How to Scale Outbound Voice Agents with Clear Success Metrics (Full Transcript)

[00:00:00] Speaker 1: What are some of the lessons you've learned about deploying a real production voice agent that would be worth sharing with the audience? You know, to give you guys a little bit of metrics behind the industry we service, only 18% of them make outbound calls with human beings today, right? So the opportunity for us is they're doing nothing today, right? So from us introducing outbound voice agents for these banks, credit unions to think about your brand new customer, doing a welcome call so that you get your card set up the right way. You have gone inactive on your account, we're reaching out and making sure you reactivate your account. We're doing collections calls, right? So those are kind of the series of use cases that we end up doing. So for us, what's worked has been one is, again, we're going from zero to one for them because they're not doing it today anyway. So we're teaching them, we're introducing really a new function for them beyond just AI, just the idea of making outbound calls. But the secondary thing that we've really established is, hey, what does success actually mean to you guys when we make these calls? Some of them are informational. We have a great amount of alignment when we do our onboarding with them to say, what does success actually mean to you? So that we can measure it during these calls, we can do post-call actions, we can do grading and auditing to determine whether or not the call actually ended up the way that we did. So that's how we've been able to start to see success where most of our clients start off with one to two use cases originally. And then now they're starting to expand into seven, eight different call types per client. So that's the thing that results in thousands of calls coming out per month, right? So we're building up confidence with them by number one, getting agreement on what success looks like, two, doing something that's brand new for them that they've never done before. And they're seeing real ROI as quickly as possible. That's why we're starting to see the growth that we're seeing in our space.