00:00It's one of our highest converting channels
00:02by an order of like magnitude.
00:12We have like 13,000 leads that come inbound every single month
00:17and of those we're really only like able to have a hyper personalized touch
00:21with about a thousand of them.
00:23A lot of people this is a very big purchase for them
00:26and we want to make it as comfortable as possible
00:28and by just sending them an automated email,
00:31we weren't actually accomplishing that.
00:34Taylor's able to take all of your internal knowledge,
00:37your policies, your writings, all of your docs,
00:40your public knowledge, your case studies, your website
00:43and turn that into like knowledge that an agent can read and then act on.
00:48When a lead submits a form,
00:50Taylor is basically taking all that information that they've given us
00:53and is able to figure out what's the best product for that customer
00:57and write an email and offer to assist them in any of their product support
01:02or like purchasing journey.
01:03When we were deciding how to make Taylor,
01:06we were talking to mostly the sales team
01:08and trying to understand here's like the ideal customer journey.
01:12We found that the best way to improve our agent's behavior and systemically improve his performance
01:19was to take a small subset of examples and with a subject matter expert,
01:25write very detailed criteria on what makes a good email or what makes a good interaction.
01:31Basically tell the model if this was like a 10 out of 10 email,
01:35like how would you get there?
01:36Then you're able to basically like keep running it, keep fixing it.
01:39You're able to see like where your gaps are and consistently perform.
01:44So we're able to build like a very complex eval system,
01:48like just me and one other engineer to do multi-turn evals.
01:53We're measuring like, you know, how often our customers responding,
01:57how often are they purchasing and once you start doing those repeatedly,
02:01you're able to ultimately increase your performance.
02:04If we just give someone like a pretty personalized experience
02:07and answer some of their important questions,
02:10they're willing to buy really quickly.
02:12Since we've launched this a couple of months ago,
02:14it's unlocked multi-millions of dollars in incremental revenue.
02:19Now we're able to basically interact very personally with the whole world.
02:24Nice.
