Why enterprise voice agents need scripts and redundancy (Full Transcript)

[00:00:00] Speaker 1: My name is Craig Bedoin, I'm the co-founder of Trellis. We're a YC Winner 22 company. We're really kind of a voice company, so we've done an outbound parallel dialer for many years, and we started recently introducing voice agents as well, primarily inbound, as well as kind of web-based experiences for folks who wanted to practice or do other non-telephony applications. We work pretty hard on, like, really on redundancy. For us, I think, again, in higher volume applications, we see a lot more scripting. So I think when folks are kind of naively enthusiastic, they're like, oh yeah, anything it says is awesome, just give me that. But those people are generally not very serious. The people that you want to do business of have, like, really strong opinions on every single word you say, and because that matters to their business, and they've been doing this for a decade with 50 people. And so when you look at that, I think we try and drive out the margin for creativity, sort of, and so we, as much as possible, would prefer to kind of script things out for them and play exactly the words they said. So if you do that, if you basically have a way, and I can tell you about our solution, but if you essentially have a way of realizing what you need to say, then you can kind of get redundancy prior to that. And then you're just left with the speech generation part. And that, I think, primarily, again, if you knew what you were saying ahead of time, you can make that offline, and then you don't have to be there at the last minute scrambling to be like, why did I, why is my, you know, Texas Beach vendor waiting right now? Obviously, if you're doing things live, you're kind of out of luck, but at least you got some of the time, hopefully, that you could hit a cash.