label: Me

text: Good afternoon. It's such a pleasure to meet you all today. You have such


text: a beautiful office. Have you been here long?


label: Voice 2

text: Thanks for coming in. I'm Monique. I run operations here.


text: Super busy day, so I may duck in and out.


text: Raj here owns the contact center tech stack.


text: I, yeah, I care about uptime,


text: headaches, and not blowing up our road map.


text: And I'm Elena, CX and Insights. I'm listening for quality, customer


text: impact and what this does to our metrics.


text: Great. And just to introduce myself, please,


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


text: four years now starting with the company name


text: Deepgram. I was employee number one there. And, subsequently, at


text: Intelligent Voice and, and Gradium.


text: So very passionate about the space.


text: Jeez.


text: I guess we've done introductions from your side. So in terms of an agenda, you know, what I wanted


text: to to do today is just show you briefly how we'll work.


text: I'll talk a little bit about, you know, what makes rhyme special, but then really focus most of our time on


text: you guys and, you


text: kind of your interest in voice AI, some of the the challenges you may have come across, which brought


text: you to us today. I do have a live demo prepared. I will just use look


text: at that very briefly.


text: And then, of course, we can just go over any questions, concerns you might have and talk


text: about potential next steps. How does that sound?


text: Sounds good. Just to frame it,


text: we're getting pressure about voice quality, but we do have a lot of fires.


text: So more concrete and less shiny stuff, the better.


text: Yeah, that sounds pretty good to us.


text: So


text: I'm just


text: Let's see.


text: Sorry.


text: Just


text: go ahead.


text: We also have a stack that's already pretty opinionated.


text: So wherever this goes,


text: integration effort is a big lens for me.


text: Yeah. You know, we're we're generally very easily compatible. I I I think


text: by virtue of being introduced you with by night. So we are fully compatible with


text: Cognizant. So, you know, at the end of the day, it's as simple as a couple toggles and


text: in your UI. Obviously, there's a lot more minutiae.


text: Involved to picking some of the voices and and doing your security checks


text: But, no, it the actual heavy lifting is pretty minimal.


text: So today, we're gonna be using a Copilot system just


text: because I have terrible handwriting. I hope you don't


text: mind. We're we're just gonna be transcribing securely to


text: a local encrypted system.


text: What you shared today, and then we'll just have an edited summary


text: that we can kind of view, together just so that, we make sure everything you you share is


text: is really, captured.


text: As long as nothing's


text: stored or used beyond this, I'm


text: cautious about recordings.


text: Oh, it's not recorded. It's just like a digital whiteboard.


text: Okay.


text: Great. Well, I I appreciate your flexibility there.


text: So let's see. Now that we've we've covered that,


text: me tell you very briefly what makes rhyme special. You know, we've been around since


text: 2022, founded by Lilly, Brooke, Ari's.


text: Two of our our team members are actually linguists, and then is an engineer. The


text: two from Stanford, one from Harvard.


text: Data collection is actually where we we start to differentiate


text: ourselves. A lot of our competitors use the exact same podcast


text: and actor recordings and sort of shared data sets in the industry.


text: We actually took a different approach and, started with a a recording studio.


text: So we we custom built, everything and, painstakingly


text: made recordings of real people, which was a bit of a slower process, but I think


text: started to pay off in dividends when you actually hear our voices and realize some of the


text: minutiae of language are captured much more eloquently by our approach.


text: Than the standard acting one.


text: Yeah, we've heard that


text: claim from others.


text: Well, happy to show you a little later, but you know, we're also


text: the proof is in the pudding. Already working with tens of millions of phone calls every month from some of the larger


text: restaurant chain, health care providers, telecommunications firms,


text: and even governments around the world.


text: You know, even recently is


text: last


text: month we did a study with a


text: 100,000 phone calls. And now no one actually loves receiving a


text: cold call, so there's lots of hang ups even if a human does it. But


text: actually had the lowest hang up rate compared to any of our competitors, as well as the fastest


text: call completion


text: time. So we're really proud about that. We also, you know, being able to help customers


text: significantly increase some of their their sales and performance metrics.


text: Okay. But, like, when you say tens of millions of


text: calls, are those


text: mostly outbound?


text: No, mostly in inbound contact centers, just


text: like you.


text: Okay.


text: Yeah. So


text: anyway, let let's really dive into you guys. That's that's mostly why we're here today.


text: How are you doing speech today? What tools are you using?


text: It's a mix. So nice on the court,


text: and a couple of other vendors around the edges.


text: Whisk quality is okay.


text: But


text: it can get flat. Customers notice.


text: Can you say say more about that? When when you say flat,


text: and when you say what customers notice, if you can speak about both of those?


text: Sure.


text: Just feels robotic at times.


text: Off.


text: Empathy's not quite right. You get caller saying it sounds


text: weird?


text: So when callers say that the voice sounds weird,


text: if I can ask, I mean, that doesn't sound good, but why does that matter?


text: Well, it dense truss


text: So in a claims context,


text: trust is everything.


text: It feels off, they bail or they ask for a human,


text: which hits our costs and handle time.


text: So cost and handle time. Okay.


text: Right. What else matters to you guys?


text: Ease of rollout, honestly.


text: It's months of lift, that's tough. Also, risk.


text: We can't afford downtime or


text: escalation spiking.


text: How would you measure ease of rollout?


text: Short implementation,


text: low lift on engineering,


text: ideally, over custom.


text: And clean handoffs with our existing stack.


text: And then in terms of the voice quality issues and


text: increasing trust, how would you measure success there?


text: Higher containment without hurting CSAT?


text: Fewer negative comments about the voice, and


text: no increase in handle time


text: Monique, what about from your


text: If it reduces repeat calls and


text: doesn't add a new queue of


text: edge cases for my team.


text: That's a win.


text: Got it. And anything else?


text: Just don't create new fires.


text: Prove it works in our world, small first.


text: In terms of fires, how would you measure that?


text: No spike in exceptions, no increase.


text: In supervisor escalations. No last minute scrambles.


text: Yeah. No. Understood. That makes sense. And now, Raj, you you own the tech stack.


text: Any additional problems or success criteria?


text: Reliability and clean integration.


text: If it plays nice with nice,


text: pardon the pun, and add fragility,


text: Cool.


text: And what provider do you use at the moment?


text: Shaken.


text: Raj says they are using what's bundled with their


text: current platform plus one other TTS vendor.


text: For specific flows. But


text: didn't name them.


text: Alina adds that they've experimented with a few,


text: and hit the same quality salient complex conversations.


text: Monique isn't shopping for change just for change's sake, but


text: she'd need to see a measured improvement.


text: So Now


text: she's asking


text: So far, I've heard about, the voice quality issues and those affect


text: trust which increase costs and handle time.


text: And then


text: your your stack is already opinionated, so the the impact


text: that is sort of the the risk of system stability.


text: And then, you you rollout requiring months of effort would also be a problem.


text: That's pretty fair. And


text: yeah, we don't have Fimp in its cycles.


text: Totally get that.


text: Anything else


text: that we haven't covered here or that we should think more deeply about?


text: For me, risk and rollout.


text: Prove it small, show the metrics, then maybe.


text: If you can meet us where we are,


text: then we can keep talking.


text: That makes a lot of sense.


text: Great. Well,


text: let me actually just jump into a quick demo. ChatGPT


text: don't interrupt again until I, say the demo is over.


text: Got it. Staying quiet until you say the demo is over.


text: Hi there. Tell me today.


label: Voice 3

text: Could you please provide your five digit ZIP code for verification?


text: Hey, Soria. Could you start from the top?


text: Of course. If you have a damaged device, you'd like


text: to claim, I can guide you through the process.


text: Could you please provide your five digit ZIP code first for verification?


text: Thanks, Colin. Your policy is active and covers accidental damage.


text: When did the damage to your iPhone 16 Pro happen?


text: July


text: Was the damage accidental?


text: Yes. I was just getting ready for this really important presentation. I was so excited.


text: I accidentally, knocked my phone off the table and it cracked the screen.


text: Does your iPhone still tower on at work despite the cracks?


text: Screen?


label: Voice 4

text: Yep.


text: Do you still have your phone with you?


text: I


text: do.


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.


text: Is that correct? Yes.


text: Your claim numbered CLM demo,


text: 2049 is submitted.


text: The deductible for the screen repair is $29.


text: I can send a secure document upload link to your phone to complete your claim.


text: Would you like me to send it now? Yes.


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?


text: Specialist would be great, thanks.


text: I'm transferring you to a device claim specialist now.


text: Thank you. They have all your


text: detail.


text: Go ahead. So you need to repeat anything.


text: Please hold


text: that on. Load well.


text: Okay. Stopping until you say otherwise.


text: Yeah. Go ahead with the transfer.


text: It sounded smooth and natural.


text: We wanted to sharpen it, I


text: okay.


text: Pausing.


text: Where is the specialist


text: available?


label: Voice 5

text: Colin, I'll prepare your information for the specialist so you won't have to repeat anything.


text: One moment, please.


text: Colin, I'm ready to transfer you now. Your information about the


text: accidental damage claim for your iPhone 16 Pro on July 11 is with the specialist.


text: Please hold for a moment.


text: Connecting you to the device claims specialist.


text: Your summary travels with you, so nothing needs repeating.


text: Oui, merci beaucoup, c'est gentil, votre assistance. Je


text: juste confirmer, tout est bon


text: Si vous avez besoin d'autre chose, je suis là pour vous aider.


text: Non sais-tu.


text: So what did you think of that call?


text: It felt smooth and human the pacing was


text: steady.


text: The confirmation step was clear, which I think


text: builds trust.


text: If we were tightening it even more, maybe trim up


text: couple of the confirmation lines, but


text: honestly, that was pretty solid.


text: I really appreciate that feedback.


text: Large, anything to add?


text: Just make my life harder, but


text: the quality did sound better than what we're used to.


text: Yeah, I mean, you know, I picked this pretty specially. We,


text: started with thousands of voices when we were training our latest model, Coda, but we


text: went through a very rigorous process of pairwise comparison to


text: battle the voices off and ended up with about a 100 that you can


text: select from. And some of our customers do that based on region or


text: even, demographics of the the caller.


text: I picked Vespera for the primary voice.


text: Obviously, there are some others there as well because of her sort of formal professional nature.


text: And of course, she's American.


text: What for these qualities would feel right for your brand?


text: Warm but competent. Not overly cheer


text: cheerful, not call center y, just


text: reassuring. Like someone who knows what they're doing.


text: Could you walk me through your decision process if we did have a successful pilot?


text: It depends, but


text: operations, IT, CX,


text: and then procurement.


text: Consensus driven.


text: Risk first.


text: And, what teams besides those here today would usually need to be involved?


text: IT security for sure.


text: Maybe legal depending on


text: data handling.


text: Are there any procurements or security steps we should plan for early?


text: Check.


text: Raj would want a security review upfront.


text: Documentation on data handling and encryption.


text: Monique wants a clear pilot plan with success metrics,


text: Procurement isn't the blocker if the business case is


text: tight.


text: But security could take a few weeks. So get ahead of it.


text: And expect reference checks with similar customers.


text: Yeah. No. That makes perfect sense. And, what would be a realistic time frame


text: on your part?


text: One moment.


text: Raj estimates four to eight weeks for a contained pilot if


text: security review proceeds smoothly. Monique wants narrow scope first not a big rollout with a data driven gono go after that.


text: And, what who would also need to sign off on a project like this?


text: Checking ones what?


text: Monique says it's collective, basically.


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.


text: And if all the stakeholders feel their concerns are met,


text: with measurable results and


text: low risk, that's


text: what


text: gets him in the line.


text: Got it. She said the biggest problem was voice quality still, though.


text: Yeah. It's hurting trust.


text: Understood.


text: Great. So what questions can I answer for you guys?


text: Probably just


text: send a short summary of what success would look like in a pilot


text: Keep it high level.


text: We'll regroup internally from there.


text: And what else can I tell you?


text: That's it for now.


text: Alright. Well, let me recap what I've heard here today.


text: Sounds like some of the biggest issues are voice quality and, risk and rollout are really important.


text: And compatibility with your existing stack.


text: And


text: yes, success is measured by reliability and needing to see


text: measured improvement before considering change.


text: Am I missing anything?


text: Now that's accurate.


text: Well, let me just talk you briefly through what happens next. Usually, we'd kick off


text: and to align on a scope and success criteria, then


text: pilot on a live call flow and limited production, then reconvene to review the results,


text: and then measure game success. You know?


text: CSAT scores, call completion, for example, or caller's sentiment.


text: Then we can convene afterwards.


text: Okay.


text: Okay. Well, thank you so much.


text: I think that's everything from my end.


text: Let's try a follow-up next Tuesday.


text: Let me check.


text: Yeah. That works. Send the one pager before then?


text: And we'll take a look.


text: Thanks guys.


text: Thank you. We appreciate the conversation.