Francisco Larrain

out.

We experienced this firsthand at Groupon where we ran all the systems to prioritize leads and everything.

And it was just very hard to make sense of the data, mainly because the data that was input to the system was essentially done by reps who, you know, if you think about it, like the equivalent of a manager telling you to update Salesforce is similar to tell a teenager, you know, do your best.

yeah so that was our big insight the way that we started we actually started with expense management and you know you will type hey i had a really good chat with nathan and then we have a breakfast and i spent ten dollars and then the system was able to understand it we were able to capture the intention you were trying to make an expense and these are the data fields that you already talked about in the chat and we're gonna ask you missing data data fields

We tried to apply the same thing to CRM, where we created like a free format thing where people will try to update things.

And the problem was that it's essentially the same paradigm that we're trying to disrupt.

As you mentioned, it's like you have to be, again, proactive and sometimes you forget and everything.

So the big insight that we had in the company is that you really want to flip the problem around.

You want to be able to...

Grab all the interactions, phones, emails, meetings, like virtual meetings, and extract information from that, surface it to the rep, and try the rep to answer as little as possible around that.

Example, you send an email to someone.

That email is not on Salesforce.

The chatbot tells you, do you want to add this contact to Salesforce?

And we have two buttons on Slack, yes or no.

So now, instead of you going to the system and adding the stuff, you just say yes or no.

And when you say yes or no, we call other APIs of other companies that enrich data, and we put all that data, validated and clean into the Salesforce.

And we can do that with meetings.

We can do that with follow-ups.

We're able to understand phone conversations, extract keywords from that, extract follow-ups.

So, hey, I saw that you had a phone call with client X. Do you want to create a follow-up?