An agent that does the prep and the follow-up, so reps spend the hour selling.

The problem

Before a call, a rep reads the account in the CRM, the last few call recordings, the open support tickets and whatever engineering said about the bug the customer keeps raising. After it, the notes go into the CRM by hand, if they go in at all.

None of that is selling, and all of it is reading records that already exist. It is the kind of work an agent can do from the same records, and the kind a manager can check.

What the agent does

  • Reads the account, its contacts, open opportunities and recent activity in the CRM
  • Reads the recent call recordings and pulls out who said what, the objections and the commitments
  • Checks the support desk and the issue tracker for anything open that will come up on the call
  • Writes the brief before the call, and after it drafts the call summary and the next steps for the CRM, asking before it writes anything

Systems it works in

  • CRM: accounts, contacts, opportunities and activity
  • Call recordings and their transcripts
  • Support desk: the customer’s tickets
  • Issue tracker: the engineering work behind those tickets

How it is measured

  • Agent-to-human ratio: how much of the prep and the CRM logging the agent did, and how much the rep still did
  • Quality: how often a rep used the brief, or accepted the CRM entry, without correcting it
  • Coverage: the share of calls that had a brief beforehand and a logged summary after

Watch it work

The recorded demos run on simulated Salesforce, Zendesk, Jira and Zoom data for a fictional company. Each one is a real session, replayed exactly as it ran. No sign-in.

See every recorded demo.