Boris Valkov

And then this is where I realized that AI reached an inflection point where it's going to be the biggest shift in technology that we've ever seen. And if you think about the revolutions we had the

And then this is where I realized that AI reached an inflection point where it's going to be the biggest shift in technology that we've ever seen. And if you think about the revolutions we had the

industrial revolution in 1760s we had the digital revolution in 1950 and then we have the ai actual revolution starting a few years ago so i just wanted to i left facebook my co-founder stan was also kind of looking and we started together uh this company and we just wanted to bring the best technologies from the top five companies that usually have access to the rest of the world we got super excited about the home services space and that's kind of how we started lace

industrial revolution in 1760s we had the digital revolution in 1950 and then we have the ai actual revolution starting a few years ago so i just wanted to i left facebook my co-founder stan was also kind of looking and we started together uh this company and we just wanted to bring the best technologies from the top five companies that usually have access to the rest of the world we got super excited about the home services space and that's kind of how we started lace

The idea was pretty much help the call center in the home services space to be much more efficient. And there's something very special about the call center in the home services space. And that's why we chose this vertical.

The idea was pretty much help the call center in the home services space to be much more efficient. And there's something very special about the call center in the home services space. And that's why we chose this vertical.

Absolutely. So average ticket size in those two micro verticals are very different. And then the other thing is that the home services, home improvement call center, there's something special about it, which is it's very different from the bank call center, from the kind of the hospital, the airlines, the other ones. This call center, 90% of the revenue

Absolutely. So average ticket size in those two micro verticals are very different. And then the other thing is that the home services, home improvement call center, there's something special about it, which is it's very different from the bank call center, from the kind of the hospital, the airlines, the other ones. This call center, 90% of the revenue

comes from the call center in this business. Where in the banks and the other ones, it's mostly support. So it's not how you're calling to kind of fix your banking account or kind of change your airline tickets. It's a cost cutting exercise. And here the volume is massive and the average ticket size is massive. So it's an amazing opportunity. And then at the same time, it was a black box.

comes from the call center in this business. Where in the banks and the other ones, it's mostly support. So it's not how you're calling to kind of fix your banking account or kind of change your airline tickets. It's a cost cutting exercise. And here the volume is massive and the average ticket size is massive. So it's an amazing opportunity. And then at the same time, it was a black box.

When we talked to one of the first customers, they came to us and they mentioned, hey guys, we have 20,000 calls per month. 90% of our revenue comes from those phone calls. We want to improve the booking rate, and we don't know how because there's no action that you can take. So the head of call center will be listening to five to 10 calls per day, and that's less than 1% of the calls.

When we talked to one of the first customers, they came to us and they mentioned, hey guys, we have 20,000 calls per month. 90% of our revenue comes from those phone calls. We want to improve the booking rate, and we don't know how because there's no action that you can take. So the head of call center will be listening to five to 10 calls per day, and that's less than 1% of the calls.

So you're making decisions for 90% of your revenue based on 1% of data. So this was extremely inefficient for them.

So you're making decisions for 90% of your revenue based on 1% of data. So this was extremely inefficient for them.

So what they started to do is before technologies, they were about to hire QA people, three QA people that will be listening to phone calls and flagging calls all day long, $6,000 each, $200,000 to be able to have those three folks just increase the analysis of the phone calls from one to 10%. So it's a very expensive, very efficient way to look at this.

So what they started to do is before technologies, they were about to hire QA people, three QA people that will be listening to phone calls and flagging calls all day long, $6,000 each, $200,000 to be able to have those three folks just increase the analysis of the phone calls from one to 10%. So it's a very expensive, very efficient way to look at this.

And that's why we thought that technology, we could completely enable the call center and make it extremely, extremely efficient.

And that's why we thought that technology, we could completely enable the call center and make it extremely, extremely efficient.

Yeah, yeah. So the way to think about the future is where are we today? Where is the majority of the revenue coming from today? And then also the AI agents and the AI bots that are in the future. So the use cases are very different. So one is overflow and weekends, and the other one is your main revenue today.

Yeah, yeah. So the way to think about the future is where are we today? Where is the majority of the revenue coming from today? And then also the AI agents and the AI bots that are in the future. So the use cases are very different. So one is overflow and weekends, and the other one is your main revenue today.