": "by virtue of being introduced you with by night. So we are fully compatible with"}
{"t": 135.3, "label": "Me", "text": "Cognizant. So, you know, at the end of the day, it's as simple as a couple toggles and"}
{"t": 136.6, "label": "Me", "text": "in your UI. Obviously, there's a lot more minutiae."}
{"t": 141.6, "label": "Me", "text": "Involved to picking some of the voices and and doing your security checks"}
{"t": 143.8, "label": "Me", "text": "But, no, it the actual heavy lifting is pretty minimal."}
{"t": 148.6, "label": "Me", "text": "So today, we're gonna be using a Copilot system just"}
{"t": 150.4, "label": "Me", "text": "because I have terrible handwriting. I hope you don't"}
{"t": 155.4, "label": "Me", "text": "mind. We're we're just gonna be transcribing securely to"}
{"t": 155.7, "label": "Me", "text": "a local encrypted system."}
{"t": 158.8, "label": "Me", "text": "What you shared today, and then we'll just have an edited summary"}
{"t": 163.7, "label": "Me", "text": "that we can kind of view, together just so that, we make sure everything you you share is"}
{"t": 165.0, "label": "Me", "text": "is really, captured."}
{"t": 172.9, "label": "Voice 2", "text": "As long as nothing's"}
{"t": 174.6, "label": "Voice 2", "text": "stored or used beyond this, I'm"}
{"t": 176.3, "label": "Voice 2", "text": "cautious about recordings."}
{"t": 179.2, "label": "Me", "text": "Oh, it's not recorded. It's just like a digital whiteboard."}
{"t": 181.3, "label": "Me", "text": "Okay."}
{"t": 184.0, "label": "Me", "text": "Great. Well, I I appreciate your flexibility there."}
{"t": 189.9, "label": "Me", "text": "So let's see. Now that we've we've covered that,"}
{"t": 194.9, "label": "Me", "text": "me tell you very briefly what makes rhyme special. You know, we've been around since"}
{"t": 196.1, "label": "Me", "text": "2022, founded by Lilly, Brooke, Ari's."}
{"t": 201.1, "label": "Me", "text": "Two of our our team members are actually linguists, and then is an engineer. The"}
{"t": 202.4, "label": "Me", "text": "two from Stanford, one from Harvard."}
{"t": 208.5, "label": "Me", "text": "Data collection is actually where we we start to differentiate"}
{"t": 211.8, "label": "Me", "text": "ourselves. A lot of our competitors use the exact same podcast"}
{"t": 215.4, "label": "Me", "text": "and actor recordings and sort of shared data sets in the industry."}
{"t": 219.3, "label": "Me", "text": "We actually took a different approach and, started with a a recording studio."}
{"t": 222.6, "label": "Me", "text": "So we we custom built, everything and, painstakingly"}
{"t": 227.5, "label": "Me", "text": "made recordings of real people, which was a bit of a slower process, but I think"}
{"t": 231.6, "label": "Me", "text": "started to pay off in dividends when you actually hear our voices and realize some of the"}
{"t": 236.1, "label": "Me", "text": "minutiae of language are captured much more eloquently by our approach."}
{"t": 241.1, "label": "Me", "text": "Than the standard acting one."}
{"t": 241.1, "label": "Voice 2", "text": "Yeah, we've heard that"}
{"t": 242.7, "label": "Voice 2", "text": "claim from others."}
{"t": 247.7, "label": "Me", "text": "Well, happy to show you a little later, but you know, we're also"}
{"t": 250.8, "label": "Me", "text": "the proof is in the pudding. Already working with tens of millions of phone calls every month from some of the larger"}
{"t": 255.6, "label": "Me", "text": "restaurant chain, health care providers, telecommunications firms,"}
{"t": 255.8, "label": "Me", "text": "and even governments around the world."}
{"t": 261.3, "label": "Me", "text": "You know, even recently is"}
{"t": 261.3, "label": "Voice 2", "text": "last"}
{"t": 261.3, "label": "Me", "text": "month we did a study with a"}
{"t": 266.2, "label": "Me", "text": "100,000 phone calls. And now no one actually loves receiving a"}
{"t": 267.6, "label": "Me", "text": "cold call, so there's lots of hang ups even if a human does it. But"}
{"t": 272.6, "label": "Me", "text": "actually had the lowest hang up rate compared to any of our competitors, as well as the fastest"}
{"t": 273.9, "label": "Me", "text": "call completion"}
{"t": 278.0, "label": "Me", "text": "time. So we're really proud about that. We also, you know, being able to help customers"}
{"t": 281.5, "label": "Me", "text": "significantly increase some of their their sales and performance metrics."}
{"t": 286.4, "label": "Voice 2", "text": "Okay. But, like, when you say tens of millions of"}
{"t": 287.7, "label": "Voice 2", "text": "calls, are those"}
{"t": 292.6, "label": "Voice 2", "text": "mostly outbound?"}
{"t": 292.6, "label": "Me", "text": "No, mostly in inbound contact centers, just"}
{"t": 293.3, "label": "Me", "text": "like you."}
{"t": 295.2, "label": "Voice 2", "text": "Okay."}
{"t": 300.5, "label": "Me", "text": "Yeah. So"}
{"t": 303.0, "label": "Me", "text": "anyway, let let's really dive into you guys. That's that's mostly why we're here today."}
{"t": 306.5, "label": "Me", "text": "How are you doing speech today? What tools are you using?"}
{"t": 311.5, "label": "Voice 2", "text": "It's a mix. So nice on the court,"}
{"t": 313.8, "label": "Voice 2", "text": "and a couple of other vendors around the edges."}
{"t": 315.8, "label": "Voice 2", "text": "Whisk quality is okay."}
{"t": 317.3, "label": "Voice 2", "text": "But"}
{"t": 320.3, "label": "Voice 2", "text": "it can get flat. Customers notice."}
{"t": 325.3, "label": "Me", "text": "Can you say say more about that? When when you say flat,"}
{"t": 329.1, "label": "Me", "text": "and when you say what customers notice, if you can speak about both of those?"}
{"t": 329.2, "label": "Voice 2", "text": "Sure."}
{"t": 332.1, "label": "Voice 2", "text": "Just feels robotic at times."}
{"t": 333.6, "label": "Voice 2", "text": "Off."}
{"t": 337.5, "label": "Voice 2", "text": "Empathy's not quite right. You get caller saying it sounds"}
{"t": 338.4, "label": "Voice 2", "text": "weird?"}
{"t": 342.2, "label": "Me", "text": "So when callers say that the voice sounds weird,"}
{"t": 345.0, "label": "Me", "text": "if I can ask, I mean, that doesn't sound good, but why does that matter?"}
{"t": 350.0, "label": "Voice 2", "text": "Well, it dense truss"}
{"t": 351.2, "label": "Voice 2", "text": "So in a claims context,"}
{"t": 353.5, "label": "Voice 2", "text": "trust is everything."}
{"t": 356.8, "label": "Voice 2", "text": "It feels off, they bail or they ask for a human,"}
{"t": 359.8, "label": "Voice 2", "text": "which hits our costs and handle time."}
{"t": 371.4, "label": "Me", "text": "So cost and handle time. Okay."}
{"t": 375.1, "label": "Me", "text": "Right. What else matters to you guys?"}
{"t": 379.8, "label": "Voice 2", "text": "Ease of rollout, honestly."}
{"t": 385.7, "label": "Voice 2", "text": "It's months of lift, that's tough. Also, risk."}
{"t": 385.7, "label": "Voice 2", "text": "We can't afford downtime or"}
{"t": 387.5, "label": "Voice 2", "text": "escalation spiking."}
{"t": 389.9, "label": "Me", "text": "How would you measure ease of rollout?"}
{"t": 393.2, "label": "Voice 2", "text": "Short implementation,"}
{"t": 395.5, "label": "Voice 2", "text": "low lift on engineering,"}
{"t": 398.6, "label": "Voice 2", "text": "ideally, over custom."}
{"t": 402.1, "label": "Voice 2", "text": "And clean handoffs with our existing stack."}
{"t": 406.4, "label": "Me", "text": "And then in terms of the voice quality issues and"}
{"t": 410.4, "label": "Me", "text": "increasing trust, how would you measure success there?"}
{"t": 414.7, "label": "Voice 2", "text": "Higher containment without hurting CSAT?"}
{"t": 419.6, "label": "Voice 2", "text": "Fewer negative comments about the voice, and"}
{"t": 420.7, "label": "Voice 2", "text": "no increase in handle time"}
{"t": 429.9, "label": "Me", "text": "Monique, what about from your"}
{"t": 435.7, "label": "Voice 2", "text": "If it reduces repeat calls and"}
{"t": 437.9, "label": "Voice 2", "text": "doesn't add a new queue of"}
{"t": 440.2, "label": "Voice 2", "text": "edge cases for my team."}
{"t": 441.7, "label": "Voice 2", "text": "That's a win."}
{"t": 445.5, "label": "Me", "text": "Got it. And anything else?"}
{"t": 449.9, "label": "Voice 2", "text": "Just don't create new fires."}
{"t": 453.2, "label": "Voice 2", "text": "Prove it works in our world, small first."}
{"t": 456.9, "label": "Me", "text": "In terms of fires, how would you measure that?"}
{"t": 461.9, "label": "Voice 2", "text": "No spike in exceptions, no increase."}
{"t": 465.8, "label": "Voice 2", "text": "In supervisor escalations. No last minute scrambles."}
{"t": 472.1, "label": "Me", "text": "Yeah. No. Understood. That makes sense. And now, Raj, you you own the tech stack."}
{"t": 474.5, "label": "Me", "text": "Any additional problems or success criteria?"}
{"t": 478.7, "label": "Voice 2", "text": "Reliability and clean integration."}
{"t": 481.5, "label": "Voice 2", "text": "If it plays nice with nice,"}
{"t": 485.4, "label": "Voice 2", "text": "pardon the pun, and add fragility,"}
{"t": 486.2, "label": "Voice 2", "text": "Cool."}
{"t": 493.8, "label": "Me", "text": "And what provider do you use at the moment?"}
{"t": 497.8, "label": "Voice 2", "text": "Shaken."}
{"t": 503.1, "label": "Voice 2", "text": "Raj says they are using what's bundled with their"}
{"t": 504.3, "label": "Voice 2", "text": "current platform plus one other TTS vendor."}
{"t": 506.0, "label": "Voice 2", "text": "For specific flows. But"}
{"t": 507.1, "label": "Voice 2", "text": "didn't name them."}
{"t": 512.1, "label": "Voice 2", "text": "Alina adds that they've experimented with a few,"}
{"t": 515.0, "label": "Voice 2", "text": "and hit the same quality salient complex conversations."}
{"t": 518.4, "label": "Voice 2", "text": "Monique isn't shopping for change just for change's sake, but"}
{"t": 521.1, "label": "Voice 2", "text": "she'd need to see a measured improvement."}
{"t": 522.7, "label": "Me", "text": "So Now"}
{"t": 522.7, "label": "Voice 2", "text": "she's asking"}
{"t": 527.6, "label": "Me", "text": "So far, I've heard about, the voice quality issues and those affect"}
{"t": 529.6, "label": "Me", "text": "trust which increase costs and handle time."}
{"t": 531.2, "label": "Me", "text": "And then"}
{"t": 536.0, "label": "Me", "text": "your your stack is already opinionated, so the the impact"}
{"t": 538.1, "label": "Me", "text": "that is sort of the the risk of system stability."}
{"t": 542.9, "label": "Me", "text": "And then, you you rollout requiring months of effort would also be a problem."}
{"t": 545.8, "label": "Voice 2", "text": "That's pretty fair. And"}
{"t": 548.5, "label": "Voice 2", "text": "yeah, we don't have Fimp in its cycles."}
{"t": 552.2, "label": "Me", "text": "Totally get that."}
{"t": 559.4, "label": "Me", "text": "Anything else"}
{"t": 561.9, "label": "Me", "text": "that we haven't covered here or that we should think more deeply about?"}
{"t": 565.9, "label": "Voice 2", "text": "For me, risk and rollout."}
{"t": 570.0, "label": "Voice 2", "text": "Prove it small, show the metrics, then maybe."}
{"t": 573.5, "label": "Voice 2", "text": "If you can meet us where we are,"}
{"t": 575.0, "label": "Voice 2", "text": "then we can keep talking."}
{"t": 577.2, "label": "Me", "text": "That makes a lot of sense."}
{"t": 580.7, "label": "Me", "text": "Great. Well,"}
{"t": 587.0, "label": "Me", "text": "let me actually just jump into a quick demo. ChatGPT"}
{"t": 589.8, "label": "Me", "text": "don't interrupt again until I, say the demo is over."}
{"t": 594.1, "label": "Voice 2", "text": "Got it. Staying quiet until you say the demo is over."}
{"t": 597.7, "label": "Voice 2", "text": "Hi there. Tell me today."}
{"t": 600.7, "label": "Voice 3", "text": "Could you please provide your five digit ZIP code for verification?"}
{"t": 603.2, "label": "Me", "text": "Hey, Soria. Could you start from the top?"}
{"t": 608.2, "label": "Voice 3", "text": "Of course. If you have a damaged device, you'd like"}
{"t": 609.1, "label": "Voice 3", "text": "to claim, I can guide you through the process."}
{"t": 613.0, "label": "Voice 3", "text": "Could you please provide your five digit ZIP code first for verification?"}
{"t": 614.2, "label": "Me", "text": "94102."}
{"t": 621.1, "label": "Voice 3", "text": "Thanks, Colin. Your policy is active and covers accidental damage."}
{"t": 623.8, "label": "Voice 3", "text": "When did the damage to your iPhone 16 Pro happen?"}
{"t": 628.7, "label": "Me", "text": "July"}
{"t": 628.7, "label": "Voice 3", "text": "Was the damage accidental?"}
{"t": 633.6, "label": "Me", "text": "Yes. I was just getting ready for this really important presentation. I was so excited."}
{"t": 637.1, "label": "Me", "text": "I accidentally, knocked my phone off the table and it cracked the screen."}
{"t": 642.0, "label": "Voice 3", "text": "Does your iPhone still tower on at work despite the cracks?"}
{"t": 642.5, "label": "Voice 3", "text": "Screen?"}
{"t": 643.0, "label": "Voice 4", "text": "Yep."}
{"t": 646.3, "label": "Voice 3", "text": "Do you still have your phone with you?"}
{"t": 647.2, "label": "Voice 4", "text": "I"}
{"t": 647.2, "label": "Me", "text": "do."}
{"t": 656.7, "label": "Voice 3", "text": "To confirm, on July 11, you accidentally dropped your iPhone 16 Pro cracking the screen, but it still powers on and you have the device with you."}
{"t": 658.6, "label": "Voice 3", "text": "Is that correct? Yes."}
{"t": 665.2, "label": "Voice 3", "text": "Your claim numbered CLM demo,"}
{"t": 667.6, "label": "Voice 3", "text": "2049 is submitted."}
{"t": 670.8, "label": "Voice 3", "text": "The deductible for the screen repair is $29."}
{"t": 674.6, "label": "Voice 3", "text": "I can send a secure document upload link to your phone to complete your claim."}
{"t": 676.9, "label": "Voice 3", "text": "Would you like me to send it now? Yes."}
{"t": 687.4, "label": "Voice 3", "text": "The secure upload link has been sent to your phone ending in 0148. Would you like to finish up here or speak with a device claims specialist for any further help?"}
{"t": 689.2, "label": "Me", "text": "Specialist would be great, thanks."}
{"t": 695.0, "label": "Voice 3", "text": "I'm transferring you to a device claim specialist now."}
{"t": 696.9, "label": "Voice 3", "text": "Thank you. They have all your"}
{"t": 696.9, "label": "Voice 4", "text": "detail."}
{"t": 701.4, "label": "Voice 3", "text": "Go ahead. So you need to repeat anything."}
{"t": 703.1, "label": "Voice 3", "text": "Please hold"}
{"t": 703.1, "label": "Voice 2", "text": "that on. Load well."}
{"t": 706.8, "label": "Voice 2", "text": "Okay. Stopping until you say otherwise."}
{"t": 708.6, "label": "Me", "text": "Yeah. Go ahead with the transfer."}
{"t": 711.7, "label": "Voice 2", "text": "It sounded smooth and natural."}
{"t": 714.1, "label": "Voice 2", "text": "We wanted to sharpen it, I"}
{"t": 715.4, "label": "Voice 2", "text": "okay."}
{"t": 716.7, "label": "Me", "text": "Pausing."}
{"t": 719.9, "label": "Me", "text": "Where is the specialist"}
{"t": 719.9, "label": "Voice 4", "text": "available?"}
{"t": 727.0, "label": "Voice 5", "text": "Colin, I'll prepare your information for the specialist so you won't have to repeat anything."}
{"t": 728.6, "label": "Voice 5", "text": "One moment, please."}
{"t": 733.6, "label": "Voice 5", "text": "Colin, I'm ready to transfer you now. Your information about the"}
{"t": 737.7, "label": "Voice 5", "text": "accidental damage claim for your iPhone 16 Pro on July 11 is with the specialist."}
{"t": 739.1, "label": "Voice 5", "text": "Please hold for a moment."}
{"t": 741.6, "label": "Voice 5", "text": "Connecting you to the device claims specialist."}
{"t": 744.5, "label": "Voice 5", "text": "Your summary travels with you, so nothing needs repeating."}
{"t": 762.7, "label": "Me", "text": "Oui, merci beaucoup, c'est gentil, votre assistance. Je"}
{"t": 763.6, "label": "Me", "text": "juste confirmer, tout est bon"}
{"t": 779.8, "label": "Voice 3", "text": "Si vous avez besoin d'autre chose, je suis là pour vous aider."}
{"t": 782.0, "label": "Voice 4", "text": "Non sais-tu."}
{"t": 785.7, "label": "Me", "text": "So what did you think of that call?"}
{"t": 790.7, "label": "Voice 2", "text": "It felt smooth and human the pacing was"}
{"t": 791.2, "label": "Voice 2", "text": "steady."}
{"t": 794.6, "label": "Voice 2", "text": "The confirmation step was clear, which I think"}
{"t": 796.2, "label": "Voice 2", "text": "builds trust."}
{"t": 801.2, "label": "Voice 2", "text": "If we were tightening it even more, maybe trim up"}
{"t": 801.3, "label": "Voice 2", "text": "couple of the confirmation lines, but"}
{"t": 803.2, "label": "Voice 2", "text": "honestly, that was pretty solid."}
{"t": 806.9, "label": "Me", "text": "I really appreciate that feedback."}
{"t": 809.2, "label": "Me", "text": "Large, anything to add?"}
{"t": 813.6, "label": "Voice 2", "text": "Just make my life harder, but"}
{"t": 816.6, "label": "Voice 2", "text": "the quality did sound better than what we're used to."}
{"t": 822.7, "label": "Me", "text": "Yeah, I mean, you know, I picked this pretty specially. We,"}
{"t": 825.9, "label": "Me", "text": "started with thousands of voices when we were training our latest model, Coda, but we"}
{"t": 829.8, "label": "Me", "text": "went through a very rigorous process of pairwise comparison to"}
{"t": 834.7, "label": "Me", "text": "battle the voices off and ended up with about a 100 that you can"}
{"t": 839.1, "label": "Me", "text": "select from. And some of our customers do that based on region or"}
{"t": 840.3, "label": "Me", "text": "even, demographics of the the caller."}
{"t": 845.6, "label": "Me", "text": "I picked Vespera for the primary voice."}
{"t": 848.7, "label": "Me", "text": "Obviously, there are some others there as well because of her sort of formal professional nature."}
{"t": 851.2, "label": "Me", "text": "And of course, she's American."}
{"t": 855.3, "label": "Me", "text": "What for these qualities would feel right for your brand?"}
{"t": 860.8, "label": "Voice 2", "text": "Warm but competent. Not overly cheer"}
{"t": 862.8, "label": "Voice 2", "text": "cheerful, not call center y, just"}
{"t": 867.0, "label": "Voice 2", "text": "reassuring. Like someone who knows what they're doing."}
{"t": 871.6, "label": "Me", "text": "Could you walk me through your decision process if we did have a successful pilot?"}
{"t": 874.3, "label": "Voice 2", "text": "It depends, but"}
{"t": 877.0, "label": "Voice 2", "text": "operations, IT, CX,"}
{"t": 878.7, "label": "Voice 2", "text": "and then procurement."}
{"t": 880.6, "label": "Voice 2", "text": "Consensus driven."}
{"t": 885.6, "label": "Voice 2", "text": "Risk first."}
{"t": 885.6, "label": "Me", "text": "And, what teams besides those here today would usually need to be involved?"}
{"t": 890.4, "label": "Voice 2", "text": "IT security for sure."}
{"t": 891.2, "label": "Voice 2", "text": "Maybe legal depending on"}
{"t": 892.5, "label": "Voice 2", "text": "data handling."}
{"t": 897.7, "label": "Me", "text": "Are there any procurements or security steps we should plan for early?"}
{"t": 900.6, "label": "Voice 4", "text": "Check."}
{"t": 905.3, "label": "Voice 2", "text": "Raj would want a security review upfront."}
{"t": 908.3, "label": "Voice 2", "text": "Documentation on data handling and encryption."}
{"t": 912.0, "label": "Voice 2", "text": "Monique wants a clear pilot plan with success metrics,"}
{"t": 916.4, "label": "Voice 2", "text": "Procurement isn't the blocker if the business case is"}
{"t": 916.4, "label": "Voice 4", "text": "tight."}
{"t": 921.3, "label": "Voice 2", "text": "But security could take a few weeks. So get ahead of it."}
{"t": 924.4, "label": "Voice 2", "text": "And expect reference checks with similar customers."}
{"t": 929.3, "label": "Me", "text": "Yeah. No. That makes perfect sense. And, what would be a realistic time frame"}
{"t": 929.5, "label": "Me", "text": "on your part?"}
{"t": 932.8, "label": "Me", "text": "One moment."}
{"t": 938.2, "label": "Voice 2", "text": "Raj estimates four to eight weeks for a contained pilot if"}
{"t": 948.2, "label": "Voice 2", "text": "security review proceeds smoothly. Monique wants narrow scope first not a big rollout with a data driven gono go after that."}
{"t": 952.9, "label": "Me", "text": "And, what who would also need to sign off on a project like this?"}
{"t": 956.0, "label": "Voice 2", "text": "Checking ones what?"}
{"t": 959.7, "label": "Voice 2", "text": "Monique says it's collective, basically."}
{"t": 970.9, "label": "Voice 2", "text": "Raj for the technical side and security, Elena for CX impact, Monique for operations, then procurement and an executive sponsor for final sign off."}
{"t": 975.2, "label": "Voice 2", "text": "And if all the stakeholders feel their concerns are met,"}
{"t": 977.2, "label": "Voice 2", "text": "with measurable results and"}
{"t": 979.6, "label": "Voice 2", "text": "low risk, that's"}
{"t": 979.6, "label": "Voice 4", "text": "what"}
{"t": 979.6, "label": "Voice 2", "text": "gets him in the line."}
{"t": 984.4, "label": "Me", "text": "Got it. She said the biggest problem was voice quality still, though."}
{"t": 987.6, "label": "Voice 2", "text": "Yeah. It's hurting trust."}
{"t": 996.4, "label": "Me", "text": "Understood."}
{"t": 1003.4, "label": "Me", "text": "Great. So what questions can I answer for you guys?"}
{"t": 1008.4, "label": "Voice 4", "text": "Probably just"}
{"t": 1011.7, "label": "Voice 2", "text": "send a short summary of what success would look like in a pilot"}
{"t": 1013.5, "label": "Voice 2", "text": "Keep it high level."}
{"t": 1015.9, "label": "Voice 2", "text": "We'll regroup internally from there."}
{"t": 1019.3, "label": "Me", "text": "And what else can I tell you?"}
{"t": 1021.9, "label": "Voice 2", "text": "That's it for now."}
{"t": 1024.9, "label": "Me", "text": "Alright. Well, let me recap what I've heard here today."}
{"t": 1029.9, "label": "Me", "text": "Sounds like some of the biggest issues are voice quality and, risk and rollout are really important."}
{"t": 1032.4, "label": "Me", "text": "And compatibility with your existing stack."}
{"t": 1034.2, "label": "Me", "text": "And"}
{"t": 1039.0, "label": "Me", "text": "yes, success is measured by reliability and needing to see"}
{"t": 1041.7, "label": "Me", "text": "measured improvement before considering change."}
{"t": 1042.9, "label": "Me", "text": "Am I missing anything?"}
{"t": 1046.2, "label": "Voice 2", "text": "Now that's accurate."}
{"t": 1052.1, "label": "Me", "text": "Well, let me just talk you briefly through what happens next. Usually, we'd kick off"}
{"t": 1054.4, "label": "Me", "text": "and to align on a scope and success criteria, then"}
{"t": 1059.4, "label": "Me", "text": "pilot on a live call flow and limited production, then reconvene to review the results,"}
{"t": 1060.7, "label": "Me", "text": "and then measure game success. You know?"}
{"t": 1065.7, "label": "Me", "text": "CSAT scores, call completion, for example, or caller's sentiment."}
{"t": 1066.4, "label": "Me", "text": "Then we can convene afterwards."}
{"t": 1068.5, "label": "Voice 4", "text": "Okay."}
{"t": 1073.5, "label": "Me", "text": "Okay. Well, thank you so much."}
{"t": 1075.6, "label": "Me", "text": "I think that's everything from my end."}
{"t": 1080.2, "label": "Me", "text": "Let's try a follow-up next Tuesday."}
{"t": 1084.1, "label": "Voice 2", "text": "Let me check."}
{"t": 1087.5, "label": "Voice 2", "text": "Yeah. That works. Send the one pager before then?"}
{"t": 1089.0, "label": "Voice 2", "text": "And we'll take a look."}
{"t": 1090.2, "label": "Me", "text": "Thanks guys."}
{"t": 1094.9, "label": "Voice 2", "text": "Thank you. We appreciate the conversation."}