Close 40% More Sales with AI - Sebastian Jimenez |

Welcome back to the show. I'm your host, Phil Risher. And on today's episode, we're going to be discussing how to use AI to improve your outside sales for your home service business with Sebastian Jimenez. Thanks so much for joining us today, man.

Thank you for having me. I'm so excited, man. Thank you so much.

Yeah, absolutely. So Sebastian is the founder and CEO at Rilla Voice, and also a former stand up comedian. That is correct, yeah. So can you tell us what is Rilla and how does home service businesses use it?

Yeah. So Rilla is the leading speech analytics software for the home improvement industry. And so what that means is when your technicians or comfort advisors, design consultants, they go out and talk to homeowners in the home. They record their conversations on the Rilla mobile app. And then we use AI to automatically transcribe, analyze, and give them feedback to help them improve their sales and to help their service managers, their sales managers do what we call virtual ride alongs that are 100 times faster, better and more productive than physical ride alongs. And so, you know, a lot of contractors, they do physical ride alongs. They send service managers out and they fill out a curbside pickup form or they have a service system or they have a sales process, right? So you can think of Rilla as, you know, as your assistant sales manager that's going out and doing those ride alongs for you. Because the conversation will be recorded, right, with the phone. It'll be transcribed into text using speech to text ASR, automated speech recognition. Then after we have the transcription, we are using natural language processing that's powered by GPT4 to literally score those conversations for you automatically, just like a service manager would. It literally tells you that the technician do the greeting step. How did they do from a one to a five? And it gives them a three and it tells you, yeah, they did the greeting, but they forgot to ask the customer if their truck was parked. Okay? So that's why they got a three out of five. And it'll literally do that automatically. And there's like a bunch of other things that it does, but for home service contractors, that's like the easiest way to understand this is an assistant sales manager that's automating your curbside pickup form or your, you know, your, your scorecard for your ride alongs automatically.

Yeah. I think that's awesome. That's the one thing that I was like, man, when I saw Rilla, I'm like, this is amazing. Because the ride alongs, you got to take your sales manager, take him out into the field and then you. It's. There's not any real rhythm to it, aside from whatever your sales manager says. But when you have actual data science that's saying, hey, this is. It took you this long to get here, this long to get here, and almost that instant feedback, there's no way that you can't improve your sales when you get that feedback in.

So, yeah, I mean, it's, it's like when we ask sales managers all the time, ride alongs are super powerful, they're super effective. We love ride alongs. And we ask them, like, you know, when you go out with on ride alongs, do you see that there's an uptick in performance from your, from your reps? And they say, absolutely. You know, they increase their conversion rates by 30%, 40%, 50%, 100% when I'm out there with them and they're doing everything they're supposed to be doing. But the problem with physical ride alongs is that they're so time consuming and hard to schedule and just like, there's so much that you have to do to do a physical ride along that you only end up doing it like maybe like once a week, twice a week if you're the best of sales managers or service managers. And, and so it's never consistent. So you're only seeing like 2% of the totality of the appointments. With a tool like Rilla, what you're doing is you're really just saying, hey, this optic that I'm seeing from my ride alongs, let's just make that the norm. Let's just, let's just, hey, let's just get everybody's conversion rate at this level and keep them there. Because now you have a coach that's literally in every single appointment, every single day, every single time.

So I completely agree. In preparation for this, I was looking up kind of the history of Rilla and did I hear right? They used to use this on dates or something?

Yeah, yeah. When we got started. So one of the really difficult challenges that we faced starting this company is that nobody had really like, if you think about it, one of the biggest innovations that Rilla brought to market, beyond the AI, beyond the speech recognition, all these different things, was just the fact that we, we never had a recording, you know, and for these conversations, it was, you know, like, we've heard of a few customers during COVID They started like having their technicians call the service manager and put their phone in their pocket and they were like, kind of like streaming the phone Call. Some people were recording already, but just the recording itself had never been a concept that was scaled like nobody was really recording those conversations consistently, you know what I mean? And so we, there was never. And if you look online, there's no data set of real world, face to face conversations that are happening in the real world. Because most of the recordings that we have is from call centers, from Zoom meetings like this. Right. And so there was no data set to. And it's really difficult to train AI to understand in person audio because it's very noisy, there's multiple speakers talking, there's noise in the background, there's cars whizzing by, there's tv, there's kids screaming. Like there's a bunch of things that are happening in an in person audio that you don't get when you and I are talking in like this very clean kind of like online setting. And so we had to find real world data to train our AI. So I said, hey guys, I'm going to go on a couple of Tinder dates now and I'm going to put on this audio recording. I would tell her, hey, I'm going to be recording this conversation for quality and training purposes lady. And she was like, what? And the dates went horrible. But the audio was great for training, so whatever.

That's awesome.

Yeah.

And I think it took you a little bit to figure out, wow, home services is our niche or our, our area, right?

Yeah, yeah. Because when it happens, like all the time when people start companies, a lot of tech founders, they fail because they've never find product market fit. And the reason why they don't find product market fit is a lot of tech founders, they're very tech oriented, they're very techy, they're engineers, right. So when they try to find product market fit, they think all about the product. It's like if I just built this one feature or I make this technology work this way, I'm finally going to find product market fit. Well, product market fit is a two sided equation. And the side of the equation that matters most at the beginning and until the end of the company's history is the market side of the equation because the market pulls everything. There's a great venture capitalist that has a quote that says if you have a great team with a great product with a shitty market, the market wins and the market pulls down the great team. If you have a horrible team with a horrible product on a great market, the market wins because the market pulls everything. Right? And so market matters so much. Right. And we knew that. And it's the reason why Amazon won. Right? That's why Amazon won the Internet. That's why Amazon ceased the day and won the generations. Because if you think at Amazon, have you heard of a company called Web Band?

No.

Exactly. So, so Webvan was basically like selling things online like Amazon, but instead of focusing on the market for books like Amazon did, they focused on the market for groceries. So web and was like Instacart back in the 1990s, which was a horrible time to go after that market with the shitty logistics that the Internet had. There was like no logistics. It was really pricey. You know, you couldn't get groceries delivered in time really effectively because there was no people with iPhones and connected to the Internet. So webvan, with the same technology, the same kind of product that Amazon had, they failed because they went for the wrong market. Well, Amazon won because they went for the right market, which was books, where there's high willingness to wait, you can wait two weeks to get your books, there's less price sensitivity. So all these things were market driven. And so when we started Rilla, we had to go on like so many different markets to find. Where does this concept of analyzing conversations face to face, where, where does it actually slap so much that the early customers are going to be willing to give us the benefit of the doubt, to be willing to be dealing with our bugs and with our crappy products or crappy technologies? It's just on its nascency, right. Where is that market? And if you think of home services like we launched in food and beverage, right. When you ask food and beverage companies like that sell liquor or sell Coca Cola, when you ask the CEOs of these companies, who is your top salesperson? Right. You know what the number one answer is? What they say? I don't know. They have no idea. Because if you're selling, let's say that you have a Coca Cola sales rep and you ask the Coca Cola CEO who's your top salesperson, who's going to say, well, it depends, I don't know. Because you could have the best salesperson in the planet trying to sell Coca Cola in Williamsburg, Brooklyn, where all of these hipster store owners want to, you know, grow their own sugar cane cola from their own toilet. And you're not going to be able to sell Coca Cola, not because you're not a good salesperson, but because. Because the Coca Cola, the product, the brand is not really adept for this kind of marketing. Williams or Brooklyn. Right. So there's so many variables that influence the sale for a fruit and beverage brand. But for home services, when you ask a home service CEO, home services, who's your top salesperson, they're going to say, Bob, Stephanie, they're going to say exactly who it is because they know that those are the biggest revenue drivers for their company. You know, I've been on so many ride alongs myself where the top salespeople, they just do these simple things, right. That actually make like a 30%, 50%, 100% difference. And whether you're going to make a $20,000 replacement sale or you're just going to sell a repair. Right. Just like the people that take the time to do the inspection. Like it matters. The people matter so much in home services, especially the people who can talk to others and sell that. It's not just like one of the business drivers is one of the top business drivers. So when you have a tool that helps you improve that aspect of your business, it has a tremendous impact on the top line and the bottom line. Right. Unlike any other industry. So that's why this, this market was like, yes, please give it to us. You know what I mean? We're just pulling it out of our hand.

Yeah, I completely agree. Nothing happens until you sell something. And if you can pinpoint who your top salespeople are, hopefully then you can coach the other people. And to be like them. Yes, be exactly like them. And that's what I think is, is very enticing. So you, you, you've listened or recorded or had AI analyze over 500,000 calls or something even more probably by now.

Yes, we're doing that like in a month right now.

Yeah, exactly. So can you mention that there's some of these main core principles that people are hitting to perform? Can you talk about maybe some of the things that you found in your findings?

Yeah. So, Phil, the research that you're mentioning, we did an analysis of 500,000 sales conversations across different industries. You know, H vac plumbing, electrician, window siding, doors, flooring, roofing, solar. Like we saw like a lot of in home sales and service people. How do they talk? Right. And we looked at, from these 500,000 sales conversations, it was really interesting to us to look at the top 1% of top performers. What is it that they're doing differently than everybody else to bring in 5 million, $7 million, $8 million of annual revenue back into their business? These are people that are making close to a million dollars themselves a year in commission. Right. So like, these are like really like superstar top producers from across different industries. And we wanted to understand what is the science behind what they're doing, right? Let's look at the game film. Let's look at what the data says that these people are doing differently than everybody else. Right? Because you know, if any other sport you can see what the greats did and try to mimic them. But in sales, everything's a black box. You can never see exactly what they're doing until now. Right? So we looked at what is it that the top producers are doing differently than everybody else. And we looked at a bunch of different metrics. The first thing that we figured out is a talk ratio. Top performers, top 1% of top performers across the country that are bringing in millions of dollars to their business, they are talking 45 to 65% of the time versus the average salespeople. They're talking 75 to 85% of the time. Right? So there's a, you know, 75 to 85% of the time those guys sound like the ShamWow guy, you know, where they're just like, but listen, Mrs. Homeowner, there's more. My H vac unit is powered by the sun and it's going to decrease your cause, it's going to increase your stuff. And there's more. We got financing, we got. And they keep talking and talking and talking and talking. The top performers, they make it a conversation. They don't make it an ad, Right. Because they're talking almost like 50, 50 with the homeowner. Right? And the way they do that. The second piece of data that we found was that the top performers, in order to talk less, you know, in the conversation than the average performers, they ask five times the number of open ended questions, right? So the average technician or service rep or sales rep, they go into the home and they ask open ended questions, five open ended questions at the beginning they say, oh, what brings us here today? How long have you been in the home? What seems to be the issue? You know, what would you like us here to do? Like what? You know, like they just ask the basic questions. At the beginning, the top performers, they do that. But throughout the conversation in the demo, when they're presenting the demo, after the inspection, they stop and they say, what about this resonated with you, Mrs. Homeowner? Or hey, it seems like this is not resonating with you. What about this doesn't resonate with you? So I can fine tune what I'm talking about. So I don't want to bore you, right? They stop and ask an open Ended question during the demo, right? They just, they don't just keep going. They interact during objection. Handling the top performers, the average performers, instead of understanding the objection and stopping and thinking, what is a homeowner really trying to tell me? Right? They care about. They go and they just start debating the objection. The homeowner goes on fight or flight. They don't. They feel defensive, they pull back. Right. The top performers, what do they do? They respond to objections with what? Open ended questions. Price is too high. What makes you think that? What makes you say that? You see what I'm saying? Let them talk more. Okay, well, I had a contractor who came here and gave me like, you know, a quote for like, you know, less than half of what you're quoting me. Okay, what can you tell me about this contractor? Okay. And then they start digging in and understanding what really is the root of the objection. Right? And so open ended questions, to talk less when you're handling objections. The other thing we found is that the top performers, average performers, they speed their. They speed up their talk speed, right? So we measure how many words per minute. I talk really fast. I talk with like 220 words per minute, right? The average human being talks between 160 and 170 words per minute. Right? And there's no difference between the top performers and the average reps. Or some people talk fast, some people talk slow. The average is the same. But when the conversation gets to the final third, when the objections start coming in, the average reps, they tend to speed their conversation rate up, right? They speed it up because they get scared. They start debating the objection. They feel nervous, their heart rate increases. The top performers do the total opposite. They slow down and maintain their heart rate, maintain their conversation speed. And they ask the homeowner, what makes you think that they slow down the conversation so that the homeowner doesn't even feel like they're debating and they don't even feel like they're objecting, right? Because the top performers just like genuinely trying to ask you questions like a doctor. Like, okay, it seems to be a pain point here. Like, what. Tell me a little bit more about this. What's. What seems. What makes you think that this is the price that's too high that you're willing to. That you're not willing to bear. What makes you think that? Right? They don't, they don't start, you know, getting defensive. So there's like all these different. I mean, there's a bunch that we found out because. But those are like, if you Think about it, those simple things, like ask more open ended questions. Like try. It's like a Jedi mind trick. It's insane, right? It's crazy for most people. It's like such a simple thing, man. Just like ask an Open ended question. 1, 2, 3. Like just start doing that. You'll see that your talk ratio will start coming down. With tools like Rilla, you can actually measure your talk speed and your talk ratio so you can keep yourself on track, you know what I mean? And you'll see what difference. Like we literally had a guy who said like, oh my God, I hate it, Rayla, at the beginning because you know, I'm getting recorded. And then he just started looking at his talk ratio. That's all he looked at. He tried to get it down to 50%. He was up to 85%, right. Like the average person, he started looking at his talk ratio. First month, he lowered his talk ratio to 45% and he started closing 30% more. Right. Like he was making 30% more money in his pocket for him, for his family. It's just crazy what you can do with just like controlling the way you talk and what you say to homeowners, you know what I mean?

So, yeah, it's so funny that we brought that up because we were mentioning this book, the Story brand before. And in this book he talks about like, you're not the hero, the customer is the hero. You're the guy in this situation. And to your point is when you ask these open ended questions like the how to win friends and influence people, you know, like you should be talking more about them than yourself.

Correct. I mean, one of the. And that's one of the other data points that we figured out is that the top performers, they spent almost two times more time in the home talking to the customer than the average reps. And a lot of technicians, a lot of comfort advisors, they fear this, number one, because they're like, I need to do my thing and get the hell out of here. Go to the next one. Number two, it's because they feel weird staying so long in the home. They're like, how could I possibly spend an hour and a half here? Or two hours? How could I possibly do that? Well, the reason you feel uncomfortable with doing that is because you can feel the homeowner pulling back and getting disinterested as the conversation goes on. And so naturally you pull back and you want to get the hell out of there. The top performers, the conversation doesn't feel that way because it's a conversation the homeowner is having such a great time, they're having so much fun because they're finally like most people never have somebody in their lives who actually listens to them. Right. Like not even in their own family. People always want to talk about themselves. Right. And so like they're surrounded by people who want to do that. Right. So if you just stop and ask them questions to get to know them and let them talk, you will see that those two hours will feel like 10 minutes because they will be having so much fun with you and they'll be having such a great time, they'll feel like they're talking to a friend. And so you can actually spend more time in the home, like flawlessly without doing any effort. Right. Like if you put the effort in asking the open ended questions at the beginning, you'll see that your talk rate will start going down, the talk time in the home will start going up because your conversations will get longer because you'll naturally start learning more about the customers. And in the customer, they'll have such a great experience with you even though you spent two hours in their home. Right. Because it won't feel like get the hell out of my house. I don't want to keep hearing this jibber jabber about how the wires in the system are set up. I don't care.

Yeah, definitely. So Rilla, you have an app, you start recording, you go to the house or you start talking to the homeowner and you will probably say like, hey, I'm recording this, you know, for quality assurance, whatever. And then as you're talking to the customer, it's recording your stuff, putting it through an AI model. And then afterwards you're getting this report spit out, saying all these different things that you need to work on. And then your, your manager or something is getting that and then it ties into a CRM, correct. To kind of connect the dots.

Yeah.

So if someone is worried about asking for recording, is that, have you come up, do people give you pushback on that or is it pretty?

No, no, no. So like the, the. So there's three things that happen with the recording. One is the legality. People are always concerned about the legality. That's the easiest concern because it's just like the law is very clear. It's like binary. There's no gray areas. It's like, is it legal or is it not legal? And there's a legal way to do it and there's a non legal way to do it. Right. If you're in a one party consent state, like 40 states out of the 50 in America, you don't have to worry about it because you have the consent of the technician to record the conversation, right? In 10 out of the 50 states that are two party consent states like California, Massachusetts, Maryland, Pennsylvania, Illinois, Washington, Montana, Florida, I'm missing like two. They. You just have to let the homeowner know in advance that you're going to be recording the meeting, right? And you can let them know through your website. You put a disclaimer through your call center, you put a disclaimer and the dispatch, you know, in the text messages that you sent for dispatch, you put a te message there. And obviously you can have your technicians literally say in the home, hey, just, you know, Mrs. Homeowner, we're going to be recording this meeting for quality and training purposes, right? Very simple. Yeah. The legality, simple. The homeowner that. The homeowner that never gives a crap about the fact that people tell them that they're going to be recording the conversation. We literally have customers in California that tell their homeowners all the time that they're going to be recording the conversation, and they say something as simple as, hey, Mr. Homeowner, thank you so much for letting us into your home today. I know you're busy, so what we're going to do today is I'm going to do an inspection of the full house to make sure that while I'm here, I can give you, like, the best experience possible and bring out any issues that you might not even be aware of. This homeowner, I'm going to be giving you a presentation of everything I find. I'm going to be recording our conversation here today just to make sure I don't miss anything. For quality and training purposes. That's okay with you. And, and, you know, and I'm going to, you know, and I'm just going to start it. And homeowner goes like, absolutely, yeah, go ahead, do your thing. They. And then what we have seen actually, and 90, 98.5% of the time in California, we have data from this, the homeowner says, absolutely, go ahead, do your thing. So 98.5% of the time, homeowners don't give a crap. What we have seen also is that you recording the meeting. And I didn't expect. This does two things for your company. If you're letting the homeowner know that you're recording, number one, you look more professional, right? Because you're going in with the uniform, you're putting the, the how does it call the thing that you put on your. The shoe covers. You're putting the shoe. You're coming in with a tablet. You think about the contracting industry. Homeowners are expecting, you know, like some. Some. Some truck in a truck to come by and, you know, like. Like with the idea that people have a plumber, but then you have a professional person showing up. And when you say, hey, we're recording all of our meetings, recording and training purposes, that just adds to the brand of, you know, professionalism that your company wants to impress upon homeowners, right? That's the number one thing. Number two thing. A lot of the interactions that happen in home services happen with a male contractor, a male technician and a female homeowner. The wife, the mom, right? And they're alone in the home a lot of the times, right? It's not with their husband. So what we have seen, actually, is that the female homeowners get so comfortable with the fact that, oh, this conversation is recorded. It makes them feel like a little bit safer. Like, oh, my God, I have a strange man in my house who's coming in here. And I feel good now that the conversation is being recorded because it's not like, you know what I mean? It's like a weird psychology that happens. It's like, oh, I feel safe now. I feel good. You know what I mean? So we've never, ever seen a problem with a homeowner. Like I said, in California, we see less than, you know, less than 2% of the time. Homeowners say that they don't want the recording for whatever reason, but 98% of the time, you're fine.

Yeah, that's a good point. I think a lot of people get so weirded out by that, but it's just a normal thing. Like, calls are recorded, people are recorded.

Homeowners are recording your conversations, man. Like. Like, we literally had a call, a recording with. I think it was in Illinois. This is a window wrap. He goes in the home and he says, Ms. Almoner, just, you know, we're going to be recording this meeting for calling, training purposes. And the audio homeowner says, oh, yeah, I know. I'm recording this meeting too. And the. And the guy goes, he didn't get it. He was like, oh, no, no, Mrs. Homeowner, like, we have to record these meetings requiring and training purposes. He's like, no, no, you're not understanding me. I'm recording you on this side also. And he goes, oh, recording me. I'm recording this. A Mexican stand Up. We're recording. So homeowners have ring cameras. They have Alexis in their home. They're recording everything, right?

That's right.

So, like, people already are accustomed to the fact that this is happening in the call center and everything. So we've never seen the big problem. The big pushback that you do get is from your own technicians. It's never from the homeowner. The technicians have the pushback.

That's what I was going to ask you, because one of my buddies, he actually works at one of the large window companies, and I know that y' all work with them, and I was like, hey, man, do you use this? And he's like, I don't want big brother watching me. Yeah, if it could close, if it could help you close 30% more, why would you not use this?

Let me. Let me guess. Is your friend one of the top performers?

Yeah.

So. So top performers absolutely hate Rilla. They hate it with Avitro at the beginning, because when the top performers, when they get pitched really literally designed to figure out what the top performers are doing differently and share it across the team, okay? Top performers do not like that at all. And they hate it. They're like, big brother. This is the fucking bullshit, man. I don't want this. This crap. And so what happens is when you launch Rilla with your teams, your top performers hate it. Everybody in the middle kind of is concerned about it. And then people at the bottom who are not performing well and the people who are new, they embrace it faster than anybody because, you know, what the hell is a bottom performer going to tell you that they're not going to record your meeting? You're like, what? What numbers are you standing on, champ? You know, so they just start embracing the tool faster than anybody. First month comes in, these bottom performers, these new performers, they start, you know, bridging the gap with the top performers. They start closing in because he improved their conversion rates by 50%, 100%, 200%. And, you know, you have, like, bottom performers that were at 10% conversion rate that go from 10 to 50, right? And first month happens, and the top performers see that. They see, like, that leaderboard getting closer and closer and closer, and they're like, huh, Okay, I don't like that. And the one thing that they fear more than the recording itself is not being the top performer. And so when that happens, the top performers typically start getting on it. And then once the top performers get on it, you give them about a week or two to get used to it. The top performers Become the power users of rilla because top performers are naturally the people who want to improve and who do a lot of self improvement and stuff like that. So rilla becomes like their most powerful tool that they've ever used, you know.

So, yeah, I think I heard you say that you've seen like after about five calls of being recorded, it just becomes pretty natural for you.

It's this. It's this thing called the Hawthorne effect where you just like lose the fear of being recorded after five times. It's called the Hawthorne effect. When people are being reviewed or studied or recorded, your senses get heightened. You go on fight or flight. You're like scared, you're nervous. It's the same as public speaking. You know, people are watching, right? And so once you get used to it, it like the fear goes away completely because your brain can't stay in fireflight the whole time. So it just like, it just. It just, just. You burn your brain out of the fear and then it goes away after five times that you record.

Yeah. I was super excited. I saw Rilla and power selling pros. Y' all are working together. We talk a lot about power selling pros. So what does that look like? I don't really know too much about the partnership, but how does it.

So it's. I would. It's like a match made in, you know, in sales heaven, man. Like the sales gods really put their hand in this one. So. Because, you know, power selling pros, right, They're a premier sales coaching organization and service coaching organization for the top home service contractors. And rilla is the leading speech analytics software for the whole improvement industry and power selling pros for over a decade. Barry and Brigham, they've been doing great work at helping CSRs, right? Coaching CSRs to speak better and to, you know, book more appointments and to. And they have a whole process of how you're supposed to handle a call, right? Well, the reason Barry and Brigham started with the csrs is because all of the calls were already recorded. So they had the opportunity to do that. Like I said before Rilla record, there was not even recordings happening in the field, right?

That's right.

And so for the first time ever, power selling pros has the opportunity to coach technicians. Now because we have this partnership with Rila and Rila, like, I want to make this absolutely clear, Rilla does not replace your sales manager or your service manager or your coach. It does not. This is not a tool that you can use without a coach. Like, you have to have a manager who uses Rila to drive the impact. Because one thing is data and then the other thing is taking the data, making an assessment, bringing it to your one on one meeting coaching, right? You can't. The data does not do the coaching, coaching the reps so that the data sticks in their head. Right. And then you change the behavior of the rep. Right. Without the coaching piece and the assessment piece of the human coach, Rilla does not work. Right. Or it works very, very little. It does not bring you the impact that you're supposed to see. So for a lot of contractors, they don't even have service managers, they don't even have coaches, right? With the partnership with power selling pros, we have an opportunity to bring world class coaches to sit and ride along with on every single call that your technicians are having. Just like you did for your call center, right? It's the same thing that you did for your call center. Now you're doing it for your technicians. So now you have world class coaches available at any time of the day. You don't have to hire them yourselves because power selling pros literally that's all they do. They coach people for a living. Right. And so it's just, it's just such a wonderful thing that we get to do. And we're very clear, Rilla is a product for sales coaches that is, that is our product is literally for them. You know what I mean?

Yeah, definitely. Okay, that makes sense. And so I guess they would take the data and then coach the salespeople to be better on the data that's provided.

The customer gives power selling pros an account on their, on their instance. Power selling pros can go in there and log in and do all of the coaching with all of the data, all the visibility of every single appointment and they can literally tell your technicians exactly what they're doing right and wrong. And you can literally have the power selling pros process in your system and say like, oh, which parts of the power selling pros process are you following or not?

Nice. Have you seen inside of Rilla, like you mentioned some of those main things about the open ended questions and the words per minute for different industries. Can you set up relative kind of like, hey, this is our industry, this is, this is specific to us.

Don't even set it up for your industry, set it up for your own company. Right? Like, like, like a lot of the metrics that we talk about, those are like industry metrics and so on and they're like applicable to everybody. But, but the big power from Rilla, right? And those I get for free. Like, you literally see me talking like, hey, take this, please the world, we're not charging you anything for it. Just, like, take this and bring it to your teams. Right? The way that you get the most. And that's just, like, less than 10% of the value that you're going to get from Rilla. The main value that you're going to get from Rilla is that you're actually going to be able to see your own process analyzed by our AI. And every conversation that comes in will be benchmarked against your particular company process. Rila, because it's connected to your CRM, will be learning about what is it that your top performers are doing specifically at your company to sell your products, your services to your customers. Excellently. Right. So it's not the industry benchmarks. You might find that some of your company's internal metrics differ than some of the industry benchmarks that we quote. Right. That's great. That is why you use Rila. You want to identify what are the things that really work for your company. Because every company is different, right? Every market's different. I mean, customers, maybe you sell certain parts that other H vac contracts are not selling. So it's going to depend right, on the company. And the biggest thing that Rila is doing for you is that before, your technicians were learning only from their own trial and error. And whenever the manager could go out there and do a ride along with them, Rilla now affords them an opportunity to learn from the very best of the top performers in your company and say, like, okay, what is it that they're doing? So now I'm not learning from myself. We call it the all for One, where it's like, everybody's out there recording, and then everybody's recordings and data is coming into everybody's palms of the hand. So everybody's learning from each other. So, yeah, Rila is personalized for every company, for every single sales system or service system. That's.

That's amazing. So, like, in Service Titan, you can see who's closing at what percentage. And it would say, like, yeah, this is your top sales guy. So what is this? Or woman. This is what they're doing. And then.

Yes.

Kind of teaching the rest of the team.

Correct. Yes, that is exactly what it's doing. That's why it's so critical to have that. That deep integration, which we also have a great partnership with service design as well. So.

Yeah. Do you work with, like, the main CRMs, like, Housecall Pro Service?

I would say that, that the, the main one that we work with is service side. And it's just like the, the, the one that we have the integration most built out. There's like a lot of things that we have with service Site now we don't have with anybody else. We do integrate with some of the other players. But I would say by far like the best integration that we have is with Service Site.

Yeah. And I would say Service Site and you're, you're going to have, you know, five, 10 salespeople out there if you're using Service Titan. So it's going to be. Make more sense.

Yeah, yeah. And that's important for Rilla too. Like you have to have enough of a sales team to be able to use Rilla because if you're just like one person, well then there's no like, first of all, you don't have the problem of ride alongs because you're right along in every single appointment with yourself. And then there's no comparison to top performers. There's not a lot that's happening with just one person. There's no Data is a product that really helps companies that reach a minimum viable scale. Right. Service side really sells to those contractors as well. They're also the largest field service management software out there. You know, the nearest competitor is like 10 times the size, 10 times less the size of service Site. You know what I mean? So they have most of the market that we are going after also.

So Service Side, that makes sense. What do you see down the line with AI and your company? Is there any cool features or things that you all are working on?

Yeah, let me think of what I can tell you right now.

Okay.

Yeah, this is cool. So, okay, so we're talking about Service Titan, right? So imagine. So AI is getting really good really fast, right? Yeah, imagine, you know, being so. So we have an analytics product, Right. What does analytics mean? Analytics means you see a bunch of dashboards, you see a lot of data and then you have to have somebody interpreting the data. Right. Like what, what does the data mean? Right. My talk ratio is here. You know, there's a lot of interpretation that has to happen for you to understand data with any data. Right?

Yes.

And, and so there's a kind of slow to learn from data because you have to like understand the data, you have to tweak it, you have to see what the trends are. You have to see how it's changing. Like it's, it's a bit annoying to understand data. I know because I have a Data product, Right? And people, people have to understand the data. With the advancements in natural language processing and natural language understanding and how intelligent these machines are getting, like GPT4, people are coming up with GPT5. Now that they open eye people, you can actually eliminate the interpretation layer of data, because instead of having data, you could just ask questions. Right? Because data is just a means to get answers to your questions. You eliminate the middleman. You could literally have a chat interface. Imagine having a chat interface where you could just be like, hey, Rilla, why is my rep closing 30% less this month? And Rilla goes, your REP is closing 30% less because a new competitor emerged in the market and they, they're undercutting you on price. And your rep does not know how to deal with those objections from homeowners. And here's a few examples of conversations that you could take a look what's actually happening to this rep. Right?

Yes, yes, yes.

You literally saved an entire day's or an entire week's worth of analysis because it just gave you the answers that you were looking for. You see what I'm saying?

Absolutely.

Why is my rep not closing? Right.

You're right. We see this in marketing. We get the data, you know, from Google Analytics and all that stuff, but how do we actually interpret that data and then make decisions off of that?

Yes. So, so you, you cut down the interpretation layer where the AI gives you the answers. You still are going to have to take that information, sit down with the rep, as the sales manager, as a sales coach.