[0:05] **Colin Heilbut - Rime:** But, first, just so I have a little bit of context, would you mind, introducing, the [0:06] **Colin Heilbut - Rime:** three of you? Just your [0:09] **Colin Heilbut - Rime:** your names, your roles, and, you know, [0:12] **Colin Heilbut - Rime:** the relevance your voice AI has to your work. [0:24] **Colin Heilbut - Rime:** Nick, so you lead, go to market here at [0:30] **Colin Heilbut - Rime:** Aren't aren't you from Assurant, though? [0:41] **Colin Heilbut - Rime:** No. No. You're you've, you're doing the opposite. You're gonna play the [0:44] **Colin Heilbut - Rime:** three roles from Assurance. I'm gonna play the AE from Ryan. [0:46] **Colin Heilbut - Rime:** Name is Colin. I'm the founding AE. [0:58] **Colin Heilbut - Rime:** Nick, director of conversation AI. Got it. [1:01] **Colin Heilbut - Rime:** And okay. So [1:03] **Colin Heilbut - Rime:** sorry, Sarah, go on. [1:07] **Colin Heilbut - Rime:** One? [1:21] **Colin Heilbut - Rime:** So, Sarah, you lead the engineering, and Mike, you're from the contact center. [1:28] **Colin Heilbut - Rime:** Sarah from the contact center. [1:28] **Colin Heilbut - Rime:** Got it. [1:56] **Colin Heilbut - Rime:** Can you please run the exercise [2:05] **Colin Heilbut - Rime:** But, again, you're gonna be the three people from Assurant, and I'm gonna be from Rye. [2:08] **Colin Heilbut - Rime:** So I'm selling to you. You're the [2:10] **Colin Heilbut - Rime:** listening to my demo. [2:48] **Colin Heilbut - Rime:** So Sarah from marketing and oh, sorry. What were the three roles? [2:57] **Colin Heilbut - Rime:** Hi, I'm Sarah from marketing [3:01] **Colin Heilbut - Rime:** Hello. I'm Mike from the contact center. [3:09] **Colin Heilbut - Rime:** Great. So [3:14] **Colin Heilbut - Rime:** now that we've been introduced, here's a brief agenda. You know, I wanted to just [3:14] **Colin Heilbut - Rime:** talk about the [3:19] **Colin Heilbut - Rime:** today in a special tool. You might have seen me using a digital whiteboard that [3:21] **Colin Heilbut - Rime:** very briefly talked about what makes rhyme special. [3:26] **Colin Heilbut - Rime:** At a high level, how we differentiate ourselves from other TPS [3:30] **Colin Heilbut - Rime:** you may have seen before. Mostly, I just wanted to focus today on Voice AI and [3:34] **Colin Heilbut - Rime:** insurance, and I understand you met some concerns about [3:37] **Colin Heilbut - Rime:** voice quality and a lot of things. I'm looking forward to diving into there and understanding any other [3:42] **Colin Heilbut - Rime:** challenges or interests you may have. I did prepare a brief [3:45] **Colin Heilbut - Rime:** very brief live demo of, that I I think should be quite relevant [3:49] **Colin Heilbut - Rime:** to your work and you know throughout the whole conversation I'd just love you just to [3:52] **Colin Heilbut - Rime:** stop me at any point if you have questions or we have time for questions at the end [3:56] **Colin Heilbut - Rime:** then as well potential next steps if that makes sense. [4:05] **Colin Heilbut - Rime:** Oh, I just wanted so this is the digital whiteboard. [4:09] **Colin Heilbut - Rime:** This is this just listens to what we're saying. It doesn't [4:14] **Colin Heilbut - Rime:** do a permanent reporting or anything like that. We [4:14] **Voice 2:** wanna [4:14] **Colin Heilbut - Rime:** captain, you know, pinpoints or [4:18] **Colin Heilbut - Rime:** potential success criteria we might wanna measure, things like that. People just note them here [4:21] **Colin Heilbut - Rime:** for more records, and I just have the world's worst handwriting. This is my [4:26] **Colin Heilbut - Rime:** solution for that if if that's okay. Hopefully, we find it helpful. [4:32] **Colin Heilbut - Rime:** Great. So you're saying the first pinpoint? [4:46] **Colin Heilbut - Rime:** So how is voice quality [4:51] **Colin Heilbut - Rime:** what are the problems that voice quality is causing, and how do they affect those two seconds? [5:01] **Colin Heilbut - Rime:** So drop box [5:01] **Colin Heilbut - Rime:** affects what? [5:04] **Voice 2:** Containment, NCSAT. [5:12] **Colin Heilbut - Rime:** Got it. [5:15] **Colin Heilbut - Rime:** And what are the other problems? [5:27] **Colin Heilbut - Rime:** So pain point is that the current [5:29] **Colin Heilbut - Rime:** the voice quality leads to poor task completion. [5:50] **Colin Heilbut - Rime:** Okay. And [5:54] **Colin Heilbut - Rime:** so the the first one there that with the the CSAT issue, [5:59] **Colin Heilbut - Rime:** how would you what would be the success criteria for solution there? [6:09] **Colin Heilbut - Rime:** So [6:16] **Colin Heilbut - Rime:** CSAT improvement, what's what's a significant CSAT improvement in your books? [6:49] **Colin Heilbut - Rime:** So color sentiment, do you have any sentiment analysis tools at the moment? [7:04] **Colin Heilbut - Rime:** So you do have a sentiment analysis [7:07] **Colin Heilbut - Rime:** tool at the moment, so that would be one way to measure. Now what about the task [7:10] **Colin Heilbut - Rime:** completion? [7:24] **Colin Heilbut - Rime:** Got it. [7:27] **Colin Heilbut - Rime:** Just let me, bear with me a moment here to start getting catch up. It [7:30] **Colin Heilbut - Rime:** just really important that I I track these things. No point in discussing it. [7:31] **Colin Heilbut - Rime:** If we don't track it. [7:56] **Colin Heilbut - Rime:** Great. So [7:59] **Colin Heilbut - Rime:** what are your pinpoints about voice quality or anything else with voice AI you'd like to discuss with [8:15] **Colin Heilbut - Rime:** Sorry. You said [8:19] **Colin Heilbut - Rime:** latency is another problem in pronouncing grand and voice [8:22] **Colin Heilbut - Rime:** What was it? [8:27] **Colin Heilbut - Rime:** Grand and product name pronunciation. [8:36] **Colin Heilbut - Rime:** Yeah. I do that too. So, you'd like it to be able to handle people, [8:41] **Colin Heilbut - Rime:** jumping in very quickly. [9:16] **Colin Heilbut - Rime:** So the [9:19] **Colin Heilbut - Rime:** the the voice quality issue, how did we say we would measure success there? [9:24] **Colin Heilbut - Rime:** Task completion. [9:29] **Colin Heilbut - Rime:** And you said another pain point was [9:31] **Colin Heilbut - Rime:** the grand pronunciation. [9:37] **Colin Heilbut - Rime:** And how would he where [9:42] **Colin Heilbut - Rime:** is that, like, a a five, a 10? What's the severity there? [9:51] **Colin Heilbut - Rime:** And pronunciation? [9:59] **Colin Heilbut - Rime:** What about latency? [10:12] **Colin Heilbut - Rime:** And the containment to CSAT issues. [10:28] **Colin Heilbut - Rime:** Got it. Now, any other pinpoints, we should, be aware of before I I show you, [10:30] **Colin Heilbut - Rime:** how Ryan will typically help with this sort of thing? [10:44] **Colin Heilbut - Rime:** He is at the point. So you've you've had issues in the past with with, he's at [10:46] **Colin Heilbut - Rime:** deployment. So ease of deployment to the endpoint. [10:58] **Colin Heilbut - Rime:** Yeah. I mean, that one, I I can speak to right now. [10:59] **Colin Heilbut - Rime:** You know? [11:09] **Colin Heilbut - Rime:** We were actually compatible out of the box with NICE We have a great relationship with them. And so it's really as simple as a [11:13] **Colin Heilbut - Rime:** toggle. I mean, if you wanted to have us hosted in [11:14] **Colin Heilbut - Rime:** alongside your Uber and [11:19] **Colin Heilbut - Rime:** orchestration stack, that's also not a problem. At least just send you a docker file, [11:22] **Colin Heilbut - Rime:** and that's completely productized too. So it's, you know, you [11:27] **Colin Heilbut - Rime:** set up and and running same day. [11:38] **Colin Heilbut - Rime:** Anything else before we we dive into how we might be able to help with some of these things? [12:01] **Colin Heilbut - Rime:** Let me tell you a little bit about who we are. We were actually started in 2022 by, Lilly and Brooke and Ari. [12:06] **Colin Heilbut - Rime:** The the way that we come about [12:10] **Colin Heilbut - Rime:** the pop is a little bit unique, you other than using the same datasets with podcasts [12:11] **Colin Heilbut - Rime:** and actors. [12:15] **Colin Heilbut - Rime:** We actually started by building a recording studio. Fact, we have multiple now around the world. [12:18] **Colin Heilbut - Rime:** And this enables us to have much higher quality training data [12:23] **Colin Heilbut - Rime:** we produce with real that speak [12:28] **Colin Heilbut - Rime:** actually [12:28] **Voice 2:** now powering. [12:33] **Colin Heilbut - Rime:** Millions of phone calls every month. First, some of the biggest restaurant chains, healthcare groups, [12:40] **Colin Heilbut - Rime:** Another bit of relevant data that you might find interesting, we just did a [12:44] **Colin Heilbut - Rime:** 100,000 call survey through a, an objective third party. We sponsored it. They did it. [12:48] **Colin Heilbut - Rime:** And we, you know, no one actually loves receiving a [12:53] **Colin Heilbut - Rime:** cold call. In this case, it was for a politics survey. But [12:54] **Colin Heilbut - Rime:** and, you know, even humans will have a [12:58] **Colin Heilbut - Rime:** high, hang up rate. However, our hang up rate is significantly lower. [13:02] **Colin Heilbut - Rime:** Than any of the other AI. We also had [13:02] **Voice 2:** the [13:02] **Colin Heilbut - Rime:** fastest time to [13:04] **Colin Heilbut - Rime:** so we were the easiest to talk to. [13:07] **Colin Heilbut - Rime:** But I think that's a fair bit of data there after a 100,000 calls. These [13:11] **Colin Heilbut - Rime:** you see that at my point? [13:16] **Voice 2:** We also [13:19] **Colin Heilbut - Rime:** have some data from some of our our large [13:27] **Colin Heilbut - Rime:** large companies. So we had a 25% increase in call containment from one of the largest telecommunications providers in the [13:32] **Colin Heilbut - Rime:** country and a 20% increase in food sales from a national food brand. [13:35] **Colin Heilbut - Rime:** So we are really seeing results from our approach these days, we're [13:37] **Colin Heilbut - Rime:** we're happy for you to consider us. [13:51] **Voice 2:** Let me actually [13:51] **Colin Heilbut - Rime:** show you rather than [13:54] **Colin Heilbut - Rime:** tell you. I'm gonna start just [13:56] **Colin Heilbut - Rime:** calling a [13:58] **Colin Heilbut - Rime:** a demo, now. [14:03] **Colin Heilbut - Rime:** You can just pause chat, JBP. [14:07] **Voice 2:** I'm here to help whenever you're ready. [14:08] **Voice 2:** Just let me know when you [14:12] **Voice 2:** to do next. [14:17] **Colin Heilbut - Rime:** Hi. Yes. I'm so sorry. I just, [14:23] **Colin Heilbut - Rime:** broke my phone, and I I need to use my extended warranty. Hi. Hi. [14:27] **Voice 2:** I'm sorry to hear about your phone. [14:32] **Voice 2:** To help you with your extended warranty, can I please start by verifying your identity? [14:34] **Voice 2:** May I have your ZIP code? [14:34] **Colin Heilbut - Rime:** 94105. [14:42] **Colin Heilbut - Rime:** 94105. [14:50] **Voice 2:** Thank you. Me check your policy coverage for the device. [14:52] **Voice 2:** One moment, please. [14:57] **Voice 2:** Colin, your policy is active [15:00] **Voice 2:** and covers accidental damage. To start a claim, may I ask who's data here? [15:05] **Voice 2:** IPhone 16 Pro [15:05] **Colin Heilbut - Rime:** happened? Oh, gosh. [15:05] **Colin Heilbut - Rime:** Was July 11? [15:09] **Voice 2:** Thanks, Colin. [15:14] **Voice 2:** Was the damage accidental, like dropping or bumping the phone? [15:18] **Colin Heilbut - Rime:** Yeah. I mean, totally. I I was just getting ready for this really big presentation. I'm [15:23] **Colin Heilbut - Rime:** so excited. I was gonna meet this amazing team, I was trying to present this [15:26] **Colin Heilbut - Rime:** iPhone app. And so when I took my phone off my desk, it just followed my hands under the floor and cracked [15:27] **Colin Heilbut - Rime:** screen. [15:35] **Voice 2:** I understand. Just to inform the damage is back to now. [15:37] **Voice 2:** Does the phone still power on and work? [15:39] **Voice 2:** Despite the screen damage? [15:39] **Colin Heilbut - Rime:** Yes. It does. [15:43] **Voice 2:** Got it. [15:45] **Voice 2:** And do you still have it done with you right now? [15:45] **Colin Heilbut - Rime:** Yes. I do. [15:52] **Voice 2:** To summarize, Colin, your iPhone 50 Pro is [15:53] **Voice 2:** damaged on July 11. [15:57] **Voice 2:** Bill powers on and works, and you have the device with you. Is that correct? Yes. [16:10] **Voice 2:** Your claim number is CLMDemo2049. Deductible for screen repair is $29. I can send a [16:13] **Voice 2:** secure upload link to the phone number we have on file so you can finish your claim. Would you like me to do that? [16:15] **Colin Heilbut - Rime:** Yes. [16:22] **Voice 2:** I need some to secure upload link to your phone number ending in [16:28] **Voice 2:** 0148. Is there anything else I can help you with, or would you like to speak with a device like specialist? [16:29] **Colin Heilbut - Rime:** I can speak to a specialist. Thanks. [16:37] **Voice 2:** Owen Colin, before I transfer you, I just wanted to say good luck with your big presentation. [16:37] **Voice 2:** Today. [16:42] **Voice 2:** Right. I'll transfer you now to a device claim specialist who already has your full summary. [16:44] **Voice 2:** One moment, please. [16:49] **Voice 3:** Hi, Colin. I have your full seller here about the accidental damage [16:49] **Voice 3:** to your icon. [16:50] **Voice 3:** 16 Pro. [16:53] **Voice 3:** How can I assist you with moving your claim forward today? [16:56] **Colin Heilbut - Rime:** Bonjour monsieur, comment allez-vous [17:12] **Colin Heilbut - Rime:** Est-ce que vous pouvez m'aider en français s'il vous [17:12] **Voice 3:** plaît [17:31] **Colin Heilbut - Rime:** C'est tout que j'ai besoin. Merci beaucoup et bon bon après midi. [17:53] **Colin Heilbut - Rime:** Bye. [18:03] **Colin Heilbut - Rime:** So how did that sound to you? [18:06] **Colin Heilbut - Rime:** How was the latency? [19:30] **Colin Heilbut - Rime:** Any other feedback on that? Does that [19:33] **Colin Heilbut - Rime:** seem relevant? Just for a bit of context, this is the voice that I picked [19:34] **Colin Heilbut - Rime:** We went [19:34] **Voice 3:** through for [19:38] **Colin Heilbut - Rime:** more than a thousand voices and put them through pretty rigorous comparison [19:43] **Colin Heilbut - Rime:** process. It's a little bit beyond the scope of my expertise, but [19:47] **Voice 3:** we [19:47] **Colin Heilbut - Rime:** really it down to the ones with with the most [19:47] **Colin Heilbut - Rime:** performance that that [19:49] **Colin Heilbut - Rime:** people really respond the best to and [19:54] **Colin Heilbut - Rime:** then categorize them accordingly. And then we provide a tool to you to [19:57] **Colin Heilbut - Rime:** allow you to then [19:57] **Voice 3:** pick [19:57] **Colin Heilbut - Rime:** the [19:57] **Voice 3:** voice or [19:57] **Colin Heilbut - Rime:** voices that most meet your needs. [20:02] **Voice 3:** Some folks will [20:05] **Colin Heilbut - Rime:** do it based on geography or demographics. Lots of different options there as you can see. [20:11] **Voice 3:** You [20:11] **Colin Heilbut - Rime:** know, just a starting point to demo choice, not a production recommendation, [20:11] **Voice 3:** but [20:15] **Colin Heilbut - Rime:** do you have do you have any [20:15] **Voice 3:** thoughts [20:15] **Colin Heilbut - Rime:** on which voice would feel right for sure? [20:22] **Colin Heilbut - Rime:** Couple more. It's really quick question. [20:26] **Colin Heilbut - Rime:** Here. You know, we have a standard [20:26] **Voice 3:** process. [20:26] **Voice 4:** Generally, [20:26] **Colin Heilbut - Rime:** if if you are looking at a pilot, [20:29] **Colin Heilbut - Rime:** what does that decision making process look like on your end? [20:35] **Colin Heilbut - Rime:** And then are are there other teams that we'd want to involve down the road? [20:41] **Colin Heilbut - Rime:** Deparment and security and looking at, this sort of thing. [20:43] **Colin Heilbut - Rime:** What's a realistic contract here? [20:49] **Voice 4:** Got [20:49] **Colin Heilbut - Rime:** it. And then how would you determine if this this pilot is successful? [20:59] **Colin Heilbut - Rime:** And then who else at least signs off in our [21:01] **Colin Heilbut - Rime:** a project like this? [21:01] **Voice 4:** Got it. [21:02] **Colin Heilbut - Rime:** So [21:07] **Colin Heilbut - Rime:** you know, quick recap is, again, it looks like there's, latency issues. [21:08] **Colin Heilbut - Rime:** That affect voice [21:14] **Colin Heilbut - Rime:** pronunciation and response on [21:17] **Colin Heilbut - Rime:** in a nutshell, this is something that we we deal with along. We have some [21:18] **Colin Heilbut - Rime:** the lowest latency rates [21:23] **Colin Heilbut - Rime:** both Mist and Coda. Mist is a little bit faster. Coda is a little bit better, but but both are [21:28] **Colin Heilbut - Rime:** amongst the fastest in the [21:28] **Voice 3:** industry. [21:28] **Colin Heilbut - Rime:** Voice quality problems [21:32] **Colin Heilbut - Rime:** This is for containment in CSAT, and [21:37] **Colin Heilbut - Rime:** again, I can't sit here and show you an increase in your your CSAT, but I think [21:38] **Colin Heilbut - Rime:** we we can see logically how [21:43] **Colin Heilbut - Rime:** we've had those results with a lot of our other large customers, and we'd more than happy to demonstrate that [21:48] **Colin Heilbut - Rime:** ourselves. And then, you know, ease of deployment, [21:50] **Colin Heilbut - Rime:** again, we can do more technical dekive in another call, but [21:55] **Colin Heilbut - Rime:** is it should just be it could be as simple as as an hour to [21:56] **Colin Heilbut - Rime:** to get [21:59] **Colin Heilbut - Rime:** system working, more of a more complex employment, perhaps one day of work. [22:05] **Colin Heilbut - Rime:** And, you know, hang up rates and call containment is [22:09] **Colin Heilbut - Rime:** are things we we can talk about when we sit down to potentially [22:14] **Colin Heilbut - Rime:** to plan a pilot. But, you know, these are all things we're really happy to prove. [22:17] **Colin Heilbut - Rime:** So [22:22] **Colin Heilbut - Rime:** before we we talk about final next steps, so any other questions, concerns, [22:23] **Colin Heilbut - Rime:** at all that you might have? [22:59] **Colin Heilbut - Rime:** So, Koda actually pronounces all, los t e [23:00] **Colin Heilbut - Rime:** which can be active [23:05] **Colin Heilbut - Rime:** out of the box just given the [23:08] **Colin Heilbut - Rime:** amount of data and experience we have by this point. To remain specific pronunciation, [23:13] **Colin Heilbut - Rime:** can't be [23:15] **Colin Heilbut - Rime:** set up in quite the same random or fashion stays in Ken with Missed. [23:20] **Colin Heilbut - Rime:** But we do have workarounds for that today. And then Koda in the fall will, have [23:23] **Colin Heilbut - Rime:** full a full sort of inline pronunciation tool. [23:28] **Colin Heilbut - Rime:** I I don't know. I I [23:32] **Colin Heilbut - Rime:** we're very much aware and interested in speech to speech. I I don't we've made any [23:35] **Colin Heilbut - Rime:** public announcements yet, but certainly we have our eyes on it and [23:40] **Colin Heilbut - Rime:** you can imagine, given our interest in AI, it it's certainly not outside the [23:43] **Colin Heilbut - Rime:** possibility that there are researchers that have as well. [24:08] **Colin Heilbut - Rime:** Cool. Well, there's no more questions, let's just end on [24:12] **Colin Heilbut - Rime:** a brief explanation of how we generally do highlights. You can see that here.