Boris Valkov

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.

And then as we know from history, self-driving cars have been here for way more than 15 years ago. Still trying to do full self-driving cars. Not every person has a self-driving car. So it's been 15 years and more. journey and we're not there yet. So it's going to take a long time until you trust this to take your main calls, which is the main business.

And then as we know from history, self-driving cars have been here for way more than 15 years ago. Still trying to do full self-driving cars. Not every person has a self-driving car. So it's been 15 years and more. journey and we're not there yet. So it's going to take a long time until you trust this to take your main calls, which is the main business.

So overflow and weekends is currently the use case. So what we wanted to focus on is where is the majority of your revenue today, which is like 90% of your revenue is in the people and the CSRs and agents that are taking the call, talking to a customer and booking a call is very, very complicated operation. So it's not that simple as it might sound for those four minutes.

So overflow and weekends is currently the use case. So what we wanted to focus on is where is the majority of your revenue today, which is like 90% of your revenue is in the people and the CSRs and agents that are taking the call, talking to a customer and booking a call is very, very complicated operation. So it's not that simple as it might sound for those four minutes.

So you need to show a lot of understanding a lot of compassion. There is a lot of things that can happen on the phone call. So you need to be really, really good. So this is hard. And because it's hard, currently people are best to do that. And from that perspective, what we've built at LACE is to make sure that you create a superhuman, super people, getting really good, really focused,

So you need to show a lot of understanding a lot of compassion. There is a lot of things that can happen on the phone call. So you need to be really, really good. So this is hard. And because it's hard, currently people are best to do that. And from that perspective, what we've built at LACE is to make sure that you create a superhuman, super people, getting really good, really focused,

making sure that every coaching and every aspect that you do in the call center has a direct correlation to the booking rates and the revenue. It's not random. So this is why like from a strategic perspective, we are focusing where the revenue and the goal and the pain is today.

making sure that every coaching and every aspect that you do in the call center has a direct correlation to the booking rates and the revenue. It's not random. So this is why like from a strategic perspective, we are focusing where the revenue and the goal and the pain is today.

Yes, exactly. So what happens is that many of the companies think that they have 90 to 95% booking rates, et cetera. So one of the major areas that we're focusing on is first, in order for you to be correct with the booking rates, you need to have 100% audited calls, which is not the case today.

Yes, exactly. So what happens is that many of the companies think that they have 90 to 95% booking rates, et cetera. So one of the major areas that we're focusing on is first, in order for you to be correct with the booking rates, you need to have 100% audited calls, which is not the case today.

The way the calls are calculated today, booking rates is by manually dispositioning those calls by human. So this means there is a human error involved in that. So when you go to a full 100% of the cost analysis, then booking rates might actually change sometimes by 10%. So this is one. So you might be thinking you're 95, actually you're 85.