Today on the Book More Show, I'm joined by my good friend Aalok Y Shukla, Cofounder at Implement AI, as we discover the potential of voice AI.
I've known Aalok for more than a decade. He's always been fast to adopt new technologies, so it was no surprise to see him, along with his cofounder Piers Linney, launch Implement AI, an organization dedicated to helping companies adapt to the new AI world.
They have just launched an amazing interactive voice agent, and our discussion traces its evolution into empathetic systems, exploring tone, accent, and personalized experiences.
We talked about Aalok's mother's encounter with their AI agent, and we shared my interaction and how impressed I was at the AI's seamless conversation skills.
Wrapping up, we examine Agents role in redefining lead capture and management through fast follow-up tailored to each customer and reshaping customer service, sales and personalized outreach.
Early in the show I've inserted my audio with the AI. The recording is from the server side, and it's amazing to hear how conversational the AI is, even with my bad cell phone connection. It's well worth a listen.
SHOW HIGHLIGHTS
- Aalok Y Shukla from Implement AI and discuss the evolution of voice AI into empathetic, human-like systems that enhance customer interactions.
- Aalok describes a voice AI agent's warm and intuitive interaction through a personal anecdote involving his mother, highlighting the system's empathetic nature.
- We touch on the importance of tone and accent in voice AI to create engaging experiences, even when the accent is not localized.
- I share my experience with an AI call system, noting its human-like interaction and its ability to handle complex responses during conversation.
- We examine the potential of AI in the sales funnel, from improving customer touchpoints to aiding in ideation and transforming the sales process.
- The episode explores the use of AI for immediate follow-up in digital marketing, capturing emotional responses, and identifying highly motivated clients.
- We discuss setting parameters for AI to ensure recommendations stay within legal and ethical boundaries, like a pharmacy AI giving over-the-counter advice.
- Aalok talks about AI's role as a strategic partner in analyzing conversations, refining sales approaches, and allowing for reallocation of focus to high-value tasks.
- I highlight how AI can optimize lead flow, manage routine tasks, and offer solutions for post-pandemic business challenges, such as staffing issues.
- We discuss the customization of AI voice agents to match customer demographics, enhancing trust and credibility in customer relationships.
LINKS
Aalok Y Shukla - LinkedIn
ImplementAI
Show notes & video: 90minutebooks.com/podcast/159
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Titles & Outline Workshops: 90MinuteBooks.com/Workshops
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Extra Credit Listening: MoreCheeseLessWhiskers.com
EPISODE CHAPTERS
(0:00:01) - Amplified Expert Podcast and Voice AI
(0:03:07) - AI's Potential in Business Exploration
(0:13:44) - Using AI for Lead Capture and Conversion
(0:17:08) - AI-Assisted Conversational Analysis and Personalized Services
(0:20:32) - Optimizing Lead Flow With AI Support
(0:27:48) - AI Voice Customization and Implementation
(0:34:30) - Amplifying Your Message and Feedback
TRANSCRIPT
(AI transcript provided as supporting material and may contain errors)
Stuart: Anyone welcome to what I think I've just decided I'm going to call the amplified expert podcast. Not, this is important enough for a new show all by itself, so I'm going to put this in the normal 90 minute books feed. So hide all the 90 minute books crowd. But I think this, where we're going, is worthwhile to create a whole new show by itself. So I look at Shukla Great to see you have you as a first guest. We go back a long way. I'm excited to share what we were just talking about with people. So why don't you give everyone a quick introduction in case they haven't crossed pass with you before?
Aalok: Of course, always a pleasure to catch up with you, Stuart. So my name is Aalok and I'm co-founder of Implement AI, and in the UK, my co-founder is Piers Linney. He was on Shark Tank in the UK, so if you're English, you might know who he is and we're helping businesses implement AI. And, stuart, we've been talking about technology for many years and we've done, you know, different things in the past. And, yeah, just our conversations about, like, where technology is going, and voice AI in particular, and the whole reinvention of interfaces and the way we interface with technology and how things make it easier. It's super fascinating. So I thought it's great to catch up with you and go through, because there were so many use cases we were literally talking through just a few days ago.
Stuart: Yeah, and that's it. So I think having access to such a broad customer base on the book side of the business gives us a thousand different use cases where all of these ideas, this opportunity to amplify your voice and implement these AI tools is such a good jumping off point for conversations, because it takes you out of your immediate thought zone on your own business into all of these different clients who have written books and their individual cases. So let's we're as we do.
This is the yeah, this is the dive in and the raw, the raw example of the idea that we're sharing with people. So I think for the podcast we'll insert some video and some clips afterwards, but maybe the first one that I'll insert is your LinkedIn post from a couple of days ago that had your mom talking to the voice system. So maybe give a bit of a background on the voice system generally. And then, yeah, absolutely.
Aalok: : Yeah, absolutely. So basically, we work with voice AI and we create voice AI agents which can be at the end of a phone line or on a computer screen, like on a website, and you can literally just talk to it. And I gave it to my mom to basically see how, how she would feel about interacting with it, the technology, and it was literally acting as a sales assistant and she found it very empathetic and it, you know, responding in a nice way, and she found it quite intuitive and easy to use as well and she said it was much friendlier than a lot of the bank ones and things which tend to only ask you information and don't give you anything back. So that the difference in the interface now is the generative AI. You can actually be more personal and convey some warmth.
I've got some little of the distinctions where I feel that tone is more important than accent. She was using one which still had an Australian accent, but it was still, you know, very warm. Now we've got an English accent one. But I would ask you, sture, you did a call with our AI, isn't it Right? Like, why don't you tell everyone like how you found it, because you also tried to trip it up a few places as well, isn't it?
Stuart: Only in a nice way I was trying to feel to where the boundaries were not necessarily push it over. So you tell me the link a week or so ago and then, just before we spoke the other day, I dialed into the system. Can you get access to that audio recording as well, or do you just get the transcript.
Aalok: : I'll give it to you.
Stuart: Yeah, shoot me that audio and then I'll insert it here and then, if I get the time right, people can now just listen to it and then I'll talk about it and they can join a couple of seconds later. So understand what we were talking about.
AI EXCERPT
Jess: Hi, this is Jess from Implement AI. I'm an AI specialist here to help you discover the best opportunities to implement artificial intelligence in your business. Can you tell me your name?
Stuart: Stuart.
Jess: Great, it's nice to meet you, Stuart. Stuart, please can you confirm your company name?
Stuart: It's Nightmare Books.
Jess: Sounds great. Could you tell me a little about what your company does?
Stuart: The company name is 90-Minute Books.
Jess: That's interesting. 90-minute Books. I assume you specialize in creating books quickly, Is that correct? Yeah, that's correct. That's impressive. Creating books in such a short amount of time can be a game changer for authors and businesses. Are you looking to use artificial intelligence to grow sales or reduce costs?
Stuart: Yeah, potentially just have more access to the more touch points for the customers so people can phone and get through to a voice rather than just an email.
Jess: That's a great idea, Stuart. Using AI to enhance customer touch points can significantly improve customer experience and engagement. May I ask what your role is in the company?
Stuart: Yeah, in the company.
Jess: Thank you, stuart. As the head of the company, you're in a prime position to steer its growth. Could you tell me a bit about the challenges your company is currently facing? Thank you for sharing that, stuart. It sounds like one of the main challenges your company is facing is the need for more touch points with customers to build confidence and encourage them to move forward. With writing a book, speeding up the process from idea to execution is crucial. Where, specifically, do you see the opportunity for artificial intelligence's potential applications in your business?
Stuart: From our perspective, it's definitely the case that we can use it in our sales funnel. So calls like this, but then also helping people with their ideation and refining their thoughts into a more compelling funnel. So there's two sides for us and for their clients.
Jess: Interesting insights, Stuart. Using AI in your sales funnel and to help with ideation can certainly streamline processes and make them more efficient. Have you or your team undergone any training in AI or related technologies?
Stuart: Yes.
Jess: That's helpful to know, stuart. Having some training in AI or related technologies can definitely give you a head start in implementing AI solutions effectively. One last question Is your goal to stay informed and ahead in your industry, or are you looking to be a leader and leverage AI for a competitive edge? That's great to hear, stuart. Being a leader and leveraging AI for a competitive edge can truly transform your business. When were you looking to implement AI in your business?
Stuart: Since it makes sense.
Jess: Thank you for these valuable insights, stuart, based on what you've shared. Implement AI can assist you in streamlining your sales funnel, enhancing ideation processes and, ultimately, helping you become a leader in your industry by leveraging AI for a competitive edge. Would you like to schedule a consultation with our experts to explore this further?
Stuart: That's okay. I've got a call with Alex this afternoon Scheduled already.
Jess: Perfect, Stuart. It sounds like you're already on the right track. We're looking forward to speaking with you and Alex this afternoon. We'll be in touch and remember you can hang up at any time. Have a great day ahead.
Stuart: Thank you.
Jess: You're welcome, Stuart. If you have any questions before the call, feel free to reach out. Goodbye for now.
END EXCERPT
Stuart: So, knowing that it was an AI, I went into the conversation trying to be as testing it in a real scenario, so as if I'd in, as if I didn't know. And I think the two things that jumped out at the end of the process were one how good the voice is. I mean, I think now we're past the point where you can really detect the difference between a live human voice and an AI voice. I was on separately on the call yesterday. There's a quick AI also as part of over the last couple of days and one of their examples. They just started talking about generative visual models and they said okay, here's a quick quiz. Click on these 10 images, tell me which one's generated and which one's real. And I mean, you really couldn't tell the difference. In fact, that got funny because, as we were talking in the group, we were saying, well, the AI on that image looks a little bit off. But then we suddenly realized that well, that means it's probably real because the generated one is probably a little bit perfect. And now it feels like we're just picking on someone's picture. So, anyway, from the voice perspective it's the same. You really can't tell the difference.
And the thing that stood out to me as the use case was its ability to interpret the answers and not just go down a very scripted yes or no answer. So I gave it some very short answers and it elaborated on what I'd said in a meaningful way. I gave it a couple of very long answers, or answering one question with two different perspectives, and it was able to respond and give a response just as you would expect a human to do, by understanding that there were two different things and talking about them in that context. So when I think about it and the use case for people listening now, they might have thought about voice prompt systems, as I can say a bank, press one, press two, press three, which is very. Do you want this?
Aalok: : Yeah, exactly Like a complete robotic.
Stuart: Yeah, exactly, robotic, scripted, very narrow. For most of us as business owners in the audience that we're talking to now, it's not really that relevant because we're just not trying to push that much volume through those small pipes. But this was really an eye opener to say okay, whether you're a dentist and trying to schedule appointments, or whether you're a beautician salon and you've got some open appointments and you want to make outage back you know you want to call back leads for your, like your, heating.
Aalok: : You know, you know, pretend to know what the stress the VAC stands for like relation and air conditioning.
Stuart: Well, the UK air condition does exist, but that's why you don't know what that is.
Aalok: : But yeah, or even at real estate ages, like we talked about, or even you know people who maybe are inactive customers. They want to be reactivated. I think the different, the differentiation of distinction between those kind of automated systems which is like press one after the tone to this is this actually is the AI playing the role of what you want it to play? So we literally set it up to be almost a sales assistant for implement AI in that example that you interact with there is asking you questions about where your pain points are, what you're looking for, and also you know whether you're looking to be a leader or just you know, stay ahead of the curve and all those answers where you're having a conversation back, you get way more data and way more analytics than if you ask someone to fill out a form which might be are you looking to do this or that.
You lose all the bandwidth in the nuance of all of the intent and with this I think it's amazing for capturing all the intent, and I'm not even going to get into the fact that you can run it through analytics afterwards for advanced sentiment. You know tone across 48 emotional, emotional dimensions to analyze that even more. There's all sorts of stuff you can do, but the bottom line is people actually, when they're talking back and forth, and would you like an appointment to you know, would you like to do this? I see it as a nice step between the purely digital online world or the print world and, like the real person, online consultation or in person consultation or whatever. It's a hybrid step that you can access digitally 24, seven, any place, any time, but it will reply to you with the personality of the business and you capture a lot of intent. So I just felt that's another nice step in that whole process, isn't it basically?
Stuart: And it really makes it more, more real and more human, in the sense that you've got much more of a two way conversation and although I think still it maybe makes sense that people identify that it is AI versus a human Although I mean that's borderline, you can really get away with not doing that but I think from the overall, where this fits in your fun, it maybe makes sense to suggest that this is an agent doing a particular role and not an open ended conversation. I don't think. But to be able to extract that, I mean even going into this. So there was, maybe I was on the phone for maybe three minutes. Again, people will have listened to it by this point in the conversation, but by the end of it I don't know that I'd say that I'd completely forgotten that I was talking to an agent. But it certainly wasn't fun and centre in my mind, because maybe the tone and pace of the conversation was very normal. I mean, maybe if you were really dialed in and being picky, the response where it's waiting to know if I've stopped talking, it's kind of holding off a little bit. But I mean this is really going into it, knowing that it is and looking for where the edges are, rather than just answering a phone call and seeming to be speaking to someone. So what might be useful is give.
I can think of two examples that really immediately sprung to mind for the audience listening here of how it could fit into that funnel. So the first one talking about book clients. So for anyone who's written a book, I'm going to use Paul Ross as an example. So he's a podiatrist up in the north, the northeast. We've done a couple podcasts with him in the past, so I'll link back to his previous show as well is just in the show notes If people want to get up to speed with what he does. So his latest book he's written several with us, but his latest one is my Damn Toe Hurts and it's about non surgical interventions to toe pain, not quite arthritis, but that kind of. Again, I'm immediately forgetting the exact specifics of what it is.
Aalok: : I get it though.
Stuart: One is going to see that ad in their Facebook feed, running a Facebook ad against it. Think to themselves oh, I'm suffering from this problem. That'll be interesting. Opt in through one or two clicks to get a copy of the digital version of the book. An email would be sent out with it. Within Facebook, you've got the opportunity to capture a phone number as well. So let's say that's the setup. Someone receives the copy of the book and then the next day receives a phone call from their agent to say correct, all, straight away, even actually. I mean, I'm saying the next day, but you could be straight away. I'm always kind of on the edge of how creepy do you want to be about? So I've just been watching you and saw you click this button, so I'm calling you. So anyway, 10 minutes.
So 10 minutes later they get a call saying hey, it's okay, I work with. Paul, just emailed you a copy of the book. I just want to make sure you got that. But also, if you've got a minute, ask you a couple of quick questions. How long have you had the pain for? Is it just isolated to that area? Have you tried any treatment before? Oh, that's great.
Aalok: : What's it stopping you? Is it stopping you from doing anything like something like this? How is it affecting your life? All those high band with emotional motivation questions? The only place you normally capture that stuff is in a live consultation. Normally people will not emote that they're stopping me going dancing or my daughter's wedding or this. They will never put those things into a form. But this if you architect the conversation properly and there's a whole art to that and along with the AI persona, you can extract that and then you can then know who's highly motivated. Basically, right.
And ultimately, they could even potentially sign up for the service before they receive the book, isn't it Right? So they can send it to their ships, or digital, or whatever.
Stuart: Yeah, exactly by the time they've got to their email or by the time they've made time to, particularly when they're in the moment of being peak interest because they've just expressed a desire to see your family.
Yeah, exactly, the AI agent asking those questions you were talking there about eliciting the answer that says oh well, the problem is that it's stopping me from moving around and my daughter's weddings in six months time and I'm concerned that I won't be able to move there. The immediate response is that compassionate, immediate response by the agent was able to pull out those elements of the conversation and kind of replay it back to someone, so it really does reinforce the points, and then the call to action at the end of that conversation, having collected that information, could be hey, that's great, it sounds like we can really do something to help you. The next step is to come in for an appointment. So are you available on whatever the time is, or the next step will be to call. Thank you, yeah, exactly.
Aalok: : Or it could even WhatsApp you the booking link, for example, right, and you can just, you know, choose that yourself or whatever like that. So the technology is like moving on quite a lot, basically right, you know, and it just unlocks so much potential.
Stuart: And the speed and convenience and even the friendly way of doing it, because it is non-threatening, it is very conversational. To a certain degree it is kind of rapport building with the brand, because it does feel like it's.
Aalok: : I'm getting upset. I can't go off-peast.
Stuart: Yeah, it's not going to have a bad day. So it sounds like oh, I've got a phone with another customer up and be frustrated with it. It really is. The perfect implementation of this is what you would do as an individual if you had all the bandwidth in the world. It's just now that there's a capability to make sure that it happens in a timely way.
Aalok: : Even, for example, like I'm just making up now, but let's say you have some kind of planning service, like even like a wedding planning service or even like a kind of design service or anything like this, and normally your expert time to have that conversation, have that meeting, is highly bespoke and expensive. But then in between you've got some materials, but you still need to kind of understand what's their vision, what they're trying to do and all that stuff. You can almost have this as an AI guide. You know, talk to my AI guide and they will give you some tips and give you some advice. But at the same time also it's like just screening in a concerted way so that they can understand OK, you know what level of recommendations can you go to and what will you go beyond.
So, for example, we did, we built one for a pharmacy and we built it so that it doesn't cross the line into medical recommendations. It will only stay on the side of over the counter stuff, basically. So it will save anything which is crossing that line. You need to talk to a medical professional so you can set the parameters to what you want and how helpful you want it to be. Basically, isn't it Right? Yeah?
Stuart: both active on LinkedIn, and there are LinkedIn services out there, the sales BD type services that charge a lot of money to do the analysis of clients or potential targets, and those services go out there and collect all of this information so that when you make a sales call, you're making it more informed. But the thing that we've just described turning up to a call as you as the individual, with the information from the agent and the analysis around the conversation and the conversational information that comes out from the person answering I mean that's very valuable. By the time you as an individual actually then speak to the person, you know everything.
Aalok: : Because what I find so interesting about this is when I listen to calls with the AI and the person, I can actually get a lot of understanding about what that kind of person, that person is from how they interact with it and at the same time also I can see the full transcript, I can see exactly what the answer they did and I can also see, like my summary, which has the key points of whatever there is within it.
So you have the ability to almost like step the ability to step into their eyes if you want to say that you know, or there is, and have the full analytics of whatever there was, because it's basically a perfect note taker, it's 70% cheaper than an employee that you can read, direct your employees to do more high value tasks and things like this, and you know it's consistently working, doesn't go off script, and then you can also then use data to understand.
Ok, I had these four questions. I'm not getting the kind of answers I wanted back on this. Let me change that question to this question and then let me see how does that come back with my answers or whatever like this. Or we were talking about consistent commitment and consistency and I was saying that if you get someone to say, yes, I do want to be a market leader or yes, I do want to be, that we know we were both saying that there is something physiologically different in the communication of the person saying that versus just taking a box or writing something in a checklist on a box, basically.
So I think, if you make it easy for people to basically just interact with your business by phone and they could just literally just talk their ideas whenever they wanted to even for your book, to be honest, right, you know, like even just to get some of the ideas and stuff like that out then it could almost help them organize their thoughts in a way, isn't it? It could always be a partner where they could just talk when they've got time to do the things and then go from there, basically, isn't it?
Stuart: Actually, you've just blown my mind. This is why I love doing these calls, because it's such an opportunity to kind of spark a thought. We were talking yesterday about the idea of having an agent in our funnel as part of the lead flow. So, from identifying that they're interested in the subject to almost going through the school card methodology or we've got the five book title types methodology and those, both things lend themselves to an agent prompting people through, but actually from existing clients. From the onboarding perspective, the first step in our process is what we call the. I'm forgetting what we call our own forms. Now. Anyway, the first form that we send people on how you've signed up as a client. You're going to talk with Susan or Christie in the first instance, but they send a questionnaire just to get the high level ideas of what your book's about so that they join that call. Yeah, exactly, set that up as an agent to run through and have it as a pre onboarding call.
Aalok: : It could be a resource, and you could have a resource which is would you like to hear an example?
Stuart: So you could be like a so each bit.
Aalok: : if you don't want to hear an example, they can just say what they want, but would you like to hear an example as well? They could add those into the mix as well, isn't it?
Stuart: Yeah, things like scheduling appointments for. Going back to that HVAC example, I mean, we know someone actually connect you afterwards because it's maybe worth having a conversation with them. So they're in a big, healthy home in Tampa, they're a big HVAC and water remediation and they do a lot of that home install type service. They spend a lot of time outreaching to clients just to reconfirm appointments, get the understanding of what the issue was. This would be a perfect example for those guys. And then the call centre people that they've got, like you say, can work on just more high value stuff where there's a lot more discrepancy.
Aalok: : But the other thing is that the agents, like humans, have a one to one capacity that I can call. I can have one conversation at once, right? Right, ai can have multiple conversations in parallel. So 20 people wanted to call it 11 30 AM. 20 people can have that perfect call 11 30 AM, basically, right.
Stuart: So it's to try and synchronize both parties.
Aalok: : You basically AI gives you capacity and it also gives you productivity. So productivity is getting more stuff done. Capacity is getting more volume done, basically right. So it enables you to scale your outreach or your collections or whatever you're going to call it basically in that way, and I just think it's just and it's 70% cheaper than a human right. Right, yes, and it's not exactly.
Yeah, exactly, and it's just like where could you add it in? Which would then add the touch point customer success, customer support, online, asking for reviews, happy customers, different things. There's so many ways that you could leverage it in a nice touch point, isn't there, ian?
Stuart: Yeah Well, we're in a world now that the people I've spoken to and I'm sure the UK is still the same as the US has been over the last year or so post-pandemic the biggest complaint I hear from people is the ability to find staff, or find reliable staff. It's not so much that they're not willing to pay, it's not that they don't have the work for them, it's just that it's very Just short to show yeah.
Aalok: : And some tasks and some businesses have fractional roles where they don't have enough full-time work maybe, but they'd still like somebody good, isn't it Right? And then the question there is I've got three, four hours worth of work a day for somebody, but I can't get someone that would do that, and I want it maybe at the peak time, I don't know 4 PM till 8 PM, to call people, because that's when they would be reached. But how do I reach? So there's all sorts of issues and peculiarities and different things, and even for e-commerce you've got people that checked out but didn't fully check out. You could call them and say was there a reason you didn't finish the order? Can I help you complete the order? Was there something different you were looking for, or whatever like that. I mean, if you've got anything selling of value and you've got lifetime customer value, which is you want to keep them, I think all these things just help increase trust because also, if they're hearing a very articulate voice and explain things, it also increases trust and they actually have support.
Stuart: Yeah, the ability to get someone at the end of the phone, even if, for certain use cases, it's not a real person, it's a pseudo real person.
Aalok: : But you can say that I will pass the message to my team member or my supervisor and they'll be in touch, and then you know that that was sent. Basically right, so it's logged.
Stuart: Yeah, the reliability that the message does get passed on to the right person and that feeling of confidence that it gets somewhere. And if that human is then freed up from some of the more mundane duties so that they have got the ability to call those people back, I mean you know how frustrating it is your phone and leave a message for a company and they just never get back to you. If you can free up that capacity, I mean that makes such a world of difference.
Aalok: : This is better than voicemail. So this is better than a voicemail number one and number two. It's also better than a web form number two and number three. It's almost like a replacement, for it's an interactive, free, recorded message in a way, if you understand that. So it's a much more, but in a much more artful, skillful way, which can actually use some psychology and interact with it, with your customer, the way you want it to.
Stuart: Yeah, get that for an engagement going on sooner in the process. The other example I thought about so this I mentioned Paul and how he could use it in the funnel going from the book to the agent to the appointment or person. But the other example that immediately spun to mind was the realtor's that we work with. One of the big complaints I hear is the zillification of the real estate world and in that scenario people are on Zillow, they're clicking the button to say they want to reach out to someone, but Zillow will send it to multiple agents and it's kind of whoever gets there first. So the agents really feel like they're now on call 24 seven, because that lead goes cold very quickly. Imagine being able to have their agent call on your behalf and hey, it's Eric on behalf of Aalok, so that you're interested in one, two, three main street. Are you able to see it this week, or is it only townhomes you're interested in, or are you working with another agent at the moment?
Aalok: : Yeah, Do you have your mortgage approved already? Is there anything special consideration? Because this property is very popular and whatever it is basically, isn't it yeah?
Stuart: And then wrapping up by saying I'll get Aalok to give you a call back, or pointing people to online resources, or offering to send them a copy of the book.
Aalok: : Or yeah, Well, here's the diary link. You can schedule the thing in right now, basically to visit the place, so you skip a step. Potentially, isn't it Depending on whether the thing is Because it could pre-qualify them in that kind of way? So, hey, can you just? Can you just, can you WhatsApp me or just email me or this, that stuff like that, and then we've got your list as a confirmed buyer on our database or whatever. It is like that, isn't it? Yeah?
Stuart: And that expectation or building the relationship with that person immediately. If another agent then phones them, it's far less likely that they're going to go off. They're going to say I'm working with someone already, so to create that gap between someone raising their hand and establishing that relationship with you, this is the perfect example. I mean, we were talking about having the agents in a different voice, which I guess kind of makes sense, but another use case would be to record it in your own voice. I don't know how practical that is within the system, but yeah, have it in your own voice.
Aalok: : You can have it in any voice Like the voice that we're using right now is actually one of our team members. I like her voice, basically right, so we you know we're using a voice.
Stuart: She was very happy to have that.
Aalok: : And so, but also even accents, right, it's been shown that, like Scottish accents or Irish accents, that proceed is more friendly, and so you can go to a whole other level if you know what your customer avatar is, or this, that, and you're like okay, I want to have a friendly, you know Canadian or you know Midwestern or whatever you want. Basically, you know you can have all that basically.
That level of specificity I mean talk about Dianne and Gheon having a female voice with a Northeast accent Going to the group of people who you know come from that area and Texas accent It'll come more over time, but like level one, you could at least as a mass customization, say, okay, I want to have a Florida accent or whatever like that for my voice, for my business, or whatever like that, and then, and I want it to speak in a rhythm which is going to whatever different cadences and stuff like that. So, so that can be personalized and customized, and so it is almost, you know, in the way you want it.
Stuart: Someone there? Yeah, what about the process? Someone listening to this thinking, oh, this is a great opportunity. I can see where this might sit in the funnel or worth a conversation. Someone a business owner's commitment or how much effort they need to put into. Obviously, it's not just a flicker button in it and it's turned on.
Aalok: : But basically what we provide this service right. So we will work with the business to like, set it up, customize it, all that kind of stuff. So our job is to make sure you've got an AI employee which will answer the phone 24 seven or reach out 24 seven or do what you want, and we would set it up in the role that you wanted for that particular workflow. And our recommendation is start with one in one workflow and then you can have it in that voice and then you know you can use other, you can do other ones in different roles with the same voice or a different voice or whatever you want. Basically, right. So it's however you want to Literally think about it almost like a, that's a you know an agent in that sitting in that chair and they will just do the job. They will just do the job and that task thing and stuff like this. And it's okay, you're the booker, you make, you can you deal with inbound or you call people and you make appointments Great you know somebody else who's been okay.
I'm the confirmer, for example, or I'm the upsellor, or you're coming in tomorrow and I saw that you're booked for this, but did you also want this or did you know? That's a different thing, isn't it right? You know like, so that can be a different. You know, bit like this, so it's just optimizing the workflow. Or you know, you were a customer of ours last year but you've not been back.
I'd like to offer you know, first of all, was there something that we did wrong? You know, get that feedback. And then number two okay, if there wasn't, that's great. Is there something that we can do to get you back? Basically that we've got this new special or whatever like that. But they'll say the same thing every time. They will never be like well, but she Pesh, or this, that like. They will capture the system. And if someone says that and someone says the most, you know I don't know vitriolic feedback. You know, like back. They'll just be polite, say I'm sorry for your experience. You know that it takes the. It almost acts as a frustration buffer. It's like a crumple zone. So it's like. You know you crash into the AIs. So by the time you actually talk to humans, your frustration is gone.
Stuart: And when you think about that as an employee retention point of view, I mean dealing with frustrated clients must be a negative to certain roles, Particularly if it happens a lot. So to be able to take fun pools on that out, I mean that's going to help make the client feel like they're being one of my friends who worked in a GP practice, a doctor practice.
Aalok: : He's got 800 phone calls coming in a day, 800 calls a day and the majority of people cannot get an appointment because it's just not capacity.
And he said they have massive issues with staff members talking to patients rudely.
And also you can say that if staff just burned out, they don't have time, they do different things or they just got new on the job and then you got to go to listen to the calls and understand who talked rudely and there's a whole minefield in that. Versus if you had like first level AI filtering for everything, almost basically, then it'll be like okay, we've got all your details and we will be in touch, you know, within the next 15 minutes or whatever like this. Then you could have some kind of algorithm which is filtering like does the sea merging or not, whatever this and what's that? However, you want to filter a tree are, you can, as long as people know that they're in the loop, they communicated fully and and you can even email them a summary of the call if you wanted to, saying thanks for logging this. And here's a copy of your call. So you've got everything recorded for you, whatever like this and it's been logged, so I think that just adds trust and credibility to you know that level of communication with the business.
Stuart: Basically, yeah, yeah, that's a great point and we talked a lot about the kind of the setup and that first stage, but what you then do with the data and the next stage in the process. I mean there's so many options further down that track. We should perhaps do another, do another podcast to let me down the track and talk about the use cases and how people are really streamlining those processes to make those steps, the processes, to make the whole thing as effective as possible. And so what? I always go too quick in every podcast that I do. It's crazy.
What's the way? Can people find out more? So I really want to give people the opportunity and I think as well really suggest that people just take a second and think about where this can sit in the process, because so often we hear that I have created the book and I've got this setup, but now I don't have time to deal with the rest of it. So from a book perspective or from a day to day business perspective, this is really worth just a second to think about how this could sit in. So where's a good place for people to find more?
Aalok: : Yes, so they can get in touch on LinkedIn, so hopefully you can have my LinkedIn details below there but then also via our website, which is implement AI, so www.implementai.io, and you can get in touch with us there. We work with businesses and we know, both for training their team, but also on transformation programs, and this forms part of what we call our AI Activate Program, where we actually help businesses get kickstarted to become AI transformed and we literally help them implement a particular workflow and we're finding voices very popular at the moment.
Stuart: basically, yeah, such a great opportunity to amplify your message in something that's consistent and really speeds up that process of moving the whole conversation forward. I look always a pleasure if I make sure that your LinkedIn details and the implement AI ones in the show notes so people can just click through and then I'll put a link to the site as well. And really, as people are listening to this, just take a second to think about how it could fit in and then let me know as well. I'm always interested to see how people are using this to amplify their message. So, yeah, let me know how it goes as well.
Aalok: : Thank you very much.
Stuart: No problem, thank you. We will speak again soon. Cheers.