Adam Robinson is joined by RB2B's Head of Tech Ops - Robb Clarke. Robb takes us through how he built RB2B's support system, which is 98% automated.
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0:00
Somebody a few weeks ago, when we got asked, basically, something along lines
0:10
of like,
0:10
how do you support so many visitors with so few people?
0:13
I was like, well, we have this guy Rob, and like he uses this tool, Finn, that
0:17
Intercom,
0:20
you know, creates and between workflows and AI, we basically only have humans
0:29
responding
0:29
to like 2% of the total support interactions that we have.
0:34
And whoever that person was, I forgot.
0:37
They said, can you do a webinar on that?
0:42
So here we go.
0:46
Rob Clark is the presenter today.
0:48
I'll be the host, San Tosha will fire some questions at him too.
0:52
But Rob, can you take over Rob again to be clear?
0:59
Rob works with us at RPDB.
1:01
He, I'll let him tell you about himself.
1:05
Cool.
1:06
Hey everyone.
1:08
So like I've said, I'm Rob Clark on the head of technical operations for RPDB.
1:15
One of the many hats that I wear is building and managing our supported
1:19
infrastructure.
1:21
So making sure that when our users need support, they have a good time is one
1:28
of the main
1:28
things that I'm doing.
1:31
In that is, you know, building out our knowledge base.
1:34
So all the articles that people can read, building out our self-serve workflows
1:40
and our AI
1:42
support agent training it, making sure it is being effective and it's sort of
1:46
everything
1:46
correctly.
1:47
Those three things together seem to work really well.
1:52
And that's kind of how we're making our support experience as frictionless as
1:57
possible
1:58
for our users because I think I was talking to somebody earlier today and there
2:03
's 19,000
2:05
individual users across just about 13,000 accounts right now.
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And that's a lot of people.
2:12
And trying to keep everybody going and happy and all that stuff is kind of one
2:18
of my main
2:19
priorities.
2:21
Describe this to Adam a while ago is I'm trying to do as much work as possible
2:26
by doing
2:26
as little work as possible.
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And that's where all this comes in.
2:31
And the main benefit there obviously is that our users can get support 24/7,
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get help when
2:39
they need it, solve their own problems and then should they need to escalate it
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to a human
2:46
member of our team, somebody from the team can jump in and help.
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So sweet.
2:51
So what do you have for us today?
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Is it a presentation or are we just going to do a Q&A?
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Like what is the format of this?
2:58
So I've got a little bit of info mostly because we get a lot of questions about
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what we're
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doing and how it's set up and why I get a lot of questions from people that see
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what we're
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doing for stats and then go how do we do this too or they don't know where to
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start and
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so foreign to them.
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So I've got slides that have some data that back of you that's in all of the
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teams.
3:30
So by the way, just to go over some top line stats, it's around 19,000 users.
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We get around 700 paying customers, almost 2.5 million ARR, 2,800 support
3:44
interactions
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per week.
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That's like anyone touching any part of the support work, 2.0% involvement with
3:51
a human being,
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93% CSAT.
3:56
And it's currently he's seeking another someone to help who has an engineering
4:01
background,
4:02
but it's a one man show, which is unbelievable.
4:05
So she just accepted today.
4:07
So is it a Julius sister?
4:11
It's Olivia Constantino.
4:14
So start on Monday.
4:15
Okay, cool.
4:16
Never mind.
4:18
We will withdraw that job offer.
4:21
So okay, we will officially now turn it over to Rob who can explain what the
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heck he built
4:27
and why it works so well.
4:30
Yeah.
4:31
Give me a split second.
4:33
Well, as always, we'll be watching the chat, drop questions and then we can
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answer in the
4:37
end and you know, you can drop in the Q and A also.
4:41
Yeah, let me find the appropriate way to share this one second share desktop.
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Cool.
4:54
Can you see that?
4:56
Yep, I can see it.
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Can we get a lot of people can see it in the chat?
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Why?
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Yeah, we got some yeses.
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Awesome.
5:08
So, like I said earlier, we've kind of got a three pronged approach to self
5:15
serve.
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We have our AI support agent.
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The self serve workflows that people can go through and then our knowledge
5:22
based articles
5:23
and then the fallback is human support should they need it.
5:29
So just to back up a couple of stats that Adam and I were talking about, there
5:34
's our.
5:35
I did these two days ago on the 11th.
5:38
I did it on the weekend.
5:41
From August 1st, August 11th, we had 40 600 support instances and 97 of them
5:48
were handled
5:48
by a human.
5:49
So 2.1%, which is kind of awesome.
5:53
And then just kind of showing that it's improving and getting better from July
5:57
1st, August 11th,
5:59
we had 17,000 with 2.8% or 472 being handled by a human.
6:05
So that's pretty neat.
6:09
Our spin involvement has been getting really good.
6:12
Rob, what's fin?
6:14
So yeah, fin is our, it's intercom AI support agent.
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We've named ours R2B2 because my dyslexia kicked in one day when I was typing
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out our company
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name.
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And I was like, it's perfect name for a bot.
6:30
Thank you, Star Wars.
6:32
But please, Disney don't sue us.
6:36
So yeah, it's R2B2 and is our fin.
6:39
But yeah, fin is our AI support agent.
6:43
Right now, fin is involved in about 74% of support conversations and resolve 60
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% of those
6:52
on its own.
6:53
So when people chat with fin, they're coming out with an answer about 60% of
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the time.
7:02
Which is pretty cool.
7:05
And then from July 1st, August 11th, our resolution rate again, our involvement
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rate again 75% with
7:13
the resolution rate of 56.
7:15
So it again is getting better.
7:18
It's learning and we're kind of evolving that over time.
7:23
Every time somebody has an interaction with the AI, we look at the conversation
7:27
and see
7:27
what can be improved, especially any time that they kind of rate it with the
7:32
bad rating.
7:34
I'll go through and look at every single one of those to see how the
7:37
conversations may
7:38
be improved and what were the AI went wrong.
7:43
And then especially any time somebody asks to speak to a human member of our
7:47
team, that's
7:48
the other thing I look at is why did they need to speak to us?
7:52
But did the AI not answer how can we prevent it from doing that in the future?
7:58
We're not always able to prevent it because there's a lot of stuff that the AI
8:04
simply doesn't
8:04
have access to at the moment.
8:06
I'm looking to change that in the future.
8:09
We can feed in an API into it and give it real time data on people's accounts.
8:18
They're up to the minute usage or what plan they're on, all that stuff.
8:23
We're currently not feeding that in, but I think when we do, we're going to see
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a lot
8:29
of those, like, can I speak to human things go away?
8:33
Because those are a lot of the things the AI can't answer at the moment because
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it simply
8:36
doesn't have that knowledge to be able to answer somebody.
8:43
So the other thing that I kind of talked about was our workflows.
8:50
I think I might have liked too far.
8:55
So when a user opens up our support widget, I do have a screenshot of that here
9:05
in a bit,
9:07
opens up the support widget, whether they're on our support site or within our
9:11
dashboard.
9:12
The initial thing that they see is how can we help?
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And they've got a few ways to choose their own adventure.
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They can ask a member of our team which engages the AI.
9:27
They can use a self-serve support, which is a bunch of workflows that are kind
9:30
of a choose
9:31
your own adventure.
9:32
Like, are you looking for help with installation or verification or privacy
9:37
policy, stuff like
9:38
that?
9:39
Which way they go, they can get to the answers that they want, or they can
9:43
search our knowledge
9:44
base, at which point we kind of prompt them to go to the right spot.
9:52
Now, if they ask to speak to that member of our team, it brings up the initial
10:00
interface
10:02
where they can speak with the AI.
10:05
So we used to introduce it specifically as an AI and say, I'm an AI support
10:13
agent.
10:14
But we had like an overwhelming number of people that immediately just went, I
10:18
want to talk
10:19
to the human because there's still a bit of a distrust of AI.
10:24
Adam Santosh and I are all old enough to remember terrible, terrible chatbot
10:29
days where there
10:30
was no intelligence behind it.
10:31
It was just garbage and wasted tons of your time.
10:36
So Rob, just to be clear here, we are saying connect to an agent.
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In the agent there being connected to, they think is a person, but it is our
10:50
two B2.
10:50
And they're not pissed off about that.
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I'm just not saying because I genuinely don't know.
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No, we give them the option to ask our team, we're considering our AI part of
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our team.
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We don't explicitly say that it's a human, but we don't explicitly say that it
11:09
's not.
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So can I ask you a question?
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What makes this good enough to not piss people off?
11:17
Why is it that, how can it be that good?
11:23
I think there is a lot of financing along the way with how these initial three
11:34
messages have evolved over time.
11:37
So you think that how we're framing people, going into that, it's how we're
11:41
setting them
11:42
up.
11:43
It's sort of diffusing potential anger when they sort of figure out that this
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is not an
11:48
actual person.
11:49
Exactly.
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We're setting them up for success.
11:53
We definitely need to send these slides to people so that they can watch the
11:59
setup and
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attempt to emulate it.
12:00
If you genuinely believe that that's the trick.
12:03
It seems to be working because as a team, yeah, be like previous messaging and
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stuff that
12:13
didn't say like, kind of it didn't set the person up.
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If you have multiple questions, let's focus on one at a time because people
12:20
used to come
12:21
in and just bump guard us and the AI with like a dozen questions.
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And it's, I'm going to struggle with answering 12 minutes on.
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Please just give me a minute.
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I'm at all at that point.
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And it's the same way.
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So like if we set them up for success, people are having way more success with
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it.
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I had somebody today that actually ignored this and threw out a dozen questions
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at it.
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It did really well, but it didn't answer all of them successfully because it
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was trying
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to, it was struggling to handle all of it contextually.
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Yeah.
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Okay.
13:01
Yeah.
13:02
And then we kind of throw out there that, you know, if at any time they want to
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do their
13:07
own self-surfing, they can say that and they'll take them back to that self-s
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urf workflow.
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And then if they ask to speak to a human at any time, it connects us.
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Like they don't have any hoops to jump through.
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It simply connects to the human team.
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It gives a little note about timing.
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No, I don't have that one.
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So that's kind of the initial prompt for the AI, which seems to be pretty
13:33
effective with
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users.
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It sets them up for success with the interaction.
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If they do do the self-surf workflow, they get into like what can we help with
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today and
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then they can choose their broad topics.
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So like, like I said, script install, script verification, privacy policy,
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understanding
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data, technical support, whatever.
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We do have what are called reusable workflows set up.
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So that way, it's not one massive workflow.
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They're chunked into different topics.
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So that way we can reference those different topics and pass people to them
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quickly and easily.
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So we have one for privacy policy.
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You can see there.
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So if somebody picks privacy policy, it sends them to the privacy policy,
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repeat it like
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reusable workflow because at that, any other point I need to send them there, I
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can do that.
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I can just call that coding term would be like an include.
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Same idea.
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We can pull that little segment.
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So the other last thing is just our our our user knowledge base.
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This is set up twofold.
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It's for our users.
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It's it's organized in a way that it's useful to our users.
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We've got like an overview.
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We have a getting started section that has everything you need on day one.
15:08
A million one install guys debugging your script verification script install
15:16
your had update
15:17
your privacy policy, how that your cookie banner, it gives you a checklist of
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everything
15:21
you need to do on day one.
15:23
And then it's broken into other things like here's how you use your dashboard,
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the individual
15:28
integrations, whether it's HubSpot, Apollo, Clay, what have you different
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features, some
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billing stuff, etc.
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So it's all organized for our users, but all the content is also organized and
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formatted
15:42
in such a way that our AI gets the most out of it because this knowledge base
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is the foundation
15:50
of our AI's brain.
15:52
So everything written in here is how the AI knows how to answer everything
16:00
amongst some
16:00
other sources, but that's the main part of it.
16:04
So anytime the AI kind of stumbles on a question or maybe it confuses some
16:11
context, I'll always
16:13
look at the original sources and figure out how it got two plus two equals five
16:19
And most of the time when it gets two plus two equals five and gives kind of
16:23
the wrong answer
16:23
contextually, it's because of praising I had won the other day that I used a
16:31
comma instead
16:32
of a period and it took two thoughts as one and using that it tied another
16:40
article there
16:41
and it answered wrong based on that.
16:43
And I was like, oh, that comma, cause that problem changed it to a period made
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two unique
16:51
thoughts and like now it literally, I've tested that same question and it doesn
16:55
't have
16:56
the same problem, which is cool.
16:58
So really it's like setting the expectations in the front end and then having a
17:05
super dialed
17:06
in knowledge base on the back end are like the two most important ways to get
17:13
people
17:14
good support in this regard.
17:16
Yeah, exactly.
17:19
Really quick, I do want to just go back to one thing, one question.
17:23
I just saw a pop up in chat.
17:26
So they said, if the AI is so smart, why do we need to define these connections
17:30
I'm assuming you're talking about these workflows.
17:34
So what you see on the screen here has nothing to do with the AI.
17:38
This is just the users, sorry, the users self-serve support.
17:45
So if they're doing the choose your own adventure thing, this part is
17:49
completely independent
17:50
of the AI altogether.
17:52
This is just the user guiding themselves to finding the right answer.
17:55
So I just wanted to answer that contextually.
17:58
Somebody also said, what are you using for your software?
18:01
And we are using intercom.
18:05
It's kick ass and they've got all kinds of stuff in there under the hood to
18:09
make this super
18:10
valuable.
18:12
Okay, so that intercom knowledge base right there, that's like the boot page
18:17
and then this
18:18
is just an example of an article.
18:20
It's all, this is how to add our script to Google tag manager.
18:25
It's got step by step process like login to GTM, intercom credentials, etc.
18:30
Everything you need to do to do that is in the article.
18:33
And then every article in the knowledge base is optimized for one, the human
18:39
reader and
18:39
two, the AI so it can answer this stuff.
18:45
And it's a look at our dashboard with that workflow that I mentioned earlier
18:53
when somebody
18:54
opens up the chat, they'd have the option ask a team, use our self-service
19:03
support, etc.
19:05
This is me going, asking the AI how much a thousand credits would cost per
19:10
month for the
19:11
whatever.
19:12
And then it's a source which is the RV to be photo plan page.
19:34
That page doesn't actually frame the pricing in that manner.
19:39
It's got two columns showing what the monthly price and what the annual price
19:42
is, but it doesn't
19:43
have any like, verbiage in it to form a sentence in that way.
19:48
Like it doesn't say if you choose to pay annually, you get a discounted break,
19:51
blah, blah, blah.
19:53
Based on the numbers we put in on that page, it has determined that it's
19:58
actually discounted
19:59
break, which is true.
20:00
It's what Adam Gipper takes 17%.
20:07
So yeah, it has taken our data and contextually determined that it's a discount
20:13
to get the
20:13
annual plan, which is absolutely true and correct.
20:17
So if you feed at the right info, it will give the right answers.
20:24
And then this one is just an example of me using that self-guided workflow.
20:30
I picked like updating my privacy policy.
20:33
It asked me a bunch of questions like which topic do you want?
20:37
Where do I need to add?
20:39
And then from there, it gave me the verbiage that we recommend to people add
20:45
into the privacy
20:46
policy.
20:47
So again, if I was this user looking for privacy policy info, I could find that
20:51
answer right
20:52
there.
20:53
It's all available.
20:55
Okay.
20:56
So that's the last of like the contextual slides.
21:02
I just have nothing else to kind of show out there.
21:04
I'm just sharing button.
21:06
There we go.
21:07
Awesome.
21:08
Yeah.
21:09
So yeah, that should again, just get some context to some of the stuff that
21:12
Adam talked about.
21:13
I'm going to talk about and answer questions about.
21:15
So great.
21:16
I have a few questions.
21:17
So I'm sharing questions that I'm here.
21:18
All right.
21:19
Let's go.
21:20
So Rob, is there anything special about our use case or ICP that makes this
21:25
automation easier?
21:27
What do you think what you just did is applicable to all tech or non-tech
21:34
businesses?
21:35
Yeah, I don't think there's like this general setup could be, it doesn't
21:42
necessarily need
21:43
to be used by a tech company.
21:45
Like you don't have to be a high tech company to use an AI support agent or
21:50
anything like
21:51
this.
21:53
There's a ton of value in reducing like it could be a mom and pop shop that
22:02
they get a lot
22:04
of questions with their office hours.
22:05
When you guys open or how much does this product cost?
22:09
It could be an e-commerce or how much does this product cost, etc.
22:12
And using this answer a lot of those questions will save your support team.
22:19
A lot of time and effort because you can, the way I initially set it up on day
22:24
one is back
22:25
when everything was running through my inbox and I was answering every question
22:30
, every
22:30
question before we had all this.
22:32
I went and looked at all the questions that I was starting to answer in every
22:37
day and started
22:38
setting up articles and workflows and stuff for that.
22:42
And once I wasn't answering all those questions all the time, it freed me up to
22:48
start
22:49
building this more.
22:50
And a lot of exponential growth with the more time I had free, the more time I
22:54
had to commit
22:55
to improving this and making it better, which then freed up more time.
23:01
So it's definitely doesn't have to be anybody.
23:08
Right.
23:09
So if that starts up or not.
23:13
Excellent.
23:14
So if somebody is out there listening to this and thinking they want to
23:22
automate their
23:24
support, right?
23:26
When is the right time to start and what kind of team are team members do they
23:31
need with
23:32
what kind of background?
23:34
Well, I mean, the right time to start is today.
23:42
There's that old, I've used this a few times, like feel that it's one's the
23:45
best time to
23:45
plant a tree.
23:46
Well, 20 years ago, the second best time is today.
23:51
Same applies.
23:52
Like if you haven't already started, the best time to get started is today.
23:58
The type of person that you want, like setting all this up, you don't need to
24:04
be able
24:04
to need a developer to do this.
24:08
Like you don't need a development background, you just need.
24:12
You train the AI the same way you would train a human employee.
24:15
So you're onboarding a new support person, train your AI the same way, give it
24:19
the same
24:19
information.
24:22
I didn't develop this AI at all.
24:27
That's it.
24:28
Intercom did it.
24:29
I was running on open AI's infrastructure.
24:35
All I did was train it on our stuff and how to answer these questions.
24:40
So you don't, again, you don't need a development background.
24:43
You're not going to be developing an AI chatbot.
24:47
You're going to be training a chatbot the same way you train a human member of
24:50
your team.
24:52
Having a bit of an analytical mind helps because you can see where things are
24:58
going wrong
24:59
and kind of fix it.
25:02
You kind of ask like what resources you would put behind it.
25:07
It's not something initially.
25:09
Like day one that you're going to be able to say, I'm going to put five hours
25:12
into this
25:13
a week and see success.
25:15
Like you're going to, at the start, you're definitely going to have to dedicate
25:19
somebody
25:20
to like building that out.
25:23
But over time, their involvement in it can lessen.
25:30
We've been lucky enough to, I've been lucky enough to be able to have this as
25:37
like the core
25:38
part of what I've been doing for the last little while.
25:42
But it's not my, like the main part of my job.
25:49
But yeah, just having somebody that at least initially is kind of dedicated to
25:54
helping build
25:54
it and get going goes a long way.
26:01
But realizing also that a lot of five hours a week isn't going to get you over
26:05
the finish
26:06
line any time soon.
26:08
Right.
26:10
So Rob, once you build this and it's working, how do you cope with change?
26:15
So if the pricing changes or the process or workflow or even product changes.
26:21
So how do you go back?
26:22
What's your cadence to keep this up to date?
26:27
Assuming I have heads up when changes are happening, which is in those cases, I
26:35
will try and
26:39
re-edit a bunch of articles and just not publish the changes.
26:44
So like we on June 6th, so about two months ago, we changed, you know,
26:48
completely changed our
26:50
price structure.
26:52
Twice.
26:53
Twice.
26:54
Yeah, that was far.
26:56
June 6th, we released new pricing and then June 6th by about 10 a.m. we
27:00
realized that we were
27:01
wrong.
27:04
So for June 6th, part one, I actually updated all the pricing articles and
27:12
stuff, leading
27:14
up to it.
27:15
And then when I got the green light that we flipped the switch, I went and hit
27:22
publish on a couple
27:24
of those articles.
27:26
Workflows, I wasn't that, no, sorry, workflows.
27:30
I did the same thing, I kind of pre-edited them, saved them as edits and then
27:35
published them.
27:37
Now the good thing is with the AI, it will go and update its knowledge as soon
27:45
as you update
27:46
an article.
27:48
So as soon as I published all those articles, the AI started ingesting them and
27:55
going, everything
27:56
I knew about the 495 plan is now gone.
27:59
Here's our new pricing structure and it expunged everything about 495 out of
28:05
its knowledge
28:06
and started going on the new structure.
28:08
And then later that day when we changed it again and I added the articles again
28:13
, it
28:13
undid everything I taught at that morning.
28:16
So as soon as I had published, it starts ingesting that content and updating
28:20
its knowledge and
28:21
evolves like that.
28:24
Nice.
28:27
So how do you know when you hit publish, it's not going to just start spouting
28:36
off a bunch
28:37
of nonsense?
28:38
Do you do any testing yourself by asking it or do you just wait for customers
28:42
to do it?
28:43
There's a test function in there where I can have the test conversation.
28:49
You're testing it and sort of dynamically changing and getting to an MVP level
28:52
of quality.
28:53
Yeah, it's absolutely not a spray and spray.
28:57
When I'm updating those articles, I'll go and like when we changed all the
29:02
pricing, I went
29:03
and started asking the AI with the test feature, asking common questions that
29:10
people would
29:10
have, especially when we got into our credit usage, right?
29:13
Like that is a completely different model.
29:17
So I started asking questions that I caught.
29:19
The users would ask and if it kind of, it stumbled, I went and added the
29:26
article.
29:27
So it wasn't just like a set it for get it walk away.
29:33
I again did my testing on this end, but also very much pay attention to the
29:38
conversations
29:39
that the AI is having with people and make changes daily based on those
29:45
interactions.
29:48
So a few months ago, I was reading, I think Air Canada has had some bad
29:56
experience with chat
29:58
bot on multiple instances, right?
30:00
So the one that was recently news is they taught their chat bot.
30:06
I think it was some variant of chat GPD, but they taught it to give incentives
30:11
and discounts
30:13
to disgruntled passengers and some passengers figured out how to trick it into
30:19
giving a lot
30:20
of discounts and this thing went to quote an AI Canada of course lost.
30:26
But how do you ensure that like other do you think about how much power you
30:34
should give
30:35
this chat box?
30:37
Yeah, well that's why I don't have it tied into our building platform.
30:44
It is somebody who's going to be sneaky.
30:48
It's not that there's a distress of people, but knowing that these are flawed,
30:57
like there's
30:58
some AI's, they are programmed to provide you with an answer that it thinks
31:07
will appease
31:08
you.
31:09
So often they hallucinate answers and you can kind of bend that to your
31:14
advantage like
31:15
the Air Canada case.
31:19
So I don't have it tied into a building system.
31:22
I don't have any knowledge in there about possible discounts or like free
31:30
credits or anything
31:31
like that.
31:32
It doesn't have that mold so it couldn't hallucinate that info.
31:37
I try to avoid it giving, I try to avoid giving it partial info like that.
31:45
So it can't.
31:49
I haven't run into anybody trying to do that yet so that's good.
31:52
I've known that somebody's rushing in there right now to do it.
31:56
So we will see.
31:58
Yeah, I again, I avoid that by just keeping it as far away from that as
32:05
possible.
32:06
Like I said, it doesn't have access to our building platform.
32:10
There's no way that if somebody asked for a restart on their trial, it goes to
32:17
a human
32:17
member of our team and then we handle it.
32:21
Because otherwise if you kind of programmed it to like restart somebody's trial
32:25
, if they
32:25
ask for it, well, somebody somewhere could be like, I'm just going to be free
32:30
forever
32:31
because I'm going to ask the AI and it's going to make me happy by giving me
32:35
that.
32:36
And while I very, very, very rarely tell somebody no one to restart or the
32:42
trial, we do, you
32:44
know, it's almost always in our best interest.
32:47
Really?
32:48
Yeah, you didn't get the script installed until day 29.
32:52
No problem.
32:53
We'll hook you up.
32:54
But if we gave anybody carte blanche to restart the trial just simply by asking
33:00
the AI, that
33:02
would be a terrible business practice.
33:04
We get around.
33:05
That was the way to use our BDB for free forever.
33:09
Didn't I just see a post about somebody going, hey, I stole leads from Adam
33:13
Robinson?
33:14
Oh, yeah.
33:15
Well, I know that would actually do.
33:17
I just thought it was hilarious that the guy's title, the guy's title on his
33:20
LinkedIn post
33:21
was, I have better hair than Adam Robinson.
33:23
That's his job.
33:24
And he does, by the way, it has like this curly like shoulder length locks.
33:32
It's really hilarious.
33:34
So, yeah, so I just want to ask the audience, is this, do you feel as listening
33:43
to this?
33:43
Is this something that you could like turn around and go attempt to do or does
33:47
it seem like
33:48
there's some distance between what we're saying and where you're at?
33:54
I'm just curious.
33:55
If you can chime in and give me your opinions, is this like, are you feeling
33:58
compelled to
33:59
go download Intercom and try to do this?
34:03
Yeah, seems pretty cut and dry.
34:05
That's what we're hoping for because we think it is.
34:09
And we think it's super valuable.
34:11
So that's what we're doing this.
34:13
And that's what we're going to do.
34:14
And that's what we're going to do.
34:15
And that's what we're going to do.
34:16
And that's what we're going to do.
34:17
And that's what we're going to do.
34:18
And that's what we're going to do.
34:19
And that's what we're going to do.
34:20
And that's what we're going to do.
34:21
And that's what we're going to do.
34:22
And that's what we're going to do.
34:23
And that's what we're going to do.
34:24
And that's what we're going to do.
34:25
And that's what we're going to do.
34:26
And that's what we're going to do.
34:27
And that's what we're going to do.
34:28
And that's what we're going to do.
34:29
And that's what we're going to do.
34:30
And that's what we're going to do.
34:31
And that's what we're going to do.
34:50
And that's what we're going to do.
34:51
And that's what we're going to do.
34:52
And that's what we're going to do.
34:53
And that's what we're going to do.
34:54
And that's what we're going to do.
34:55
And that's what we're going to do.
34:56
And that's what we're going to do.
34:57
And that's what we're going to do.
34:58
And that's what we're going to do.
34:59
And that's what we're going to do.
35:00
And that's what we're going to do.
35:02
And that's what we're going to do.
35:03
And that's what we're going to do.
35:04
And that's what we're going to do.
35:06
And that's what we're going to do.
35:07
And that's what we're going to do.
35:08
And that's what we're going to do.
35:09
And that's what we're going to do.
35:10
And that's what we're going to do.
35:11
And that's what we're going to do.
35:12
And that's what we're going to do.
35:13
And that's what we're going to do.
35:14
And that's what we're going to do.
35:15
And that's what we're going to do.
35:16
And that's what we're going to do.
35:17
And that's what we're going to do.
35:18
And that's what we're going to do.
35:19
And that's what we're going to do.
35:20
And that's what we're going to do.
35:30
And that's what we're going to do.
35:31
And that's what we're going to do.
35:32
And that's what we're going to do.
35:33
And that's what we're going to do.
35:34
And that's what we're going to do.
35:35
And that's what we're going to do.
35:36
And that's what we're going to do.
35:37
And that's what we're going to do.
35:38
And that's what we're going to do.
35:39
And that's what we're going to do.
35:40
And that's what we're going to do.
35:41
And that's what we're going to do.
35:42
And that's what we're going to do.
35:43
And that's what we're going to do.
35:44
And that's what we're going to do.
35:45
And that's what we're going to do.
35:46
And that's what we're going to do.
35:47
And that's what we're going to do.
35:57
And that's what we're going to do.
35:58
And that's what we're going to do.
35:59
And that's what we're going to do.
36:00
And that's what we're going to do.
36:01
And that's what we're going to do.
36:02
And that's what we're going to do.
36:03
And that's what we're going to do.
36:04
And that's what we're going to do.
36:05
And that's what we're going to do.
36:06
And that's what we're going to do.
36:07
And that's what we're going to do.
36:08
And that's what we're going to do.
36:09
And that's what we're going to do.
36:10
And that's what we're going to do.
36:11
And that's what we're going to do.
36:12
And that's what we're going to do.
36:13
And that's what we're going to do.
36:14
And that's what we're going to do.
36:17
And that's what we're going to do.
36:18
And that's what we're going to do.
36:19
And that's what we're going to do.
36:20
And that's what we're going to do.
36:21
And that's what we're going to do.
36:22
And that's what we're going to do.
36:23
And that's what we're going to do.
36:24
And that's what we're going to do.
36:25
And that's what we're going to do.
36:26
And that's what we're going to do.
36:27
And that's what we're going to do.
36:28
And that's what we're going to do.
36:29
And that's what we're going to do.
36:30
And that's what we're going to do.
36:31
And that's what we're going to do.
36:32
And that's what we're going to do.
36:33
And that's what we're going to do.
36:34
And that's what we're going to do.
36:44
And that's what we're going to do.
36:45
And that's what we're going to do.
36:46
And that's what we're going to do.
36:47
And that's what we're going to do.
36:48
And that's what we're going to do.
36:49
And that's what we're going to do.
36:50
And that's what we're going to do.
36:51
And that's what we're going to do.
36:52
And that's what we're going to do.
36:53
And that's what we're going to do.
36:54
And that's what we're going to do.
36:55
And that's what we're going to do.
36:56
And that's what we're going to do.
36:57
And that's what we're going to do.
36:58
And that's what we're going to do.
36:59
And that's what we're going to do.
37:00
And that's what we're going to do.
37:01
And that's what we're going to do.
37:04
And that's what we're going to do.
37:05
And that's what we're going to do.
37:07
And that's what we're going to do.
37:08
And that's what we're going to do.
37:10
And that's what we're going to do.
37:11
And that's what we're going to do.
37:12
And that's what we're going to do.
37:13
And that's what we're going to do.
37:14
And that's what we're going to do.
37:15
And that's what we're going to do.
37:16
And that's what we're going to do.
37:17
And that's what we're going to do.
37:18
And that's what we're going to do.
37:19
And that's what we're going to do.
37:20
And that's what we're going to do.
37:21
And that's what we're going to do.
37:22
And that's what we're going to do.
37:23
And that's what we're going to do.
37:33
And that's what we're going to do.
37:35
And that's what we're going to do.
37:36
And that's what we're going to do.
37:37
And that's what we're going to do.
37:38
And that's what we're going to do.
37:39
And that's what we're going to do.
37:40
And that's what we're going to do.
37:41
And that's what we're going to do.
37:42
And that's what we're going to do.
37:43
And that's what we're going to do.
37:44
And that's what we're going to do.
37:45
And that's what we're going to do.
37:46
And that's what we're going to do.
37:47
And that's what we're going to do.
37:48
And that's what we're going to do.
37:49
And that's what we're going to do.
37:50
And that's what we're going to do.
37:51
And that's what we're going to do.
37:53
And that's what we're going to do.
37:54
And that's what we're going to do.
37:55
And that's what we're going to do.
37:56
And that's what we're going to do.
37:57
And that's what we're going to do.
37:58
And that's what we're going to do.
37:59
And that's what we're going to do.
38:00
And that's what we're going to do.
38:01
And that's what we're going to do.
38:02
And that's what we're going to do.
38:03
And that's what we're going to do.
38:04
And that's what we're going to do.
38:05
And that's what we're going to do.
38:06
And that's what we're going to do.
38:07
And that's what we're going to do.
38:08
And that's what we're going to do.
38:09
And that's what we're going to do.
38:10
And that's what we're going to do.
38:20
And that's what we're going to do.
38:21
And that's what we're going to do.
38:22
And that's what we're going to do.
38:23
And that's what we're going to do.
38:24
And that's what we're going to do.
38:25
And that's what we're going to do.
38:26
And that's what we're going to do.
38:27
And that's what we're going to do.
38:28
And that's what we're going to do.
38:29
And that's what we're going to do.
38:30
And that's what we're going to do.
38:31
And that's what we're going to do.
38:32
And that's what we're going to do.
38:33
And that's what we're going to do.
38:34
And that's what we're going to do.
38:35
And that's what we're going to do.
38:36
And that's what we're going to do.
38:37
And that's what we're going to do.
38:39
And that's what we're going to do.
38:40
And that's what we're going to do.
38:41
And that's what we're going to do.
38:42
And that's what we're going to do.
38:43
And that's what we're going to do.
38:44
And that's what we're going to do.
38:45
And that's what we're going to do.
38:46
And that's what we're going to do.
38:47
And that's what we're going to do.
38:48
And that's what we're going to do.
38:49
And that's what we're going to do.
38:50
And that's what we're going to do.
38:51
And that's what we're going to do.
38:52
And that's what we're going to do.
38:53
And that's what we're going to do.
38:54
And that's what we're going to do.
38:55
And that's what we're going to do.
38:56
And that's what we're going to do.
39:06
And that's what we're going to do.
39:07
And that's what we're going to do.
39:08
And that's what we're going to do.
39:09
And that's what we're going to do.
39:10
And that's what we're going to do.
39:11
And that's what we're going to do.
39:12
And that's what we're going to do.
39:13
And that's what we're going to do.
39:14
And that's what we're going to do.
39:15
And that's what we're going to do.
39:16
And that's what we're going to do.
39:17
And that's what we're going to do.
39:18
And that's what we're going to do.
39:19
And that's what we're going to do.
39:20
And that's what we're going to do.
39:21
And that's what we're going to do.
39:22
And that's what we're going to do.
39:23
And that's what we're going to do.
39:26
And that's what we're going to do.
39:27
And that's what we're going to do.
39:28
And that's what we're going to do.
39:29
And that's what we're going to do.
39:30
And that's what we're going to do.
39:31
And that's what we're going to do.
39:32
And that's what we're going to do.
39:33
And that's what we're going to do.
39:34
And that's what we're going to do.
39:35
And that's what we're going to do.
39:36
And that's what we're going to do.
39:37
And that's what we're going to do.
39:38
And that's what we're going to do.
39:39
And that's what we're going to do.
39:40
And that's what we're going to do.
39:41
And that's what we're going to do.
39:42
And that's what we're going to do.
39:43
And that's what we're going to do.
39:53
And that's what we're going to do.
39:54
And that's what we're going to do.
39:55
And that's what we're going to do.
39:56
And that's what we're going to do.
39:57
And that's what we're going to do.
39:58
And that's what we're going to do.
39:59
And that's what we're going to do.
40:00
And that's what we're going to do.
40:01
And that's what we're going to do.
40:02
And that's what we're going to do.
40:03
And that's what we're going to do.
40:04
And that's what we're going to do.
40:05
And that's what we're going to do.
40:06
And that's what we're going to do.
40:07
And that's what we're going to do.
40:08
And that's what we're going to do.
40:09
And that's what we're going to do.
40:10
And that's what we're going to do.
40:13
And that's what we're going to do.
40:14
And that's what we're going to do.
40:16
And that's what we're going to do.
40:17
And that's what we're going to do.
40:18
And that's what we're going to do.
40:19
And that's what we're going to do.
40:20
And that's what we're going to do.
40:21
And that's what we're going to do.
40:22
And that's what we're going to do.
40:23
And that's what we're going to do.
40:24
And that's what we're going to do.
40:25
And that's what we're going to do.
40:26
And that's what we're going to do.
40:27
And that's what we're going to do.
40:28
And that's what we're going to do.
40:29
And that's what we're going to do.
40:30
And that's what we're going to do.
40:31
And that's what we're going to do.
40:41
And that's what we're going to do.
40:43
And that's what we're going to do.
40:44
And that's what we're going to do.
40:45
And that's what we're going to do.
40:46
And that's what we're going to do.
40:47
And that's what we're going to do.
40:48
And that's what we're going to do.
40:49
And that's what we're going to do.
40:50
And that's what we're going to do.
40:51
And that's what we're going to do.
40:52
And that's what we're going to do.
40:53
And that's what we're going to do.
40:54
And that's what we're going to do.
40:55
And that's what we're going to do.
40:56
And that's what we're going to do.
40:57
And that's what we're going to do.
40:58
And that's what we're going to do.
40:59
And that's what we're going to do.
41:01
And that's what we're going to do.
41:02
And that's what we're going to do.
41:03
And that's what we're going to do.
41:04
And that's what we're going to do.
41:05
And that's what we're going to do.
41:06
And that's what we're going to do.
41:07
And that's what we're going to do.
41:08
And that's what we're going to do.
41:09
And that's what we're going to do.
41:10
And that's what we're going to do.
41:11
And that's what we're going to do.
41:12
And that's what we're going to do.
41:13
And that's what we're going to do.
41:14
And that's what we're going to do.
41:15
And that's what we're going to do.
41:16
And that's what we're going to do.
41:17
And that's what we're going to do.
41:18
And that's what we're going to do.
41:28
And that's what we're going to do.
41:30
And that's what we're going to do.
41:31
And that's what we're going to do.
41:32
And that's what we're going to do.
41:33
And that's what we're going to do.
41:34
And that's what we're going to do.
41:35
And that's what we're going to do.
41:36
And that's what we're going to do.
41:37
And that's what we're going to do.
41:38
And that's what we're going to do.
41:39
And that's what we're going to do.
41:40
And that's what we're going to do.
41:41
And that's what we're going to do.
41:42
And that's what we're going to do.
41:43
And that's what we're going to do.
41:44
And that's what we're going to do.
41:45
And that's what we're going to do.
41:46
And that's what we're going to do.
41:48
And that's what we're going to do.
41:49
And that's what we're going to do.
41:50
And that's what we're going to do.
41:52
And that's what we're going to do.
41:53
And that's what we're going to do.
41:54
And that's what we're going to do.
41:55
And that's what we're going to do.
41:56
And that's what we're going to do.
41:57
And that's what we're going to do.
41:58
And that's what we're going to do.
41:59
And that's what we're going to do.
42:00
And that's what we're going to do.
42:01
And that's what we're going to do.
42:02
And that's what we're going to do.
42:03
And that's what we're going to do.
42:04
And that's what we're going to do.
42:05
And that's what we're going to do.
42:06
And that's what we're going to do.
42:16
And that's what we're going to do.
42:17
And that's what we're going to do.
42:18
And that's what we're going to do.
42:19
And that's what we're going to do.
42:20
And that's what we're going to do.
42:21
And that's what we're going to do.
42:22
And that's what we're going to do.
42:23
And that's what we're going to do.
42:24
And that's what we're going to do.
42:25
And that's what we're going to do.
42:26
And that's what we're going to do.
42:27
And that's what we're going to do.
42:28
And that's what we're going to do.
42:29
And that's what we're going to do.
42:30
And that's what we're going to do.
42:31
And that's what we're going to do.
42:32
And that's what we're going to do.
42:33
And that's what we're going to do.
42:36
And that's what we're going to do.
42:37
And that's what we're going to do.
42:39
And that's what we're going to do.
42:40
And that's what we're going to do.
42:42
And that's what we're going to do.
42:43
And that's what we're going to do.
42:44
And that's what we're going to do.
42:45
And that's what we're going to do.
42:46
And that's what we're going to do.
42:47
And that's what we're going to do.
42:48
And that's what we're going to do.
42:49
And that's what we're going to do.
42:50
And that's what we're going to do.
42:51
And that's what we're going to do.
42:52
And that's what we're going to do.
42:53
And that's what we're going to do.
42:54
And that's what we're going to do.
42:55
And that's what we're going to do.
43:05
So Adam, we are out of questions.
43:10
Look,
43:12
you know, if anybody else wants to ask Rob or us anything, you can.
43:19
I don't mind.
43:21
wrapping early, because we've never done that,
43:23
giving people 15 minutes back.
43:26
I do want to plug next week.
43:30
Next week, Sanchez and I are going to sit in the woods
43:32
and meditate and try to come up
43:34
with our next great product idea separately,
43:37
but on the same trip.
43:38
I did it last year, Sanchez sort of loved the mood
43:42
that I was in when I came back,
43:43
so we're gonna fly to Aspen,
43:45
we're gonna go into the woods
43:48
and then separate and then join up six days later.
43:50
And figure out what we learned.
43:53
So we're not gonna be here.
43:55
Pete Crowley is gonna be the host.
43:57
Pete Ron's growth for us, he's our head of growth.
44:01
He is going to have the understory guy overstory.
44:06
(laughs)
44:07
Is it understory, overstory?
44:08
Our LinkedIn thought leadership ad agency,
44:12
they're going to be on our show
44:13
and they're gonna show you everything about our ad account.
44:16
So what, yeah, understory.
44:20
What are the ads we're running?
44:22
What are the audiences we're running?
44:24
What are, how are they doing?
44:26
What are the metrics?
44:27
What's our row as?
44:29
How to think about row as with thought leadership ads
44:31
'cause it's not quite the same as a direct response
44:34
with thought leadership ad.
44:35
They'll show you the actual posts.
44:38
They're going to do what no one else would do,
44:41
which is actually show you inside of our account.
44:43
So don't miss that one.
44:46
It'll be great.
44:48
I'll drop the registration link in to the chat.
44:52
It's the same registration link is this week.
44:55
It's always the same.
44:58
So, yeah, I mean, that's all I have to say.
45:03
Let me just drop the same work link.
45:04
So you guys have it.
45:08
Whoops, invalid meeting ID.
45:17
Sorry.
45:17
Rob, thank you very much for coming on.
45:26
- No problem.
45:27
- People are saying that it was valuable.
45:30
By the way, Rob Clark,
45:34
Rob with 2B's Clark with an E.
45:37
He writes about this stuff on LinkedIn, if you want to follow him.
45:40
- Just to say that,
45:43
that's following in Adam's very big footsteps,
45:48
a little bit here and trying to work in public
45:52
with a lot of this.
45:53
Anytime I have a win, I share it, any stats,
45:57
any misses, I share those two.
46:01
Like, hey, I screwed up on this or whatever.
46:06
And it's not just AI support stuff.
46:09
It's also just talking about how I'm using AI.
46:12
Like, our home life, I mentioned,
46:14
they using it for homework with my daughter.
46:18
Super useful in that regard too.
46:20
Like, anytime I find something useful with AI,
46:23
I'll kind of share it.
46:24
But also our B2B support success and public.
46:29
- Well, everybody, thanks for coming today.
46:34
This will be published live on our YouTube channel tomorrow.
46:36
There will be a freebie that you can get,
46:38
which are the slides that Rob published.
46:39
So you can see how we're setting everybody up.
46:41
And different kind of stuff we're doing.
46:44
And thank you very much.
46:47
Hope to see you next week, even though Santer Shennel
46:49
will not see you next week.
46:50
Next week could be the best show of all.
46:54
Nothing against this show, Rob.
46:55
But people want to know the metrics, you know?
46:58
- Oh, no, it's okay.
46:59
- They want to see what's going on.
47:02
BIA, Pete says that it will.
47:04
- Pete's the man.
47:05
So I'm not competing with Pete.
47:08
- They want to see what's going on
47:10
with the numbers behind the curtain.
47:12
Cool, with that, everybody have a great rest of the day.
47:15
Enjoy this 10 minutes you got back.
47:17
And we will see you next week.
47:21
Oh yeah, there's Rob just in like,
47:23
I'll just let people, I'll wait 60 seconds to close out
47:26
if you want to sign up for the thing.
47:28
- My bad.
47:29
- Sorry.
47:30
- Bye everybody.
47:30
Bye everybody.
47:33
Great show Rob, thank you very much.
47:36
- Thanks Adam.
47:37
- Thanks on touch.
47:38
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