Why an Outbound-First AI Bet Leads to Inbound (Full Transcript)

[00:00:00] Speaker 1: You mentioned that right now you're working on the outbound calls, right? What is the inbound future looks like? Or if you can map it out, if it's already, you know, if there's already a map?

[00:00:13] Speaker 2: In our space, at least, there's about 35% saturation in the banking and credit union space for traditional IVR, AI-based solutions that are focused in on inbound. We took that purpose-built approach of saying we're going to go do outbound because nobody's doing outbound, so we're kind of laying that groundwork. The beauty is this for us, is we're showing ROI quickly. So there's a belief system that is being built by us. Now we're getting asked by our clients into why aren't you going inbound? So that's kind of a beautiful thing. There, the door is open, right? Now they're asking us to say, hey, why aren't you doing this for us? I do think like one of the fundamental approaches that we have taken, though, is to say a lot of the reasons why traditional IVRs beyond the technology piece have kind of failed There's been no solid knowledge base, knowledge center, knowledge management. Obviously with GenAI now, it gets much, much better. And it's funny because Julien and I were just talking about this on the train ride up here, was the idea that one of the issues, though, is you can use GenAI for knowledge management for your inbound agent to reference back to. But if the document is out of date, if the information is not relevant, or if it doesn't tie back to the answer that the consumer wants, how do you know that and how do you fix it? So the reason why we haven't full-fledged jumped into inbound, this is a long way to full-fledged inbound, is we've now introduced a knowledge base for their internal teams to use in their contact centers so that we can see how solid their documentation is before we introduce inbound. Then we train it off of that.