{"t": 3.6, "label": "Colin Heilbut - Rime", "text": "Ready. Start whenever you say."}
{"t": 15.2, "label": "Colin Heilbut - Rime", "text": "Good morning. My name is Colin. I'm the newest account executive here at Rhyme. A little bit about me. Gosh. I started many years ago as the"}
{"t": 16.8, "label": "Colin Heilbut - Rime", "text": "first employee for a company called Deepgram."}
{"t": 21.7, "label": "Colin Heilbut - Rime", "text": "Back then, I was carving out holes in the wall for the GPU clusters and"}
{"t": 26.2, "label": "Colin Heilbut - Rime", "text": "babysitting the, the founder's kids. But I I've stayed in the, the business quite a long time, and,"}
{"t": 30.2, "label": "Colin Heilbut - Rime", "text": "worked for intelligent voice in high security speech recognition."}
{"t": 35.4, "label": "Colin Heilbut - Rime", "text": "And then more recently at a French Voice AI Lab."}
{"t": 40.2, "label": "Colin Heilbut - Rime", "text": "Perhaps we could do a quick round of intros on your side, both just"}
{"t": 42.5, "label": "Colin Heilbut - Rime", "text": "your your roles and kind of the relevance of speech to what you do."}
{"t": 51.6, "label": "Colin Heilbut - Rime", "text": "Sure. Hi. I'm Maya."}
{"t": 51.6, "label": "Voice 2", "text": "I run contact center operations for us. It's"}
{"t": 55.5, "label": "Voice 2", "text": "all about call quality and handle time while keeping the experience"}
{"t": 56.6, "label": "Voice 2", "text": "calm and clear for customers."}
{"t": 58.4, "label": "Voice 2", "text": "Hi, David here."}
{"t": 59.8, "label": "Voice 2", "text": "IT and Risk,"}
{"t": 67.8, "label": "Voice 2", "text": "I'm focused on"}
{"t": 67.8, "label": "Colin Heilbut - Rime", "text": "Maya, so you're the marketing director?"}
{"t": 67.8, "label": "Voice 2", "text": "Not marketing. I'm over contact center operations."}
{"t": 70.3, "label": "Voice 2", "text": "Day to day call performance, and agent workflows."}
{"t": 75.9, "label": "Colin Heilbut - Rime", "text": "Cool. Continue."}
{"t": 79.3, "label": "Voice 2", "text": "Thanks. And, as I was saying,"}
{"t": 82.0, "label": "Voice 2", "text": "hi, David, ITM Risk."}
{"t": 82.6, "label": "Voice 2", "text": "My"}
{"t": 88.9, "label": "Voice 2", "text": "lens is reliability, data handling, and integration."}
{"t": 92.2, "label": "Voice 2", "text": "We like measured results before scaling anything."}
{"t": 95.9, "label": "Voice 2", "text": "And hi, Priya here, product for digital service."}
{"t": 100.5, "label": "Voice 2", "text": "I'm thinking about how voice fits into web and app drays."}
{"t": 103.8, "label": "Voice 2", "text": "Making that hand off smooth matters a"}
{"t": 103.8, "label": "Colin Heilbut - Rime", "text": "lot."}
{"t": 108.7, "label": "Colin Heilbut - Rime", "text": "It was supposed to meet you all today."}
{"t": 113.7, "label": "Colin Heilbut - Rime", "text": "I just perhaps can start with a a brief overview, but if there's anything you wanted me to add as"}
{"t": 115.2, "label": "Colin Heilbut - Rime", "text": "agenda, we certainly can."}
{"t": 120.1, "label": "Colin Heilbut - Rime", "text": "As you can see, I'm working with a digital whiteboard here. Quite frankly, I just have the world's worst handwriting."}
{"t": 125.0, "label": "Colin Heilbut - Rime", "text": "And so I use this to keep track of thoughts and, keep me honest, make sure that we cover all of the"}
{"t": 129.9, "label": "Colin Heilbut - Rime", "text": "individual, concerns you might have and can actually make a plan to see,"}
{"t": 134.4, "label": "Colin Heilbut - Rime", "text": "how Rime might be really applicable to some of your use cases."}
{"t": 142.5, "label": "Colin Heilbut - Rime", "text": "We I'll talk very briefly about a little bit about what Nick rhymes special, but I really want to focus most of the time today just to"}
{"t": 147.2, "label": "Colin Heilbut - Rime", "text": "discover some of the key issues that you're concerned with and what you really"}
{"t": 147.8, "label": "Colin Heilbut - Rime", "text": "you in today."}
{"t": 152.0, "label": "Colin Heilbut - Rime", "text": "Afterwards, I did prepare a short live demo"}
{"t": 156.0, "label": "Colin Heilbut - Rime", "text": "We'll see how that goes, and then we have left time throughout the conversation"}
{"t": 157.8, "label": "Colin Heilbut - Rime", "text": "then particularly towards the end for any"}
{"t": 162.8, "label": "Colin Heilbut - Rime", "text": "questions, concerns you might have. Feel free to grill me as hard as you need. I've heard it all before."}
{"t": 167.7, "label": "Colin Heilbut - Rime", "text": "Lastly, of course, we can talk about next steps and potential ways to"}
{"t": 168.7, "label": "Colin Heilbut - Rime", "text": "really test out rhyme."}
{"t": 171.3, "label": "Colin Heilbut - Rime", "text": "In a in a structured"}
{"t": 172.9, "label": "Colin Heilbut - Rime", "text": "way,"}
{"t": 174.9, "label": "Colin Heilbut - Rime", "text": "Sound good? Sounds"}
{"t": 174.9, "label": "Voice 2", "text": "like a solid"}
{"t": 177.2, "label": "Voice 2", "text": "sorry."}
{"t": 181.6, "label": "Voice 2", "text": "Yeah. That sounds like a solid plan. Happy to dig into pain points first."}
{"t": 188.2, "label": "Colin Heilbut - Rime", "text": "Great. So, a little bit of context on us. We've,"}
{"t": 192.3, "label": "Colin Heilbut - Rime", "text": "been doing this since 2022, believe it or not. I started by two and an engineer."}
{"t": 198.0, "label": "Colin Heilbut - Rime", "text": "The approach we take is is quite differentiated."}
{"t": 198.3, "label": "Colin Heilbut - Rime", "text": "You know, a lot of the folks in the industry"}
{"t": 203.1, "label": "Colin Heilbut - Rime", "text": "have had a a good deal of success with, using actors or"}
{"t": 206.0, "label": "Colin Heilbut - Rime", "text": "podcasts, sort of large training sets that are often kind of shared in the industry."}
{"t": 208.4, "label": "Colin Heilbut - Rime", "text": "And it it it works clearly, but"}
{"t": 213.4, "label": "Colin Heilbut - Rime", "text": "get really nuanced, hyperrealistic speech"}
{"t": 216.8, "label": "Colin Heilbut - Rime", "text": "our approach, involves setting up our own recording studio."}
{"t": 219.1, "label": "Colin Heilbut - Rime", "text": "So really going from first principles and to have much more natural"}
{"t": 222.1, "label": "Colin Heilbut - Rime", "text": "high fidelity full duplex conversations that allow"}
{"t": 226.9, "label": "Colin Heilbut - Rime", "text": "our models to be quite differentiated from what's out there. And"}
{"t": 230.8, "label": "Colin Heilbut - Rime", "text": "don't naturally take our word for it. We are actually now powering tens of millions of calls, some that you may have even made"}
{"t": 232.5, "label": "Colin Heilbut - Rime", "text": "yourself this month to"}
{"t": 235.8, "label": "Colin Heilbut - Rime", "text": "hospitality or health care, telecom, and enterprise support."}
{"t": 241.0, "label": "Colin Heilbut - Rime", "text": "We even completed a a really interesting study just recently"}
{"t": 246.1, "label": "Colin Heilbut - Rime", "text": "This was outbound through a third party that"}
{"t": 246.7, "label": "Colin Heilbut - Rime", "text": "was really gonna report"}
{"t": 251.4, "label": "Colin Heilbut - Rime", "text": "commissioned a study, but they're very objective, and we're gonna report whatever they found."}
{"t": 256.7, "label": "Colin Heilbut - Rime", "text": "And in fact, although no one loves to receive a"}
{"t": 259.6, "label": "Colin Heilbut - Rime", "text": "an unsolicited outbound call, was a a government survey,"}
{"t": 264.3, "label": "Colin Heilbut - Rime", "text": "We found that we had the lowest hang up rate out of any TTS"}
{"t": 265.5, "label": "Colin Heilbut - Rime", "text": "system out there as well as the the fastest time to completion"}
{"t": 271.5, "label": "Colin Heilbut - Rime", "text": "out of a 100,000 calls. So I think that the takeaway here is that we do actually prove"}
{"t": 273.6, "label": "Colin Heilbut - Rime", "text": "produce some of the most delightful engaging voices in the industry."}
{"t": 278.6, "label": "Colin Heilbut - Rime", "text": "So"}
{"t": 281.5, "label": "Colin Heilbut - Rime", "text": "getting to the the crux of our conversation today, it would be great just to understand a little bit more about"}
{"t": 285.5, "label": "Colin Heilbut - Rime", "text": "how you're generating speech today, what tools, and"}
{"t": 286.9, "label": "Colin Heilbut - Rime", "text": "then what's what's what you'd like to improve"}
{"t": 292.9, "label": "Voice 2", "text": "Sure. Broadly, we're using a mix of"}
{"t": 294.6, "label": "Voice 2", "text": "benders"}
{"t": 298.2, "label": "Voice 2", "text": "and we're not really getting the quality we want"}
{"t": 302.5, "label": "Voice 2", "text": "Some calls feel flat, you know, robotic,"}
{"t": 305.8, "label": "Voice 2", "text": "and we worry about that impacting trust."}
{"t": 307.9, "label": "Colin Heilbut - Rime", "text": "So flat robotic calls are a pain point."}
{"t": 310.4, "label": "Voice 2", "text": "Right. Yes."}
{"t": 311.5, "label": "Voice 2", "text": "That's a big one."}
{"t": 316.5, "label": "Voice 2", "text": "And from my side, we need"}
{"t": 321.5, "label": "Voice 2", "text": "Plus, integration can't be a science project"}
{"t": 322.6, "label": "Voice 2", "text": "need something supportable."}
{"t": 327.7, "label": "Voice 2", "text": "And from CX and products like"}
{"t": 329.7, "label": "Voice 2", "text": "we want any voice experience to feel"}
{"t": 332.4, "label": "Voice 2", "text": "connected across channels."}
{"t": 334.4, "label": "Voice 2", "text": "No jarring tone shifts."}
{"t": 340.4, "label": "Colin Heilbut - Rime", "text": "And so the"}
{"t": 349.5, "label": "Colin Heilbut - Rime", "text": "the flat robotic calls, how significant a problem would you say that is?"}
{"t": 354.7, "label": "Voice 2", "text": "Noticeable. We see it pop in longer calls."}
{"t": 357.7, "label": "Voice 2", "text": "And some customers get impatient. It's not"}
{"t": 359.2, "label": "Voice 2", "text": "catastrophic, but"}
{"t": 362.0, "label": "Voice 2", "text": "it's enough that it"}
{"t": 362.0, "label": "Colin Heilbut - Rime", "text": "hits"}
{"t": 363.3, "label": "Voice 2", "text": "our metrics."}
{"t": 365.4, "label": "Voice 2", "text": "And gets flagged in QA."}
{"t": 370.4, "label": "Colin Heilbut - Rime", "text": "So when when that when that sort of your metrics are impacted"}
{"t": 371.3, "label": "Colin Heilbut - Rime", "text": "how what's the the kind of"}
{"t": 376.3, "label": "Colin Heilbut - Rime", "text": "the bottom line there? What is the the the true impact? And then what would sort of success look like there?"}
{"t": 380.2, "label": "Voice 2", "text": "Let me just think through that."}
{"t": 385.2, "label": "Voice 2", "text": "So for Maya, it's about trust and time."}
{"t": 389.6, "label": "Voice 2", "text": "When calls feel robotic, people talk over prompts or ask for re keeps."}
{"t": 394.6, "label": "Voice 2", "text": "That's seconds added per call and softer"}
{"t": 394.8, "label": "Voice 2", "text": "For David,"}
{"t": 398.1, "label": "Voice 2", "text": "success means better CX without adding risk."}
{"t": 400.3, "label": "Voice 2", "text": "Plus a clean integration."}
{"t": 405.2, "label": "Voice 2", "text": "And for Pria, it's a consistent journey of cost"}
{"t": 408.4, "label": "Voice 2", "text": "channels. No jarring handoffs. If the voice feels"}
{"t": 409.2, "label": "Voice 2", "text": "natural and on brand, that's progress."}
{"t": 413.2, "label": "Voice 2", "text": "Put that together, success could look like reduced handle time,"}
{"t": 418.1, "label": "Voice 2", "text": "steadier CSAT or QA scores, and positive agent feedback"}
{"t": 418.1, "label": "Voice 3", "text": "on"}
{"t": 419.6, "label": "Voice 2", "text": "conversations feeling smoother."}
{"t": 425.2, "label": "Colin Heilbut - Rime", "text": "And what are"}
{"t": 426.1, "label": "Colin Heilbut - Rime", "text": "these are all sort of"}
{"t": 431.2, "label": "Colin Heilbut - Rime", "text": "KPIs. How what's the true measure"}
{"t": 431.2, "label": "Voice 3", "text": "of"}
{"t": 432.3, "label": "Colin Heilbut - Rime", "text": "success? What is the bottom line business impact here?"}
{"t": 435.3, "label": "Voice 2", "text": "One second."}
{"t": 440.3, "label": "Voice 2", "text": "Great. So bottom line, it's cost to serve and return"}
{"t": 444.8, "label": "Voice 2", "text": "If we can handle calls faster and keep customers happier, that's"}
{"t": 446.5, "label": "Voice 2", "text": "efficiency and"}
{"t": 451.4, "label": "Voice 2", "text": "loyalty. For IT, it's less risk and less firefighting. Ultimately, it's"}
{"t": 456.1, "label": "Voice 2", "text": "can we improve customer trust and lower the cost per interaction?"}
{"t": 462.7, "label": "Colin Heilbut - Rime", "text": "And how do you measure customer trust and the cost for interaction?"}
{"t": 467.8, "label": "Voice 3", "text": "For"}
{"t": 467.8, "label": "Voice 2", "text": "trust,"}
{"t": 469.3, "label": "Colin Heilbut - Rime", "text": "CSAT,"}
{"t": 473.2, "label": "Voice 2", "text": "containment rates, fewer repeats or escalations."}
{"t": 476.2, "label": "Voice 2", "text": "Plus some behavioral stuff like"}
{"t": 486.7, "label": "Voice 2", "text": "did the caller complete the task? Cost per interaction is"}
{"t": 487.2, "label": "Voice 2", "text": "more straightforward. It's handle time,"}
{"t": 487.4, "label": "Voice 2", "text": "or containment rates, and support overhead."}
{"t": 491.8, "label": "Voice 2", "text": "If a pilot showed a 10% handle time improvement and"}
{"t": 495.9, "label": "Voice 2", "text": "a CSAT bump without reliability hits, that's pretty compelling."}
{"t": 500.9, "label": "Colin Heilbut - Rime", "text": "And so CSAT is a big one."}
{"t": 503.3, "label": "Colin Heilbut - Rime", "text": "Yep."}
{"t": 504.7, "label": "Voice 2", "text": "It's one of the big ones."}
{"t": 507.9, "label": "Voice 2", "text": "For sure. Handle time and reliability"}
{"t": 509.0, "label": "Voice 2", "text": "alongside it."}
{"t": 511.3, "label": "Voice 2", "text": "Those three together tell the story."}
{"t": 520.1, "label": "Colin Heilbut - Rime", "text": "David, anything from the IT risk?"}
{"t": 524.1, "label": "Voice 2", "text": "Just that whatever we pilot,"}
{"t": 529.0, "label": "Voice 2", "text": "we'd want clear success criteria, limited exposure, and"}
{"t": 529.7, "label": "Voice 2", "text": "a measurable outcome."}
{"t": 534.7, "label": "Voice 3", "text": "And,"}
{"t": 535.4, "label": "Voice 2", "text": "clear owner on our side"}
{"t": 537.2, "label": "Voice 2", "text": "to track those metrics."}
{"t": 547.7, "label": "Colin Heilbut - Rime", "text": "How do you folks generally"}
{"t": 551.2, "label": "Colin Heilbut - Rime", "text": "well, do we have any other sort of pain points or success criteria we should"}
{"t": 554.5, "label": "Colin Heilbut - Rime", "text": "talk about before we could talk about sort of how, Ryan fits into the picture?"}
{"t": 559.3, "label": "Voice 3", "text": "Checking that."}
{"t": 561.6, "label": "Voice 2", "text": "Sounds like the big ones that are there."}
{"t": 566.0, "label": "Voice 2", "text": "And measurable results."}
{"t": 570.9, "label": "Voice 2", "text": "One more, maybe validation in the real world, not just"}
{"t": 570.9, "label": "Voice 3", "text": "a"}
{"t": 571.1, "label": "Voice 2", "text": "polished"}
{"t": 571.1, "label": "Colin Heilbut - Rime", "text": "demo."}
{"t": 579.1, "label": "Voice 2", "text": "And from Priya, careful rollout so changes feel consistent"}
{"t": 579.5, "label": "Voice 2", "text": "across journeys."}
{"t": 582.7, "label": "Voice 2", "text": "A question to ask before solutioning."}
{"t": 584.1, "label": "Voice 2", "text": "Might be,"}
{"t": 588.5, "label": "Voice 2", "text": "do you have examples of measurable improvements after switching to rhyme?"}
{"t": 592.1, "label": "Colin Heilbut - Rime", "text": "Yeah, I'm glad you asked that."}
{"t": 601.2, "label": "Colin Heilbut - Rime", "text": "You know, one of our large retail"}
{"t": 605.7, "label": "Colin Heilbut - Rime", "text": "pizza clients reported a 20% increase in sales"}
{"t": 606.4, "label": "Colin Heilbut - Rime", "text": "scale."}
{"t": 608.5, "label": "Colin Heilbut - Rime", "text": "That was a big one."}
{"t": 615.2, "label": "Colin Heilbut - Rime", "text": "So I think we've we've talked about all of the the sort of"}
{"t": 617.7, "label": "Colin Heilbut - Rime", "text": "the reasons you're here today about voice quality."}
{"t": 624.0, "label": "Colin Heilbut - Rime", "text": "Anything else I should note before we jump into how we think about voice quality and how we've been able to"}
{"t": 624.5, "label": "Colin Heilbut - Rime", "text": "help folks with that?"}
{"t": 630.1, "label": "Voice 2", "text": "Just a second."}
{"t": 631.5, "label": "Voice 2", "text": "I think we've hit the main points."}
{"t": 633.5, "label": "Voice 2", "text": "Maybe one ad."}
{"t": 634.8, "label": "Voice 2", "text": "Expressiveness."}
{"t": 640.2, "label": "Voice 2", "text": "Claims, device damage, warranty denials,"}
{"t": 641.1, "label": "Voice 2", "text": "each need a different tone, so range matters."}
{"t": 644.4, "label": "Voice 2", "text": "And one more implementation speed."}
{"t": 648.4, "label": "Voice 2", "text": "If they can go live in weeks, not months, that's a strong plus."}
{"t": 649.7, "label": "Voice 2", "text": "And for brand,"}
{"t": 652.0, "label": "Voice 2", "text": "can the voice reflect"}
{"t": 654.8, "label": "Voice 2", "text": "the company's specific tone?"}
{"t": 657.5, "label": "Voice 2", "text": "Otherwise, I think you've got it. I'm"}
{"t": 659.6, "label": "Voice 2", "text": "curious to hear your approach."}
{"t": 665.0, "label": "Colin Heilbut - Rime", "text": "Sure. I'd I'd literally like you to to hear our approach."}
{"t": 669.3, "label": "Colin Heilbut - Rime", "text": "I'm actually gonna do just a little bit of a live demo now."}
{"t": 669.5, "label": "Colin Heilbut - Rime", "text": "We'll see what happens, but"}
{"t": 674.4, "label": "Colin Heilbut - Rime", "text": "this is obviously made to cover I imagine"}
{"t": 677.2, "label": "Colin Heilbut - Rime", "text": "device warranty claims or one of your major"}
{"t": 680.5, "label": "Colin Heilbut - Rime", "text": "this is a a major thing you guys"}
{"t": 680.5, "label": "Voice 3", "text": "do?"}
{"t": 685.2, "label": "Voice 3", "text": "Got it."}
{"t": 690.6, "label": "Colin Heilbut - Rime", "text": "Cool. So in ChatGPT, if you can just, not speak until I I ask you to speak again."}
{"t": 693.2, "label": "Voice 2", "text": "Got it. Pausing."}
{"t": 703.4, "label": "Voice 2", "text": "Hello, and thanks for calling NorthStar Device Protect"}
{"t": 703.4, "label": "Voice 4", "text": "This is a demo, and the call may be recorded."}
{"t": 705.8, "label": "NorthStar's", "text": "I'm NorthStar's virtual claims assistant."}
{"t": 707.6, "label": "NorthStar's", "text": "How can I help you today?"}
{"t": 714.0, "label": "Colin Heilbut - Rime", "text": "Hey, I'm so embarrassed. I just cracked the screen on my brand new phone and I'm trying to see if I"}
{"t": 715.6, "label": "Colin Heilbut - Rime", "text": "can use my device warranty."}
{"t": 720.1, "label": "NorthStar's", "text": "I'm sorry to hear about your crack screen."}
{"t": 724.1, "label": "NorthStar's", "text": "Let's start by verifying your identity with your ZIP code before we check your coverage."}
{"t": 726.8, "label": "NorthStar's", "text": "Could you please provide your five digit ZIP code?"}
{"t": 728.4, "label": "Colin Heilbut - Rime", "text": "94105."}
{"t": 738.4, "label": "NorthStar's", "text": "Thanks, Colin. You have active coverage for"}
{"t": 739.8, "label": "NorthStar's", "text": "damage on your Apple iPhone 16 Pro."}
{"t": 742.2, "label": "NorthStar's", "text": "To file a new claim for the crop screen,"}
{"t": 744.8, "label": "NorthStar's", "text": "Can you please tell me the date the damage happened?"}
{"t": 747.8, "label": "Colin Heilbut - Rime", "text": "Gosh. I think it was July 11."}
{"t": 755.4, "label": "NorthStar's", "text": "Thanks. Was the damage accidental, like, a drop or something like that?"}
{"t": 760.4, "label": "Colin Heilbut - Rime", "text": "Yeah, you know, I was getting ready for this really big presentation to this wonderful group of people I was"}
{"t": 765.1, "label": "Colin Heilbut - Rime", "text": "so excited that I just kind of knocked it off the desk onto the ground and the screen cracked."}
{"t": 769.8, "label": "NorthStar's", "text": "I can imagine that was stressful."}
{"t": 773.3, "label": "NorthStar's", "text": "Does your phone still power on and work despite the cracked screen?"}
{"t": 774.3, "label": "Voice 3", "text": "Yes."}
{"t": 779.6, "label": "Voice 3", "text": "Do"}
{"t": 779.6, "label": "NorthStar's", "text": "you still have the device in your possession?"}
{"t": 780.5, "label": "Colin Heilbut - Rime", "text": "I"}
{"t": 780.5, "label": "Voice 3", "text": "do."}
{"t": 786.2, "label": "NorthStar's", "text": "Just make sure you still have the device with you now."}
{"t": 786.8, "label": "NorthStar's", "text": "Yep."}
{"t": 792.3, "label": "NorthStar's", "text": "For confirming, Colin. So"}
{"t": 796.1, "label": "NorthStar's", "text": "on July 11, your phone accidentally fell and cracked the screen."}
{"t": 798.7, "label": "NorthStar's", "text": "But it still powers on and you have it with you."}
{"t": 801.6, "label": "NorthStar's", "text": "Is that correct?"}
{"t": 801.6, "label": "Colin Heilbut - Rime", "text": "Yes. It is."}
{"t": 807.4, "label": "NorthStar's", "text": "I submitted your client call"}
{"t": 807.4, "label": "Voice 3", "text": "in."}
{"t": 820.5, "label": "NorthStar's", "text": "Your claim number is CLMDemo2049 The screen repair deductible is $29 I can send secure document upload link to your phone number on file to help you finish the claim."}
{"t": 822.2, "label": "NorthStar's", "text": "Would you like me to send that now?"}
{"t": 823.7, "label": "Colin Heilbut - Rime", "text": "Yes. Thank you."}
{"t": 830.1, "label": "NorthStar's", "text": "The secure document upload link is sent to your phone."}
{"t": 834.0, "label": "NorthStar's", "text": "Is there anything else I can assist you with today, or would you like to finish up here?"}
{"t": 838.8, "label": "Colin Heilbut - Rime", "text": "Yeah. Is there a specialist I can speak to just to find out next steps?"}
{"t": 844.9, "label": "NorthStar's", "text": "Oh, and Colin,"}
{"t": 848.9, "label": "NorthStar's", "text": "before I transfer you, I just wanted to say good luck with your big presentation today."}
{"t": 863.9, "label": "Voice 3", "text": "Hello?"}
{"t": 866.7, "label": "NorthStar's", "text": "I'm here."}
{"t": 871.3, "label": "Colin Heilbut - Rime", "text": "I want"}
{"t": 871.3, "label": "NorthStar's", "text": "to"}
{"t": 871.3, "label": "Colin Heilbut - Rime", "text": "keep going. Oh, chat should be the heat. Don't talk again."}
{"t": 874.0, "label": "Colin Heilbut - Rime", "text": "Rhyme, are you gonna transfer me?"}
{"t": 877.3, "label": "NorthStar's", "text": "Checking."}
{"t": 883.6, "label": "Colin Heilbut - Rime", "text": "Colin,"}
{"t": 883.6, "label": "Voice 3", "text": "I'm transferring"}
{"t": 883.6, "label": "Colin Heilbut - Rime", "text": "you now."}
{"t": 888.4, "label": "Voice 3", "text": "Your summary traveled with you, so you won't need to repeat anything."}
{"t": 894.3, "label": "Colin Heilbut - Rime", "text": "Hey. Yeah. What are the next steps here?"}
{"t": 897.1, "label": "Voice 3", "text": "Checking."}
{"t": 900.8, "label": "Voice 2", "text": "Sounds like the group is open to structure."}
{"t": 904.0, "label": "Voice 2", "text": "Pilot."}
{"t": 904.0, "label": "Colin Heilbut - Rime", "text": "Cause pilot? Probably"}
{"t": 904.0, "label": "Voice 2", "text": "a technical deep dive"}
{"t": 906.3, "label": "Voice 3", "text": "Got it. Hello. Pausing."}
{"t": 965.0, "label": "NorthStar's", "text": "Hello, and thanks for calling NorthStar device protection. The"}
{"t": 966.2, "label": "NorthStar's", "text": "is a demo, and the call may be recorded."}
{"t": 975.7, "label": "Colin Heilbut - Rime", "text": "So, god, I'd love to"}
{"t": 978.0, "label": "Colin Heilbut - Rime", "text": "how did the what do you think of the naturalness of that voice?"}
{"t": 982.6, "label": "Colin Heilbut - Rime", "text": "So what's your feedback on the naturalness of the voice?"}
{"t": 986.6, "label": "Voice 2", "text": "Let me check."}
{"t": 991.7, "label": "Voice 2", "text": "It's sound really natural overall, not per slam"}
{"t": 991.7, "label": "Voice 3", "text": "a dash."}
{"t": 994.5, "label": "Voice 2", "text": "The handoffs are clean, interruptions were handled well,"}
{"t": 997.0, "label": "Voice 2", "text": "empathy falls appropriate,"}
{"t": 999.0, "label": "Voice 2", "text": "and the confirmation was"}
{"t": 999.0, "label": "Voice 3", "text": "clear."}
{"t": 1003.0, "label": "Voice 2", "text": "That little personalized moment at the end was memorable."}
{"t": 1008.0, "label": "Voice 2", "text": "I'd suggest a slightly warmer opening"}
{"t": 1011.2, "label": "Voice 2", "text": "and maybe a bit more variety and cadence during fact collection, but"}
{"t": 1013.7, "label": "Voice 2", "text": "honestly, if I were in that room,"}
{"t": 1015.5, "label": "Voice 2", "text": "I'd give the demo high marks."}
{"t": 1020.1, "label": "Voice 2", "text": "And quick tip, after a demo, ask them what stood out."}
{"t": 1023.6, "label": "Voice 2", "text": "Let them articulate the benefits in their own words."}
{"t": 1026.6, "label": "Voice 2", "text": "It makes the rest of the conversation much easier."}
{"t": 1030.3, "label": "Colin Heilbut - Rime", "text": "Great. Let's try that again. So what stood out?"}
{"t": 1031.3, "label": "Colin Heilbut - Rime", "text": "To you in that?"}
{"t": 1034.8, "label": "Voice 2", "text": "The flow and the memory."}
{"t": 1040.0, "label": "Voice 2", "text": "It was smooth, handled interruptions well, and remembered your context with"}
{"t": 1041.2, "label": "Voice 2", "text": "made it feel a human."}
{"t": 1048.3, "label": "Voice 3", "text": "Thanks."}
{"t": 1054.1, "label": "Voice 2", "text": "Welcome."}
{"t": 1054.1, "label": "Colin Heilbut - Rime", "text": "So just a little bit of context. We have a lot of voices that"}
{"t": 1056.3, "label": "Colin Heilbut - Rime", "text": "originally, we started with thousands and then had,"}
{"t": 1061.4, "label": "Colin Heilbut - Rime", "text": "a pretty scientific method of evaluating them."}
{"t": 1066.0, "label": "Colin Heilbut - Rime", "text": "Through user testing. And then we we now allow you to pick the voice that that"}
{"t": 1071.1, "label": "Colin Heilbut - Rime", "text": "matches your your use case or even a few. You could do it based on geographies or"}
{"t": 1072.1, "label": "Voice 3", "text": "demographics."}
{"t": 1076.2, "label": "Colin Heilbut - Rime", "text": "In this case, I picked Vespera as the primary phone agent here."}
{"t": 1081.1, "label": "Colin Heilbut - Rime", "text": "But, you know, just a demo choice, not a production recommendation, obviously."}
{"t": 1091.5, "label": "Colin Heilbut - Rime", "text": "Parts now are I mean, if if"}
{"t": 1096.5, "label": "Colin Heilbut - Rime", "text": "would be great to understand just a little bit more about the process on your end. I I"}
{"t": 1099.9, "label": "Colin Heilbut - Rime", "text": "assuming we're we're able to kind of structure a pilot. That's that's interesting."}
{"t": 1102.8, "label": "Colin Heilbut - Rime", "text": "Could you walk me through your your decision process?"}
{"t": 1107.1, "label": "Voice 2", "text": "Checking for"}
{"t": 1107.1, "label": "Voice 3", "text": "you."}
{"t": 1110.3, "label": "Voice 3", "text": "Typically,"}
{"t": 1114.6, "label": "Voice 2", "text": "Maya would sponsor a pilot with David leading a technical assessment."}
{"t": 1118.4, "label": "Voice 2", "text": "PeerWid help define the use case and success metrics."}
{"t": 1120.1, "label": "Voice 2", "text": "Then a timebox pilot"}
{"t": 1121.8, "label": "Voice 2", "text": "say four to six weeks,"}
{"t": 1123.7, "label": "Voice 2", "text": "measuring against current"}
{"t": 1127.3, "label": "Voice 2", "text": "If the data holds, it moves into internal approvals."}
{"t": 1130.3, "label": "Voice 2", "text": "Security, procurement, execs,"}
{"t": 1134.6, "label": "Voice 2", "text": "What question for you? What level of support do you provide during a pilot?"}
{"t": 1138.8, "label": "Colin Heilbut - Rime", "text": "We're really hands on, know. We're a small team here, but we"}
{"t": 1143.6, "label": "Colin Heilbut - Rime", "text": "really stand by our our product. And so we're we're available via Slack"}
{"t": 1147.7, "label": "Colin Heilbut - Rime", "text": "via phone, just to make everything successful. And then we've worked very closely with"}
{"t": 1150.2, "label": "Colin Heilbut - Rime", "text": "the the team at NICE as well for the integration with the orchestration there."}
{"t": 1155.8, "label": "Voice 2", "text": "Sounds aligned with what they asked for."}
{"t": 1162.8, "label": "Colin Heilbut - Rime", "text": "Are there any teams aside from the ones that are here today that would likely be involved in a a pilot?"}
{"t": 1167.2, "label": "Voice 2", "text": "Nightly, yes."}
{"t": 1172.0, "label": "Voice 2", "text": "Contact center leadership beyond Maya plus enterprise"}
{"t": 1172.0, "label": "NorthStar's", "text": "architecture"}
{"t": 1174.3, "label": "Voice 2", "text": "maybe InfoSec,"}
{"t": 1177.8, "label": "Voice 2", "text": "and if it moves forward procurement and the exec sponsor,"}
{"t": 1181.2, "label": "Voice 2", "text": "Given the nice piece is familiar"}
{"t": 1181.2, "label": "Voice 3", "text": "that"}
{"t": 1182.7, "label": "Voice 2", "text": "lowers a bit"}
{"t": 1182.7, "label": "Voice 3", "text": "hurdle,"}
{"t": 1189.0, "label": "Colin Heilbut - Rime", "text": "And, then would I think we we discussed a number of success"}
{"t": 1191.3, "label": "Colin Heilbut - Rime", "text": "criteria. Which would do you think are the most important here?"}
{"t": 1195.9, "label": "Colin Heilbut - Rime", "text": "I I think we we talked about CSAP being a a very measurable one."}
{"t": 1199.5, "label": "Colin Heilbut - Rime", "text": "And, just handle time and reliability."}
{"t": 1205.8, "label": "Voice 2", "text": "Shooking that if they had to narrow it,"}
{"t": 1210.6, "label": "Voice 2", "text": "CSAT, handle time, and containment or task completion."}
{"t": 1214.1, "label": "Voice 2", "text": "Reliability as table stakes. Everything else supports"}
{"t": 1214.9, "label": "Voice 2", "text": "those."}
{"t": 1218.0, "label": "Voice 2", "text": "Locking those in upfront keeps everyone aligned."}
{"t": 1222.9, "label": "Colin Heilbut - Rime", "text": "And then in terms of, like, a final sign off on a project to"}
{"t": 1224.3, "label": "Colin Heilbut - Rime", "text": "to go live, who who makes that call?"}
{"t": 1227.1, "label": "Voice 3", "text": "One moment."}
{"t": 1228.8, "label": "Voice 2", "text": "Executive owner,"}
{"t": 1232.6, "label": "Voice 2", "text": "of the contact center informed by Maya's recommendation"}
{"t": 1237.6, "label": "Voice 2", "text": "David's technical sign off, and pre"}
{"t": 1238.6, "label": "Voice 2", "text": "input. So a cross functional decision"}
{"t": 1241.8, "label": "Voice 2", "text": "but with one executive ultimately"}
{"t": 1242.7, "label": "Voice 2", "text": "approving."}
{"t": 1250.0, "label": "Colin Heilbut - Rime", "text": "That's great. You know, we have a little bit more time, left today. I'd love to to kinda"}
{"t": 1254.5, "label": "Colin Heilbut - Rime", "text": "dive on any sort of technical questions or business"}
{"t": 1257.6, "label": "Colin Heilbut - Rime", "text": "or even general things about speech and kind of what's what you might be seeing out there today?"}
{"t": 1263.4, "label": "Voice 3", "text": "Checking. Technical one start."}
{"t": 1266.0, "label": "Voice 2", "text": "Everyone talks about latency."}
{"t": 1267.4, "label": "Voice 2", "text": "What's"}
{"t": 1267.4, "label": "NorthStar's", "text": "your take?"}
{"t": 1272.2, "label": "Voice 2", "text": "Is it always the lowest possible? Or is there a threshold where"}
{"t": 1274.5, "label": "Voice 2", "text": "quality improvements matter more?"}
{"t": 1278.5, "label": "Voice 2", "text": "Also, how do clients typically choose a voice?"}
{"t": 1283.0, "label": "Voice 2", "text": "Is it purely brand preference or are there patterns by use case?"}
{"t": 1284.9, "label": "Voice 2", "text": "And one more,"}
{"t": 1290.1, "label": "NorthStar's", "text": "before production."}
{"t": 1290.1, "label": "Voice 3", "text": "Sure. Let let me, him and use that eight."}
{"t": 1291.5, "label": "Voice 3", "text": "Quality."}
{"t": 1291.5, "label": "Colin Heilbut - Rime", "text": "One at a time. So, gosh,"}
{"t": 1296.5, "label": "Voice 3", "text": "Right?"}
{"t": 1301.7, "label": "Colin Heilbut - Rime", "text": "If an agent took a very long time to respond, it"}
{"t": 1303.9, "label": "Colin Heilbut - Rime", "text": "it would probably lose a bit of confidence."}
{"t": 1308.8, "label": "Colin Heilbut - Rime", "text": "That said, there there is, in fact, a trade off. A super high parameter model will have a low latency."}
{"t": 1312.8, "label": "Colin Heilbut - Rime", "text": "For one of our largest competitors, I think they have a, you know, podcast grade"}
{"t": 1315.9, "label": "Colin Heilbut - Rime", "text": "model, and it's just not appropriate for streaming."}
{"t": 1320.6, "label": "Colin Heilbut - Rime", "text": "In our case, though, we have some of the the the lowest"}
{"t": 1325.5, "label": "Colin Heilbut - Rime", "text": "latency in the business, particularly if something's"}
{"t": 1326.3, "label": "Colin Heilbut - Rime", "text": "self hosted with a local LLM."}
{"t": 1328.1, "label": "Colin Heilbut - Rime", "text": "And"}
{"t": 1333.8, "label": "Colin Heilbut - Rime", "text": "we're we're very proud of that. We think it it it matters as as well as all the the the minutiae, though."}
{"t": 1338.7, "label": "Colin Heilbut - Rime", "text": "The quality of the voice. Obviously, a very fast responding voice that sounds like a robot help you"}
{"t": 1343.2, "label": "Colin Heilbut - Rime", "text": "either. So it has to be a balance, and that's that's kind of some of the art and science of what we do."}
{"t": 1345.1, "label": "Colin Heilbut - Rime", "text": "What were some of your other questions there?"}
{"t": 1349.1, "label": "Voice 3", "text": "Shocking."}
{"t": 1351.3, "label": "Voice 2", "text": "That balance makes"}
{"t": 1351.3, "label": "Voice 3", "text": "sense."}
{"t": 1356.5, "label": "Voice 2", "text": "We also asked about voice selection,"}
{"t": 1356.5, "label": "Voice 3", "text": "how"}
{"t": 1360.5, "label": "Voice 2", "text": "clients take voices and how you suggest"}
{"t": 1361.6, "label": "Voice 2", "text": "benchmarking quality before production."}
{"t": 1366.4, "label": "Voice 2", "text": "User study Yeah."}
{"t": 1366.4, "label": "Voice 3", "text": "So we we have a whole user"}
{"t": 1366.4, "label": "Colin Heilbut - Rime", "text": "interface to"}
{"t": 1367.4, "label": "Colin Heilbut - Rime", "text": "help with with voice selection and"}
{"t": 1372.4, "label": "Colin Heilbut - Rime", "text": "that'll that'll certainly give you some guidance for for some initial ones to test."}
{"t": 1376.5, "label": "Colin Heilbut - Rime", "text": "And then we really take a scientific approach to this. So we think that"}
{"t": 1381.0, "label": "Colin Heilbut - Rime", "text": "should test a few. And obviously,"}
{"t": 1386.0, "label": "Colin Heilbut - Rime", "text": "your your data will be the the the best indicator of"}
{"t": 1387.8, "label": "Colin Heilbut - Rime", "text": "which is the exact right one for different scenarios perhaps."}
{"t": 1391.6, "label": "Colin Heilbut - Rime", "text": "Amongst your different product lines, you might also have different voices."}
{"t": 1396.2, "label": "Voice 2", "text": "Exactly. That makes a lot of sense."}
{"t": 1396.8, "label": "Voice 2", "text": "And for benchmarking before prod,"}
{"t": 1401.8, "label": "Voice 2", "text": "we usually recommend blind listening tests with your own stakeholders, plus us"}
{"t": 1403.5, "label": "Voice 2", "text": "by side"}
{"t": 1403.5, "label": "Voice 3", "text": "on"}
{"t": 1403.5, "label": "Voice 2", "text": "real call"}
{"t": 1403.5, "label": "Voice 3", "text": "snippets"}
{"t": 1406.4, "label": "Voice 2", "text": "combine that with a small live pilot."}
{"t": 1411.3, "label": "Voice 2", "text": "Production traffic, limited exposure, clear metrics."}
{"t": 1414.8, "label": "Voice 2", "text": "That gives you both the subjective and objective side and then real results."}
{"t": 1416.1, "label": "Voice 2", "text": "Does that sound like it"}
{"t": 1418.0, "label": "Voice 2", "text": "fits how your team likes to evaluate?"}
{"t": 1423.1, "label": "Colin Heilbut - Rime", "text": "Yeah, absolutely. We're able to help you with"}
{"t": 1426.8, "label": "Colin Heilbut - Rime", "text": "with some benchmarking. We can also certainly improve certain things if they're"}
{"t": 1430.9, "label": "Colin Heilbut - Rime", "text": "any latency concerns or, if certain, word errors were"}
{"t": 1432.3, "label": "Colin Heilbut - Rime", "text": "were occurring, we can"}
{"t": 1437.1, "label": "Colin Heilbut - Rime", "text": "add even to to CODA or our mismodel through different techniques."}
{"t": 1440.8, "label": "Colin Heilbut - Rime", "text": "Learnings of phonetic pronunciations, all the words that matter."}
{"t": 1445.5, "label": "Colin Heilbut - Rime", "text": "So, really, what what I've heard so far if, and and let's just make sure I'm not,"}
{"t": 1446.7, "label": "Colin Heilbut - Rime", "text": "missing anything here."}
{"t": 1450.1, "label": "Colin Heilbut - Rime", "text": "Is that the the biggest success rate here are CSAT"}
{"t": 1452.4, "label": "Colin Heilbut - Rime", "text": "containment and task completion."}
{"t": 1454.2, "label": "Voice 3", "text": "Right."}
{"t": 1458.5, "label": "Voice 2", "text": "Exactly. And"}
{"t": 1458.5, "label": "Voice 3", "text": "And then a"}
{"t": 1458.5, "label": "Voice 2", "text": "time box pilot."}
{"t": 1460.5, "label": "Voice 2", "text": "A clear success criteria,"}
{"t": 1462.1, "label": "Voice 2", "text": "and a defined sign off"}
{"t": 1462.1, "label": "Voice 3", "text": "path."}
{"t": 1464.7, "label": "Voice 2", "text": "That sounds like a really solid next"}
{"t": 1464.7, "label": "Voice 3", "text": "step"}
{"t": 1466.8, "label": "Voice 2", "text": "drama, clear signals."}
{"t": 1479.4, "label": "Voice 3", "text": "Well,"}
{"t": 1479.4, "label": "Colin Heilbut - Rime", "text": "if what I'd love to do next is just talk brief"}
{"t": 1482.7, "label": "Colin Heilbut - Rime", "text": "in the the time we have left about what a a pilot would look like. So"}
{"t": 1486.1, "label": "Colin Heilbut - Rime", "text": "typically, we'd we'd schedule another call. I know if you're"}
{"t": 1487.2, "label": "Colin Heilbut - Rime", "text": "we maybe this time next week works for you."}
{"t": 1490.5, "label": "Voice 2", "text": "That works for me. Same"}
{"t": 1490.5, "label": "Voice 3", "text": "time next week."}
{"t": 1492.8, "label": "Colin Heilbut - Rime", "text": "Yeah. And then, you know, we would"}
{"t": 1497.8, "label": "Colin Heilbut - Rime", "text": "I think the the most effective pilot would be on a limited"}
{"t": 1501.6, "label": "Colin Heilbut - Rime", "text": "amount of production calls. And then we were you know, reconvene to review the results."}
{"t": 1506.7, "label": "Colin Heilbut - Rime", "text": "But along the way, we're really measuring against the the success metrics you choose, not just"}
{"t": 1510.2, "label": "Colin Heilbut - Rime", "text": "you know, benchmarking, but call completion, CSAT, caller sentiment."}
{"t": 1514.3, "label": "Colin Heilbut - Rime", "text": "And this will all be figured out in the the scoping"}
{"t": 1514.3, "label": "Voice 3", "text": "call."}
{"t": 1517.4, "label": "Voice 3", "text": "Right."}
{"t": 1521.5, "label": "Voice 2", "text": "That makes sense. Scoping call next week to find success criteria."}
{"t": 1523.6, "label": "Voice 3", "text": "And then we can get rolling."}
{"t": 1525.3, "label": "Colin Heilbut - Rime", "text": "Sounds good."}