Your Sellers’ Edge in the Agent Economy

Julia Nimchinski:

Welcome to the show, Taylor Wachowski, moving right along. What’s the latest and greatest with Vivin?

Taylor Bukowski:

Hi, Julia! Glad to be here. Thanks for having us. Yeah, we’re excited to kind of share what we’ve been up to, the latest and greatest, and talk a little bit about, you know, working with AI teammates and what we think that will look like in the future.

Julia Nimchinski:

Let’s do it.

Taylor Bukowski:

Awesome. Let me go ahead and start. Sharing… There we go. Alright, so I’m gonna go ahead and dive in. Like I mentioned, this demo will show you guys how Hero operates as a true AI sales teammate, active during live calls, not just before or after them.

And it supports sellers with pre-call prep, that live in-call guidance, and then also post-call action instantly when they get off the calls. So in a world where we know that buyers have AI working for them, we need sellers really to have the same, and that is where Hero comes into play as an AI teammate.

So, I’m gonna go ahead and jump into one of my spaces here, and just think of a space sort of representing an account in Salesforce, and this is gonna be where I manage all aspects of my deal and really understand what’s going on. So here, within my space, I am getting ready for some of my upcoming calls that we have.

So the first thing that I personally like to do to get ready for this is I run the meeting popular prompt. So you’ll see, when I actually click the prompt, it’s gonna inject a much longer prompt for the user.

These are all going to be configurable based on what your customer, your prospect is looking for, and their sales process, methodologies, etc, and how they really want this data to be structured.

So the idea is it’s now pulling from transcripts, emails, Slack conversations, anywhere where I might be having conversations about my deal that are connected into Hero, so that we can pull that together into a really comprehensive update. Additionally, if I am in Slack, and I want to do that there as well, you can do that super easily.

Some people prefer to work in Slack. A lot of people have deal channels, right, where they’re keeping everybody up to speed or prepping for deals. So, same idea. They can jump in here directly, say, hey, get me prepped for my next meeting, and get a full readout on all of the information that we know so far. Kind of that meeting brief.

What is the context? What conversations have we already had? Stakeholders, priorities, action items, and then citing all of the information here. So, whether they are in Slack. or whether they are actually in the application themselves, you’ll see that we get this great readout on the full understanding of what’s going on.

This is also great for, you know, account executives or SEs like myself.

Anybody who gets dropped into a deal where you might not be sure, kind of, what’s going on, the full history of that, because we have those integration points, because we have that continued deal context as part of the sales reasoning model, we get this really full picture and this really rich understanding of the conversation so far, and why that is important to the deal overall.

Again, all cited with where we’re getting this information, so you know you can trust it and kind of trace it back from where we got it directly. Now, if you’re somebody who doesn’t really want a prompt, doesn’t really want to type, doesn’t want to go in Slack, maybe you’re someone who is constantly talking to your computer.

That happens a lot today, too. So if you’re one of those people, you can also pull up, Hero Ava directly within the application itself, either Avatar and voice, to really understand what’s going on with your deal, and even do things like roleplay. So I’m gonna show you what that looks like.

Unknown:

Audio shared by Taylor Bukowski: Hi, Taylor, what do you want to work on right now?

Taylor Bukowski:

I want to do some roleplay to help me prep for an upcoming discovery call. I’ll play the prospect, and you play the Vivint sales rep. Are you ready?

Unknown:

Audio shared by Taylor Bukowski: Absolutely, Taylor. Audio shared by Taylor Bukowski: I’m ready. Audio shared by Taylor Bukowski: Go ahead and start as the prospect.

Taylor Bukowski:

I’d like to understand how Vivint helps support high-growth companies. We’re growing fast and hiring like crazy, and we have a really high AE to SE ratio.

Unknown:

Audio shared by Taylor Bukowski: That’s a great question. Audio shared by Taylor Bukowski: Vivint helps high-growth teams give every AE fast access to consistent technical expertise so they can move deals forward without waiting on scarce SE time.

Audio shared by Taylor Bukowski: It also helps standardize discovery, demos, and follow-up, so RAMP stays manageable even as headcount and deal volume increase.

Taylor Bukowski:

So you get the idea. Whether you prefer to be someone who is prompting, working in an application like Slack, or if you just want to talk directly with the agent, you can do that as well, and it’s just like having a conversation with a teammate to make sure that you’re prepped and ready and up to speed.

So, now that I feel pretty prepped for my conversation, I’m gonna show you guys a little bit about what that live on-call support and in-call guidance would look like. So, first off, I should say that for the conversations that are happening for those meetings, you’ll see these different call controls here.

So, we’ve just recently also introduced auto-join, so you can set for this to be have our agent automatically join all conversations, so you’re capturing all that data, but you also have options on how the agent shows up. So we have a few different modalities.

The first is sort of whisper mode, and this is going to be that silent transcription that’s happening in the background. It’s going to show up as a bot or a note-taker on the call.

It’s going to silently transcribe, but it’s also going to proactively surface questions and objections from the prospect with the approved and recommended answers in real time. And you guys are going to see that in the clip in just a second. Additionally, you can also invite our agent as voice or avatar.

So, for some of our more AI-forward-thinking prospects and customers, they prefer to have the avatar live on the call. or voice, and the idea there is when a question does come up, you can just interact directly with the agent.

So instead of waiting for Whisper to surface it, and then your account executive or whoever’s representing your prospect on that call has to kind of look over and regurgitate that information. Instead, you can interact directly with the agent and have that full experience.

So, if this was a customer call right now, I would invite, Hiro to join, and you’d be able to see that live in action, since this is a little bit of a different format. I’m gonna play you guys a really quick, 2-minute clip, so you guys can see what this will look like in action, and you’re gonna see both modalities.

So, you’re gonna see our CEO, playing our Vivint sales rep, and then you’re gonna see our VP of Sales and Solutions, Brett Crane. And he is going to be playing the prospect. So you’ll see, first we’re going to reenact Whisper, and then you’ll actually see interaction with the agent itself. So let’s take a look.

Unknown:

Audio shared by Taylor Bukowski: Jonathan, great to see you again. Happy to pick up where we left off. What’s on your mind? Audio shared by Taylor Bukowski: Yeah, great to see you again as well, too. As I mentioned, a couple of questions for you. My CISO basically pinned me down on a few items.

The main one is, can you tell me about your encryption policies and data storage and retention as well? Audio shared by Taylor Bukowski: He’s got a lot of questions, Audio shared by Taylor Bukowski: I’ll do my best. Look, I’ve only been here for 5 days, as you know. Audio shared by Taylor Bukowski: First of all, absolutely, right?

Data is encrypted at rest and in transit, but in all honesty, Jonathan, I’m not the expert, that’s why I’ve got my teammate on the call. Hang tight, they’ll be able to help us give you the details that you need. Hey, Ava, can you answer that question for Jonathan about our data encryption policy? How does that work?

Audio shared by Taylor Bukowski: Yes, Jonathan, your data is encrypted both at rest and in transit, and we adhere to SOC 2 Type 2 compliance standards.

Audio shared by Taylor Bukowski: For detailed information on data storage, retention policies, and security controls, we have a vendor security questionnaire available that covers encryption, tenant isolation, identity access management, and incident response.

Audio shared by Taylor Bukowski: Ava can provide you with the full details, or share the security questionnaire for your CCISO’s review. Audio shared by Taylor Bukowski: Cool! I’ll be able to send that over. Do you think that, is gonna work for your CISO? Audio shared by Taylor Bukowski: Yeah, that’s perfect.

Glad you were able to answer that for me. And just one last thing, after this, can you just send me over the full value case so I can share it around with the team internally and discuss with them as well? We’ll do it now. You’ll have it in your inbox in, 5 minutes. Thanks, Jonathan. Audio shared by Taylor Bukowski: Awesome, sounds good, thank you.

Taylor Bukowski:

So, as you all could see from the demo, first, we saw that Whisper was working in the background, and within 1 to 3 seconds after the question actually happened, the response was popped in real time. So, the AE had access to glance over and read the response directly. But additionally, you also saw, our CEO engage directly with the agent as well.

And that is super helpful for getting those longer and more technical answers, and doing things like providing SE support when they’re not in the room. So, it’s a great way to have that live on-call support, and make sure that you’re following that full continuity of the deal, and having support while you’re on those calls.

It shows how we can demonstrate that centralized knowledge and scale that across the team, even when those technical experts are not directly in the room. So, now that I have finished up my call, I’m going to jump into a space and make sure that I can finish up with that value case, right? So, we know that Jonathan asked us for a value case.

And you’ll see that I can use slash commands to call things like MedPick assessment, value cases, value pyramids. Again, all of these are going to be configurable to your business. And you’re gonna get this full picture of a value case fully built, by the agent with all of those integration points mentioned, right?

So, understanding what was mentioned over conversations, understanding what was mentioned, over Slack, or in email, or in fields in Salesforce, so we really don’t let anything slip through the cracks. We make sure we have a full understanding of your, your deal.

We also will provide an action plan on what should be done next, based with that supporting evidence and the citations of where this actually came from, so reps know exactly what they need to be doing to moving these deals forward.

And finally, we will finish it off by doing their least favorite activities, like, writing fields back to Salesforce, right? So, now that I have sent my value case, I have updated everything. I need to make sure that my MedPick is updated, and this is not something that I like to do.

So what we are able to do is proactively fill out this information for the user, so that they can sync this directly back to Salesforce without actually having to leave the system. So all of this provided for the user. You can also view the sources on where this came from, whether that was email, Slack, etc.

or a conversation, so you know where the citation’s coming from, you can understand what the previous values were, and you can push this all directly into your CRM so that you don’t have to do that pesky admin. So, we believe that, you know, it’s not sellers that will be replaced with AI, but the sellers that really don’t adopt it.

So, we want you to hopefully check out Hero to see how AI can work for you and get ahead in your deals. Thanks!

Julia Nimchinski:

Amazing demo. Thank you so much, Taylor. And, let’s address a couple of questions from the audience.

Taylor Bukowski:

Sure.

Julia Nimchinski:

First question is, can you create an agent that looks like a human with our choice of voice, maybe using external tools like HeyGen, Synthesia, or LadderLabs?

Taylor Bukowski:

Yeah, it’s a great question. So today, we do have both voice and avatar capabilities within the product. It is slightly configurable for the users, depending on what they’re looking for, so just reach out with more information, but that’s definitely something we could accommodate.

Julia Nimchinski:

Another question here, how long does it take to train Hero on our products, competitors, pricing, and messaging?

Taylor Bukowski:

Great question. So, the way that we actually train HERO is we start with automated initial training, which will crawl through any publicly available sources.

So, if you have publicly facing, you know, knowledge centers or support centers where we can get documentation, any articles that have come out, your own website, it will search through all that information to kind of surface the foundation work, and that’s what we will build off of.

So that will give everyone a head start start on your products, your capabilities, your competitors, all the things that we should already know. And from there, you can continue to fine-tune it and add in your own sales process and configuration.

Julia Nimchinski:

Awesome, and, question about ROI, How often does Hero surface something during a call that actually changes the outcome?

Taylor Bukowski:

Yeah, it’s a great question. So I think what we’ve seen more often is that it’s speeding up sales cycles, right? So it’s making it so that sales reps aren’t having to put things on hold or pull in other technical resources.

They’re able to self-service and manage a little bit quicker, so we’re seeing more that they’re getting a lift in, hey, I was able to close, you know, one more deal this quarter because I had more support and I was able to move things more quickly. So that’s really where we’re seeing the investment.

Julia Nimchinski:

And last question, can you speak to some use cases Comparing your average customers and best ones.

Taylor Bukowski:

Yeah, great, great question. Yeah, so I think, probably our best customers are pretty AI-forward, I want to say. So they ran into the adoption, they’re using the product to its full capabilities. You guys just saw kind of a sliver, but you could see there’s a lot of different ways to use this technology, right?

Pre-call prep, getting ready for deals. stakeholder mapping, right? Then that on-call guidance, and then all of those assets and that follow-up and follow-through after the call. So, the most successful customers we’ve seen are the ones that are using it actually for the whole breadth of it, right?

They’re finding new use cases, they’re finding new ways to use it, and they’re really being proactive about bringing the technology and the agent on the calls, and sometimes even in avatar mode.

Julia Nimchinski:

Amazing. And what’s the best way to engage with you? We share your LinkedIn? Should our community go to Vivint? Or the website, or… yeah, what’s the next step?

Taylor Bukowski:

Yeah, absolutely. So, reach out to me on LinkedIn, feel free to connect with me there, but also go check out our website if you want to learn more.

Julia Nimchinski:

Thank you, Taylor.

Taylor Bukowski:

Thank you.