
Engage, Qualify, Convert with Conversational AI (Episode 196)
Jan 17, 2025In an era where businesses constantly juggle efficiency and personalization, conversational AI emerges as a game-changer. In this episode of the DIY Video for Professionals podcast, Chris Schwager dives deep into the transformative potential of conversational AI with Dom Procter, a tech innovator dedicated to redefining customer interaction. From saving precious time to scaling business processes, Dom demonstrates how AI-powered solutions can revolutionize lead handling, follow-ups, and customer experiences.
Revolutionising Lead Handling
One of the key areas where conversational AI shines is in managing inbound leads. Businesses often face challenges in responding promptly to potential customers, leading to missed opportunities. Conversational AI changes this by automating the lead qualification process. It instantly engages with leads, gathers critical information, and schedules follow-up actions.
The speed and precision of AI ensure that every lead is addressed in real time, reducing the likelihood of lost opportunities and enhancing customer satisfaction. This is particularly beneficial for businesses receiving leads from multiple channels, as conversational AI integrates seamlessly with platforms like Facebook and TikTok, delivering a consistent and professional response every time.
Driving Engagement Through Automation
Beyond managing new inquiries, conversational AI plays a significant role in re-engaging dormant customers. Businesses can leverage this technology to send personalized updates, share new offerings, or remind clients about their services. AI can handle these interactions at scale, making it a powerful tool for driving engagement without adding to the workload.
By automating these outreach efforts, businesses can ensure that no customer is left behind, creating more opportunities to build lasting relationships and generate revenue.
Empowering Businesses to Succeed
Conversational AI is not just about automating tasks; it’s about enabling businesses to work smarter. By offloading repetitive and time-consuming processes, teams can focus on strategic priorities, fostering innovation and growth. This technology enhances the customer experience, improves operational efficiency, and provides a competitive edge in today’s fast-paced business environment.
For businesses looking to streamline their processes and elevate customer engagement, conversational AI offers an exciting and effective solution.
To dive deeper into the transformative power of conversational AI and learn more from Dom Procter, listen to the full podcast episode embedded below. Discover how this technology can revolutionise your approach to customer service and lead management.
Connect with Dom Procter: Reach out to Dom on LinkedIn and explore how Outsourced Staff can unlock the power of AI and conversational AI, revolutionizing the way you work and engage with your audience.
Follow Chris Schwager: Stay updated with Chris’s insights by connecting with him on LinkedIn.
Explore Our Video Training Programs: Unlock your business’s potential with our expert-led video production training.
DIY Video Program: Create professional-quality videos effortlessly with our easy-to-use DIY Video Program.
Convince Your Boss: Download our guide to help decision-makers see the value of video marketing.
Watch on Ridge Films YouTube: Catch new episodes of DIY Video for Professionals on YouTube. Like, comment, and subscribe!
Video Transcription:
[00:00:00] Chris Schwager: Welcome to another exciting episode of the DIY video for professionals podcast. We're almost at 200 episodes.
[00:00:08] Chris Schwager: Oh my God.
[00:00:09] Chris Schwager: Can't wait. I'm sure we'll get there before the end of this year. We're going to dive into the world of AI driven customer engagement with none other than my very good friend, Dom Procter.
[00:00:19] Chris Schwager: Now, Dom is no stranger to scaling business with tech. And in this episode, we're looking at how conversational AI can completely reshape lead handling, follow ups, and customer experience for rich films. He uses us as an example, and it's so good. So clean. So high tech. I just love it. I can't wait to get started.
[00:00:38] Chris Schwager: And if you're wondering what conversational AI is, it will soon, we'll soon know everything about it. So whether you're still scribbling notes on sticky pads or you're an AI aficionado, buckle up as we chat. About getting back that oh, so valuable time and letting AI do the heavy lifting. Here's our episode with Don Procter.
[00:01:12] Dom Procter: What we'd like to do is just step through. Functionality initially. So what we're trying to achieve with this outbound conversational AI and yeah, what the workflows are out the back of it. So once the calls hung up, what do we do? My understanding is that we're looking at. Two, maybe three different things here.
[00:01:35] Dom Procter: We've got a bunch of leads that come in from social media. And the problem that you've got, Chris, is you're spending time yourself, qualifying them. And sometimes they're shit. And sometimes it could take you two to three days to get back to them, especially across that weekend period. Or if you're, Outdoing a shoot or whatever it might be, but we really want to improve our speed to lead and our qualification process.
[00:02:03] Dom Procter: That's one area. So again, the concept there, lead comes in from Facebook, TikTok, wherever it is, we get that information fed to us through an API, which, Carlos and Kev can work out. And then within five minutes, we want to ring them back and ask them a series of qualification questions. And then based on that, offer a call or a discovery call or whatever we call it, a DIY call with you, Chris.
[00:02:31] Dom Procter: That way, when you've got this call coming up, you could read the transcription or the transcription summary. You could also listen to the full conversation. So you've already had that chat with them before you get on the call. You just need to feed us. Okay, what are the qualification criteria and what questions, are we going to ask them so that You're happy that it's a qualified lead.
[00:02:56] Dom Procter: Then the other the other scenario that we've talked about is outbound. We've had thousands of leads over the years. Some of them are better than others. Some of them have gone quiet. We could even start with the ones we've done proposals on, but grab that lead. If you get them into the system and then give them a call and say, Hey, we've just made some pretty major changes to the way we're structuring.
[00:03:19] Dom Procter: So we're now offering a 20 percent discount. We now we now have a group coaching. Program. Are you interested to talk to Chris again? Bang. That's the, so that's the inbound and then the outbound that, that's my understanding of what we want to achieve.
[00:03:36] Chris Schwager: Yeah, it sounds pretty good.
[00:03:37] Dom Procter: And then I guess, sorry, just to clarify one further point, having that data.
[00:03:44] Dom Procter: Updated into either a calendar booking. So in cow. com or whichever calendar app you use and then updating the membrane CRM with the notes and the details of what happened on that call.
[00:04:01] Chris Schwager: Let's begin. Let's begin.
[00:04:05] Dom Procter: No worries. What I want to do though is I just want to show you a quick demo. Is that all right?
[00:04:09] Dom Procter: Just to give you a good understanding of, the quality of what we're doing here. She knows nothing about your business.
[00:04:18] AI Agent: Hi there, my name is Jess and I'm an AI assistant for Digital Soul Technologies. I just want to let you know that the call may be recorded for quality assurance and at any time you can ask to be redirected to a human, but I'd like to help you in every way I can.
[00:04:33] AI Agent: Can I start by asking your name, maybe a little bit about your business, and what got you interested in our AI powered solutions?
[00:04:41] Dom Procter: Sure what, Jess, what I'd like to do is a quick role play. I'd like you to be the digital receptionist for Ridge Films, and we sell a DIY digital marketing kit.
[00:04:52] Dom Procter: Didn't say that well, did I, Chris? But we sell a DIY desktop studio for businesses that take video seriously [00:05:00] and our starting cost is 99 per week. And we're looking at you answering calls or calling up people and saying, Hey, we've got an offer. Are you interested? Can we role play that now?
[00:05:15] Dom Procter: You'll be the receptionist. I'll be the caller. Absolutely.
[00:05:20] AI Agent: Let's dive into that role play. So I'll be the digital receptionist for Ridge Films and you'll be the caller. Here we go. Hi there. This is Jess from Ridge Films. How can I assist you today?
[00:05:30] Dom Procter: Oh, g'day there. Look, I saw a TikTok ad from I can't remember where, but it was, I think it was Chris.
[00:05:37] Dom Procter: And he was talking about this whole, I can make videos myself at a professional level. How's it work? Okay,
[00:05:47] AI Agent: great to hear you're interested at Ridge Films. We offer a DIY desktop studio kit that allows you to create professional level videos right from your own space. It's designed for businesses that take video seriously, and it starts at just $99 per week.
[00:06:02] AI Agent: The kit includes everything you need to get started, and we provide support to ensure you can make the most out of it. Would you like more details on what's included or how to get started?
[00:06:10] Dom Procter: Yeah. So what's the sales process? Who do I get a, do I come and come to your office or do we do this online?
[00:06:16] Dom Procter: Or how do I learn more? Are you the boss?
[00:06:19] AI Agent: I'm You can learn more and get started with our DIY desktop studio kit entirely online. We have a straightforward process where you can explore the details on our website, and if you're ready, you can place an order directly from there. Once you order, we'll ship the kit to you and you'll have access to our online resources and support to help you set everything up.
[00:06:42] AI Agent: If you have any questions or need further assistance, our team is always here to help.
[00:06:47] Dom Procter: What about training? I don't know how to use cameras and shit like that. Are you going to train me? Is that part of what we do?
[00:06:55] AI Agent: Absolutely. Training is a key part of what we offer. When you get our DIY desktop studio kit, you'll also receive access to comprehensive training resources.
[00:07:04] AI Agent: These include step by step guides and video tutorials that walk you through using the equipment and creating high quality videos. Plus, our support team is available to answer any questions you might have along the way. We aim to make the process as smooth and easy as possible, so you can focus on creating great content.
[00:07:20] AI Agent: Does that sound like it would meet your needs?
[00:07:22] Dom Procter: Sounds awesome. Who do I talk to? Can you book me in?
[00:07:26] AI Agent: Great to hear you're interested. Let's get you booked in for a chat with our sales team. Could you let me know when you're available for a call and which city you're in? I'll also need your email address to confirm the appointment.
[00:07:37] Dom Procter: All right. Thank you very much. And that's how it works. Now that's untrained. You didn't leave, you didn't bloody leave your,
[00:07:43] Intro: why didn't you leave your email address, mate? You just missed an opportunity. We just missed an opportunity.
[00:07:50] Dom Procter: There you go. But you can see that's an untrained.
[00:07:53] Dom Procter: Sorry, not untrained because we gave her 20 seconds of our time, but, because she's AI based, she's thinking on the fly based on what she has in the open world. And I think she smashed it.
[00:08:05] Chris Schwager: Oh, look, amazing as a, like a very fluid conversation that the apprehension, it's not apprehension, but just can is there any reason that you need to actually include that whole AI shit at the start?
[00:08:19] Chris Schwager: Is it like, Legally? No. So you can actually not yet.
[00:08:23] Dom Procter: So there is, yeah, there's guidelines coming. And look what, what will happen, I believe is that the outbound robo calling, spam will get outlawed and you'll get in trouble if you do that, but inbound with implied consent. You can't get rid of that.
[00:08:42] Dom Procter: If someone fills in a form and they say, contact me about this, how you contact them is up to you. You've got to, you can't be racist. You can't be biased towards, male or female. So that's the guidelines and the Australian government is coming up with that.
[00:08:59] Dom Procter: But it's, there's no legislation yet, but it will come and we'll stay abreast of that and keep you. So
[00:09:06] Chris Schwager: what we've just, what I've just experienced there is something I've, I, yeah, have heard a little bit before, but for those that are listening to this and watching it, probably holy shit, right?
[00:09:17] Chris Schwager: That's pretty mind, like that's mind blowing, right? I guess directly using it for our application, is how do we not only, Most of our inquiries are consented inquiries, so therefore we're really getting back to them for that initial call, which is, inbound inbound trying to pick it, pick up the time that I'm wasting on my process.
[00:09:40] Chris Schwager: How does it work then with. Doing say if I hit all the DIY clients for a catch up, say, for instance, for half hour an hour, I would do a group catch up and look at how to plan what to look out video wise for 2025 Can it go out and ring and book, book them in for [00:10:00] something like that?
[00:10:00] Dom Procter: As long as we define what we want to do and yes, it can do that. So if you said, say in membrane, your CRM, you wanted to change a flag to say, call them about this, then we could do that. We would probably set up a separate agent. So when you think of conversational AI, I think in the agent world.
[00:10:20] Dom Procter: So you'll have an agent that replaces a role. So a role may be an inbound agent trained in a certain way. A role may be an outbound agent trained in another way, which could be, okay, I need to handle objections or I need to answer these questions. Yeah, definitely you just got to define that. And then because we integrate to other platforms, we'd go, okay, when this Flag is met.
[00:10:44] Dom Procter: So you or Kev change it to, confirm the 30 group training people for next Wednesday. Definitely. We could then have a script from a confirmation agent that will then go and call those 30 people and say, Hey, are you just checking, are you coming to the webinar? And I did experience that the other day by a human and that Lady was awesome.
[00:11:08] Dom Procter: And she was based in South Africa for just confirming my attendance and a webinar. And I went, that was so basic that I could program that tomorrow to achieve the same outcome at a better cost and more scalable because you've got to remember We've got a bit, sorry, you don't have to remember because you don't know, but we've got a built in dialer.
[00:11:28] Dom Procter: She'll call once and then we can program a call again in two hours, call again next week, call again in a month. So if we program that into the solution It's a it's super powerful because it's programmatically going to do it the way we tell it's, there's zero, zero options.
[00:11:47] Chris Schwager: So for me, when can I get started?
[00:11:50] Chris Schwager: Cause I'm like, I've heard you talking about it for a while, but let's put it into practice. Cause I've got six weeks, clocks ticking six weeks before I go on my European trip, but two weeks before the end of sale, end of year sale. How do I get as many runs on the boards as I can before I go?
[00:12:08] Dom Procter: So we're ready to start.
[00:12:10] Dom Procter: Immediately what we just need to do is define what's our initial approach? Is, are we just handling the new leads or we want to do the new leads and the outbound concurrently?
[00:12:21] Chris Schwager: Probably three. I'd love to, I'd love to use it to try and get people booked in for an end of year call before, before I go in the next, as soon as possible.
[00:12:31] Chris Schwager: Really that's to get my DIY clients all in the one, Zoom call at once. That'd be awesome. I'd like to do, I'd like to have something set up for the leads that are coming in that Byron's organizing for us. And I'd also like to hit our, And sorry,
[00:12:48] Dom Procter: Chris, that's Facebook.
[00:12:50] Chris Schwager: Yeah. Yeah. I think it's Meta, but yeah it's hand.
[00:12:56] Chris Schwager: So I think it's populating. Insta as well. Yeah, Facebook. Yeah, we're still working on the quality of those leads, that's still a work in progress, but we're just, yeah, definitely the pain point is the amount of meetings booked is not as nice as I'd like, I'm always looking for more meetings and more conversions, but yeah.
[00:13:21] Chris Schwager: How do we take the pain away around that process? I'd just love the calendar filling up, wouldn't I? Like without having to fucking go through it. Oh, can you check your email and make sure the calendar entry is going through, like it's just a lot of clunky processes in place at the moment, which I'd love to do away with.
[00:13:37] Dom Procter: So look, if we can stop you doing the qualification how much time is that going to save you? Cause I'm assuming, what are you getting 30, 40 leads a week or 30, 40 a month? Probably 10
[00:13:53] Chris Schwager: a week.
[00:13:56] Dom Procter: Okay. And then you've got to do multiple calls, multiple follow ups. And then you get them and it's Oh, I don't know.
[00:14:02] Dom Procter: I just click on a link and then I put in my details. Our goal there would be weed out the, the non essential conversations and have you focus just on those leads that, based on your scripting and your five criteria, we would feed into the calendar.
[00:14:23] Chris Schwager: And what if I, what's the five criteria?
[00:14:26] Chris Schwager: What's that?
[00:14:26] Dom Procter: So what are your criteria? Do they have the budget?
[00:14:31] Chris Schwager: Do they,
[00:14:31] Dom Procter: have they done it before? Bantam. Bantam. I haven't heard that before. Yeah. Bantam.
[00:14:37] Chris Schwager: I've been brainwashed over the years. Budget now I should probably remember that as I'm going through my sales process.
[00:14:45] Chris Schwager: Sometimes forget my, the things that I've learned. Budget need time. So
[00:14:49] Dom Procter: just to. So we've identified the, inbound and outbound. So we've identified that. And then what we do is we need to [00:15:00] train the AI on your data. And we call that a knowledge base. And that knowledge base is private.
[00:15:04] Dom Procter: It's not. OpenAI in the cloud even though OpenAI in the cloud is secure if you're using a paid version, which is a lot of people don't know but that knowledge based data is yours. So what we would do initially, we're going to scrape your whole website and the beauty of your website is it's got a lot of data.
[00:15:22] Dom Procter: And then any other product information, PDFs, product Criteria, that type of thing. We want to feed that into your little AI agent's brain. So once we've done that, we would then or concurrently, we would want yourself and Kev to work out what's the script look like now knowing you you've got a script already.
[00:15:44] Dom Procter: So we would then customize that script for the AI agent. And that's really, where Carlos comes in around the whole prompt engineering side of things. So he'll take your script, he'll look at it, he'll set it up. It'll be trained to give that, hello, welcome, blah, blah, blah. I just wanted to ask you a few questions about just to qualify you and then you'd give us that qualification criteria And then Carlos will make that happen.
[00:16:09] Dom Procter: Now, honestly, there would be, I think you're looking at two agents because there would be an inbound agent, which is just, someone's called the 1 300 number or and, or they have They have filled in the Facebook form or the Instagram form qualification, but then there would be a, there would be a slightly different script when we're calling up someone who we had a past relationship with, or we previously sent a proposal.
[00:16:38] Dom Procter: I guess you think of that, like in the old days when you're doing that reignite email campaign, we're doing the same thing. We're just doing it via voice call. Got
[00:16:47] Chris Schwager: it. Yeah. Cool.
[00:16:49] Dom Procter: So we worked at it. We work out the workflow, we work out the script. And then we put it into like our beta area. We test it, hammer the hell out of it improve it.
[00:16:59] Dom Procter: And then. Once we're happy, we start releasing it to some of our clients, test it, monitor it, QA it, improve it again. And then it's ongoing QA basically forever. Because what we want to do is we want to listen to a percentage of calls that come in. And then we want to be listening. Okay.
[00:17:18] Dom Procter: Something was said there. It didn't sound just right, or the response was wrong. And that's a combination of us and yourself, because we will pick something up and say, Hey, Kev. We didn't, we don't think we quite answered this perfectly. Could you tell us how we should answer that in the future?
[00:17:34] Dom Procter: And then that would allow us to update the knowledge base and then based on the knowledge base being updated, then she'll answer it the right way next time. Or answer it in a better way because as per the demo out of the box, She blitzes it. She doesn't like, we told her that it was 99.
[00:17:51] Dom Procter: Now say you've got 10 sales staff and you change your price from 99 to 129. Some of them will get it wrong. With Jess, because she's scalable, she can, You can scale up to 10 calls on our standard plans. You train it once, she, all of them get it right. There's no different way of handling it.
[00:18:12] Dom Procter: There's no different answer. It's like we have programmatically made this the right answer.
[00:18:18] Chris Schwager: Great. It sounds unreal. And like the demo, you had no, no problems with the demo running that through.
[00:18:29] Dom Procter: Yeah, it's pretty amazing. And where we came from, so where Carlos and I have come from is outsourcing with humans and we've trained hundreds of people in our time and it's an effort.
[00:18:41] Dom Procter: You're dealing with personalities and don't get me wrong. I love humans and I definitely love the Philippines cause that's. What's made us where we are today. However, the scalability, the speed to lead, that's the things that, with AI, we can definitely improve train one, you can have a hundred.
[00:19:03] Chris Schwager: So when you're asking for those little improvements, what's your process for getting that from us? Because I've found with Byron, while we've been running our ads, That it's a very similar situation. Are we getting this right? Is the messaging right? Are we getting the right leads? What's the conversations we're having with them?
[00:19:23] Chris Schwager: All of that stuff. He doesn't know, right? Like he's running blind. He's just looking at data, looking at the numbers trying to figure it out. He, we set up a voice messaging between us where in some cases we would leave up to half a dozen voice messages just over SMS. Throughout the day, going back and forth, talking about, this is what's happened today.
[00:19:44] Chris Schwager: This is the conversation. These guys were a bit unclear, whatever it might be so that he can then keep tweaking it and keep feeding it. So how do you guys work with regards to that?
[00:19:53] Dom Procter: Again, it's an ongoing training process and it's. It's definitely heavier in those sort of first few months, because [00:20:00] you've got your consultant and he's working on the lead that comes from Facebook to us to call that has to be in sync.
[00:20:07] Dom Procter: So if you've made a change to your creative or a change to, the pricing or the message, then we definitely need to get that back into the AI's brain. Cause it's not going to dynamically learn that. Yeah. You would need to feed this to us. As part of our ongoing collaboration, we'll do an element of Q.
[00:20:27] Dom Procter: A. But we really hope that when we QA that and we give you that information, you will actually answer us and say, yeah, change it to this. And then if you make a change at your end, you have to communicate that to us so we can make the change at our end. Now you'll have full access. So say, for example, you schedule a bit of time once a week and you for yourself, Kev and Byron And you want to just listen to some calls.
[00:20:54] Dom Procter: So you'll have a an admin area where you log in, you can view the transcript, you can listen to the actual voice recording and you could even run a mock scenario. So you whack Kev's mobile number in, tell it to ring Kev and then listen to it on the fly. That you have a, you have the ability to do it yourself.
[00:21:13] Dom Procter: We just like to say, okay, we are the experts. We will then QA other areas or we will QA our own calls and feedback any information to you. But it's not, I guess it's not a fully managed service because we're collaborating, but we stay involved. We don't just, it's not no code, low code, go do it yourself.
[00:21:34] Dom Procter: It's like best practice. We know what we're doing. We need to get your brain into ours and then sell more.
[00:21:43] Chris Schwager: I love it. I love it. I want to get started. I want to start right now. I can't wait. I
[00:21:48] Dom Procter: can't wait. It's. Next step is that we look at that lead flow so that the outbound, I'm assuming you'll just give us a CSV and you'll have, the name, the email, the phone number Kev, this is for you the name, the email, the phone number, what, maybe even what we quoted and quoted them on and when so that when we're ringing up, we can dynamically create that script that'll say Hey, Carlos.
[00:22:15] Dom Procter: It's it's Jess here from Ridge Films. Just wanted to let you know, we have a special on for the next 30 days. And we've now introduced a new group training call. We spoke to you back in August and we didn't move forward. Chris has asked me to give you a call and see whether or not this would change your appetite for 30 days.
[00:22:35] Dom Procter: Purchase, but yeah, obviously you're the scripter, so you'd work that out. But yeah that's how it was pretty
[00:22:42] Chris Schwager: bloody good. Can we, let's go with that.
[00:22:45] Dom Procter: I've been in, I've been in sales for a while, man.
[00:22:47] Chris Schwager: No, that sounds awesome. That sounds unreal. As a re engagement tool,
[00:22:54] Dom Procter: as a re engagement tool, it's amazing.
[00:22:56] Dom Procter: Like I had a chat to this fella in Alaska the other day, and he's a lovely guy. And he got, he gets 30, 000 leads a year, like no shit. And he's legit. Cause he's getting 200, 000, comments on the posts he's putting up there on TikTok. And he's Dom, I don't even talk to, he reckons he only talks to maximum 20 percent of those people.
[00:23:19] Chris Schwager: Yeah.
[00:23:19] Dom Procter: And because you just, to have a sales team to call those other 20, 000, you need five callers, right? You need five people, but with the AI, we can take 10 simultaneous calls. We can actually take infinite amount of calls. It just depends on, the firepower we have in the cloud to answer those calls, which is just purely a cost.
[00:23:39] Dom Procter: But yeah the rig. And then the lead speed to lead is where we definitely see the most benefits.
[00:23:45] Chris Schwager: You mentioned costs. What does something like this cost for people? And I guess what size of business are you guys looking at?
[00:23:52] Dom Procter: So with regards to cost, and I'm not dodging this, it does depend on what our final workflow looks like.
[00:23:59] Dom Procter: So you might say to me, Dom, I just want to take a call, ask these three questions and send it to me in an email. No problem. It will cost you three grand set up and 200 bucks a month, 45 cents a minute. But the other scenario is you might say to me, Dom like you have, Dom, I want you to build three agents and I want one to be inbound, one to be outbound.
[00:24:21] Dom Procter: And then I also want that to integrate to membrane and I want it to integrate to my calendar and I want it to send a text and I want it to send a voice recording to, Byron via WhatsApp. Okay. So you've got to, you've got to define that workflow, but base level, you're starting at, 1, 000 set up and then 200 a month.
[00:24:40] Dom Procter: And then we've got this per minute fee. Now, just to explain why there's a per minute fee, it's because There's a few components to a conversational AI actually functioning. And those components are, you've got the telephony, so where the call actually comes in. Then you've got the [00:25:00] transcription service, because we've got to convert voice to text and then text back to voice.
[00:25:05] Dom Procter: So you've got that transcription, and then you've got the actual voice itself. Now, depending upon what you pay, the quality of the voice varies. And we, as and have seen, we use a very good voice. Good voice. So our per minute cost right now is that 45 cents per minute. But that comes down with volume.
[00:25:24] Dom Procter: We've got an inclusion. I think Carlos, I can't remember. I think it's 200 or 300 minutes included in that monthly fee. Yeah, that again, not trying to dodge it. It just, it is based on the scenario.
[00:25:36] Chris Schwager: And so what size businesses are you looking at?
[00:25:38] Dom Procter: Anywhere from someone who is a I'm not sure, like maybe a plumber and currently their wife is answering the phone or they're not answering the phone.
[00:25:47] Dom Procter: That's your entry level, but we go up to enterprise. So when we talking about enterprise, we talking about, I've got a call center. I've got 30 staff. Half of them never show up. Okay, cool. What are we actually doing? And different sizes of clients have different security and data sovereignty requirements.
[00:26:08] Dom Procter: So we, we also have a, an on premise solution, which you wouldn't need, but say you're a government. Department in Australia and everything has to be physically located in the Australian cloud or in their Australian on prem. We can do that as well, but that's an, that's a whole other level of complexity.
[00:26:27] Dom Procter: And with that cost, you start at sort of 50 K builds retainers, maintenance programs. Yeah. So we can go from small. Yeah sure. Up, up to enterprise, look, we are a startup, so we are finding that there's different niches where this works better. Yes. So you know, your professional services customers that are spending a lot of time with clients.
[00:26:51] Dom Procter: Sometimes they don't answer their phone and say I'm calling for a, I don't know, a plumber. I'll call one. He doesn't answer. I call the next one. He answers, you got my business. And that's the problem we're trying to work with. We're trying to solve. Cause that could that, that one call could be five K and you've paid for the year.
[00:27:08] Dom Procter: Straight away, like for you, a DIY kit, you sell one extra, you've paid for, Jess for the next three exactly.
[00:27:16] Chris Schwager: That that's exactly right. And there's no harm in being transparent about the startup whole startup thing, finding your feet and getting organized and all that sort of stuff.
[00:27:24] Chris Schwager: But I if this works well for us, definitely be bloody spruiking the shit out of it, because there's a lot of businesses that I know that. That have got similar challenges to us, like it's probably a bit of a pandemic on its own, really. Like how are people trying, how are people getting through?
[00:27:40] Chris Schwager: Just in my couple of months back with Byron, it's been incredibly difficult, the whole three, pester them on the third call thing. That's. That's working, but it's like, where does that end? And more to the point is still my time having to do that. That's the killer.
[00:27:55] Chris Schwager: That's the absolute killer. And also what's interesting is this is particularly for your plumber scenario it's not even the time to call. It's the time that it takes to call and fuck up that call. That's potentially the problem, right? So not handling the call as professionally as it could be handled.
[00:28:18] Chris Schwager: And that if we get this right, that overcomes a massive hassle for many businesses. And that is. Okay, if I want to sell on over the phone, I've got to do it properly. I've got to learn, go through a course and really understand how to maximize each opportunity, right?
[00:28:37] Dom Procter: Yeah, definitely. The thing with having, Or AI in general, is it's a tool and it just makes your business more powerful. It's how you use it. And you're not necessarily looking to replace people. You're looking to get back time. Say so we traditionally we are an outsourcing company.
[00:28:56] Dom Procter: We have humans. Doing this task. Now we're able to offer a hybrid solution. You could have your AI agent, then you could escalate to someone in the Philippines or South Africa. And then get to Chris, who's the top dog. So it's about Yeah. Solving that problem of where am I spending my time?
[00:29:15] Dom Procter: I'm a small business or I'm a team leader or I'm a manager or I'm a sales director. Where's my time best spent. And that's what, that, that's what we're solving. Okay. Work on the highway.
[00:29:26] Chris Schwager: Yeah. Yeah, exactly. Where to next?
[00:29:29] Dom Procter: Let's link up Carlos and Kev and they'll get access to the API is for membrane.
[00:29:36] Dom Procter: Cause I think it's a good idea that everything goes into membrane get access to the leads coming or just work, work out that workflow. So Carlos will draw up a picture, make sure you agree on it. And then we'll start building, but we're ready to go like as of now.
[00:29:51] Chris Schwager: Let's do it. So let's do this.
[00:29:52] Chris Schwager: I'm blank check. Okay. Yeah. No I'm, man I'm all in, it's just anything that's gonna give me time [00:30:00] back and manage the process better. I think that's the key here is like managing these. It's it's overwhelming for any business that knows that they're not converting as they should be.
[00:30:09] Chris Schwager: And they go, okay how do I convert better? It was like then spending more time learning how to convert better. It's all like pretty, pretty overwhelming, right? Like it's pretty exhausting. And yeah just very interested. It's probably sounds to me like one of the more practical, useful.
[00:30:27] Chris Schwager: Automation services, like I listen,
[00:30:31] Dom Procter: I look totally agree. There's so much rubbish, I I'm not sorry, not rubbish. Cause I'm absolutely, as absolutely 200 percent I'm mad. So anything I are, you show me, I love it. But what is the practical business benefit for that tool that you've got?
[00:30:47] Dom Procter: Like Carlos and I, we build this automation for social media publishing, which goes from ideation through to, published on, every social media channel. But we build in there the qa, which is by a human. We're not just. Publishing, straight out of GPT, we're going, okay, here's our ideation, which we did in our workshop.
[00:31:07] Dom Procter: Here's our content, first draft, our content calendar, here's our drafts, here's our images. Chris, take a look at it. If you're happy, we will, we'll, so yeah, we'll build that process. In a similar fashion for conversational AI. Good.
[00:31:22] Chris Schwager: Okay. Excellent. I'd love to, to join in, participate wherever I possibly can work with Carlos or yourself in terms of the language and making sure that we're right with everything.
[00:31:33] Chris Schwager: Do you guys tell me what it is? We'll,
[00:31:34] Dom Procter: We'll get your list of the scripts we need, of the access we need, and then, we'll start building. We do need to define what we actually need, though, based on the role of that Based on the role of that agent, like if we're if we're qualifying, a lead based on they've seen an ad, which says the DIY kit does this, that and the other, and here's the cost, then there's the, yeah, so that would be the next steps we map it out and then here's what we need to go from there.
[00:32:03] Dom Procter: So sometimes you might feed, there's never too much information, but it takes time to get that. And you've given us a short timeframe to. Star. It's what's your script. What are we saying? And then I think I honestly know a hundred percent based on your website. We've got enough data there and just listening to Jess previously, we've got enough data there to do a really amazing job.
[00:32:27] Dom Procter: But when it comes to data security and data privacy, like we're working with. What the tools that we're working with, they're GDRP compliant, they're ISO 27001. So this isn't there's a myth out there that as soon as you put anything into into the cloud, everyone can read it. It's actually bullshit.
[00:32:48] Dom Procter: Potentially, if you're money laundering, sex trafficking or terrorists, then the U. S. government can get access to that if it's hosted in the U. S. But if you're not, then, you're pretty, pretty safe. I think there was this thing where Samsung uploaded or an engineer at Samsung.
[00:33:08] Dom Procter: Uploaded the code and got GPT to check the code for their entire operating system. And they're using a free version of GPT. So that then was in the public cloud. But if you're using the API, if you're using the paid versions it's private data and these are. Trillion dollar companies now, they take it seriously.
[00:33:31] Dom Procter: So from that point of view, I think the security side of things is something that we take extremely seriously. If you're using Google or if you're using office 365 and it's hosted in the cloud, in the U S the American government can still read your emails, just people don't know it.
[00:33:48] Dom Procter: So it's if you're hiding, if you've got something to hide, Don't use the internet. The thing with the whole conversational AI. com. au, which we're in the process of setting up, is it's not just voice. It's video too. It's about how are you using AI to have that conversation? So one mechanism is voice.
[00:34:08] Dom Procter: One mechanism is chat. The next one, which I do agree it's super good, but it's just going to get better is video. But it's all about having a conversation using AI.
[00:34:21] Chris Schwager: Thanks for tuning in to the DIY Video for Professionals podcast. Dom, you've shed so much light on how businesses like ours can use conversational AI, not only to save time, but also to up our game in every customer interaction.
[00:34:35] Chris Schwager: Wasn't it awesome? Wasn't the bloody little run through that he did was just so cool. I'm just going to keep playing it. It's so good. As always you can connect with Dom in the show notes via LinkedIn or his website. And if this episode has sparked some ideas, we want to help hear them. We want you to hear them.
[00:34:54] Chris Schwager: We want to hear them and help you make sure to like, subscribe and drop your thoughts in the [00:35:00] comments. And if you're ready to dive into AI solutions for your business, don't miss it. But make sure you reach out to Dom. He's going to be your man. Catch you on the next episode. Keep filming and keep connecting.
[00:35:11] Chris Schwager: Bye for now.