The Chat - AI - The Fine Line: Faster, Smarter… Still Human? AI’s Role in Modern Comms

Podcast Title – AI – The Fine Line: Faster, Smarter… Still Human? AI’s Role in Modern Comms

Host: Terry Wilson, Founder and CEO of Chatmetrics and Zotly

Guest: Nick Reaks, Sales & Marketing Director at Teleware

Episode Summary

In this episode, Terry sits down with Nick Reaks to explore how AI is transforming business communication, without losing the human touch. From AI voice assistants to outbound dialers, Nick shares real use cases, ethical concerns, and how to deliver better customer experiences without sacrificing trust.

[01:15] – Drawing the Line: Human vs AI

• Nick believes AI must “feel human” to be effective
• AI should remove the repetitive, not the relational tasks

[02:07] – AI That Makes Work Better

• AI in ConnectPro helps automate low-value tasks like password resets
• Boosts job satisfaction and human productivity

[03:43] – Outbound AI Calls: Friend or Foe?

• New AI dialer filters cold calls by gauging interest early
• Transparency is key—some AI voices admit they’re bots

[04:56] – Goodbye IVR, Hello Voice AI

• 61% of people hate IVR; AI offers natural language experiences
• Voice prompts and accents make it feel more human

[06:31] – From Cost Cutting to Customer Value

• AI boosts CSAT and productivity by removing friction
• Use AI to create more time for customer conversations, not layoffs

[08:15] – Ethical Red Flags: AI Voice Spoofing

• Fraud is on the rise via spoofed AI voices, targeting vulnerable groups
• Industry needs stronger regulation and consumer education

[09:37] – The Future of Hybrid Comms

• AI will handle Tier 1 and 2 queries, and humans will focus on empathy and strategy
• AI development is doubling every 6 months

[12:44] – Where Brands Get It Wrong

• Marketers talk features, not benefits
• B2B buyers want outcomes, not just “we use AI” messages

[13:17] – AI with Empathy

• AI note takers improve accuracy and let salespeople focus on listening
• Reduces post-call admin by up to 50%

[17:01] – Messaging That Cuts Through the Noise

• Use outcomes like “Never miss a lead” or “Smarter follow-ups.”
• Prove ROI through call stats and CRM data

Stats & Insights

• 61% of consumers abandon calls due to poor IVRs
• Voice AI startups received £2.1B in funding in 2024
• AI note-taking can make reps 50% more productive
• AI is doubling in capability every 6 months

Useful For

• B2B sales leaders building AI-assisted teams
• Marketers crafting clear, benefit-led AI messaging
• CX leaders aiming to improve service without eroding trust

Links & Resources: Connect with Nick Reaks on LinkedIn

Learn more at: www.teleware.com

00:00- Intro:

Welcome to the chat. Come behind the scenes of some of the world’s fastest growing companies. For the past 10 years as chat metrics, we’ve had an exclusive inside view of how these industry leaders are revolutionizing inbound marketing and sales across diverse sectors. Each week we bring you conversations with top minds in marketing and sales who share insider secrets and strategies.

00:34- Intro:

For driving inbound success, join us on the chat, your front row seat to the future of inbound.

00:49- Terry:

Today on AI, the Fine Line, we’re joined by Nick Reaks, Sales and Marketing Director at Teleware. Nick’s at the forefront of AI powered communications, helping companies cut costs, boost productivity, and stay human in an increasingly automated world. Let’s get into it and welcome to the podcast, Nick.

01:06- Nick:

Hi, Terry. Pleasure to meet you

01:08- Terry:

Let’s jump straight into it. Where do you personally draw the line between automation and human interaction in business communication?

01:15- Nick:

I think all interactions need, still need to have that human feel. And where the issues are coming along is people are spoofing other people’s voices, which is, it’s not, and it’s looking like you’re getting to conversations and you’re not actually speaking to the correct person you think you’re speaking to.

01:33- Nick:

And that really is it’s not legal and it’s just happening too much in my opinion.

01:38- Nick:

yeah, yeah. connect Pro is built to make companies smarter, faster, and more human. How do you stop AI from becoming just faster and cheaper without the human piece?

01:49- Nick:

well, it’s all based around the human piece as well, because however much you put AI in, it’s gotta feel human, it’s gotta feel right, and it’s gotta do two things, make a company more productive and help with cost savings along the line. So the way that we make it, smarter is.

02:07- Nick:

Taking out the need for some, human interaction that a lot of humans don’t want to do. It’s the repetitive stuff that, that comes through, like a password reset or, block cards or whatever it needs to be that goes out. So it makes jobs more interesting for people. And the assets of AI is that it can do things like transfer information into CRM systems or?

02:31- Nick:

I’ll put them wherever you wanna put them, but it just makes life more interesting for the human beings.

02:36- Terry:

And that’s for inbound coming Phone calls. Incoming phone calls.

02:40- Nick:

Sure.

02:41- Terry:

could this be switched around into an outbound scenario?

02:43- Nick:

We have actually just released an outbound sales dialer, which is gonna be interesting. and I’ve had many calls coming in personally to me, and I’m getting to the stage over the last six months where you could detect it straight away, where it becomes far more difficult to detect. And I’m really interested in it, not take the calls, but I’m saying, are you ai.

03:05- Nick:

And some companies admit they are, which I think is the right thing to do. Yes, I am. I’m here to help you. And other ones will say, not. So I’ll say, give me your date of birth. And that’s when it usually catches them out and, they hang up at that point. Okay. But yeah, outbound dialing, it’s there for sales teams.

03:23- Nick:

It’s not there to replace people. It’s there to sort of filter through and give more information very quickly for the. Person it’s called and

03:32- Nick:

it’s not there to take away people’s business development jobs. It’s there to help them in order to bring in the good information across and waste, and not waste people’s time with the people you’re speaking to. You know, there’s either interest or not an interest, and that can be worked out very quickly.

03:47- Terry:

And so the AI actually has a voice and it makes that first initial call when the call gets through. That’s, when it’s assessing whether there’s a level of interest or not, is that what’s happening?

03:56- Nick:

Yeah. And so the voice has gotta be natural and it’s gotta be relevant. And what I mean by relevant is it’s gotta have a regional accent. If you’re speaking to somebody just doing a campaign in a particular area, it’s doing that in the, we are in the UK here, and. US accents are very, easy to get.

04:15- Nick:

UK ones are more difficult, so we spent a lot of time doing that. And you just wanna speak to somebody. It’s normal to speak in a dialect that you used to. So that really helps.

04:26- Terry:

So you recently posted about, voice ai versus IVR.

04:31- Nick:

No.

04:32- Terry:

really improving customer experience or just rebranding bad tech with better voices?

04:37- Nick:

Well, a hundred percent we are improving it. I think when you, everybody I speak to says I hate talking to those IVR things, that’s the problem. And it’s when you dig in, say, well, it’s not gonna replace, it’s not gonna be any, any better. What we’ve brought in is rather than saying, press one for sales, press two for whatever, press three for.

04:56- Nick:

And then it goes to the wrong area and all you wanna do is speak to a person. ’cause it can’t sort your problem out. The way that AI is developed, it actually makes that process far easier for people, far more productive and you actually want to do it. I think anybody would speak to. AI if they could speak and have a conversation in natural language and get what they want.

05:18- Nick:

So you’ve got a chance of been in a queue for two hours and all you wanna do is a password reset. Whereas if you could just get that sorted through AI that can understand what your problem is and get it fixed quickly, everybody wants to go with that. where our AI in that. Scenario comes in, we’ve brought in what we call prompting.

05:38- Nick:

So instead of putting these complicated technical tree-like things like press one for sales, et cetera, you can put prompts in and it’s so simple to set up and it would see, it would be things like speaking a natural language. You, your goal is to. Do this. Can you slow the conversation down? Things that you couldn’t put into technology before.

06:00- Nick:

It makes, they’re the human elements that, you can just put in very quickly and talking a soft voice. Put some ums and ahs in to make it more natural. so the experience for the person that the human’s having a conversation with, Al feels more comfortable with it and more natural.

06:15- Terry:

It’s so simple to set up. Yeah.

06:18- Terry:

these conversations, AI adoption often starts with idea of cost cutting. How do you shift that conversation around towards customer experience and revenue impact with your customers and prospects?

06:31- Nick:

Really good question. We, you’ve gotta start with the customer. What are you trying to achieve? Are you trying to save costs? Are you trying to be more productive? Are you trying to increase your customer satisfaction? There’s usually an element of all three, but you would start most customers saying, I’m not really interested in cutting costs.

06:47- Nick:

I’m trying to make things more productive so I can put my colleagues in better jobs. That’s gonna be more interesting for them. So instead of having to sit and do password resets all day, they’re actually talking to customers and we talk about 20% more productive and we’ll say at the end of the day, on a Friday, do you wanna speak to your customers and see how things are?

07:11- Nick:

And the reaction will be, ’cause you’ve got the time to do it, rather than flat out doing the mundane jobs. And they’ll say. Oh, great to speak to you. love working with you. What else can you, what else can you sell me? ’cause I think it’s great working with you. So the CSAT score goes up at the same time, so that’s a productivity.

07:29- Nick:

Some people saying, I just want to get rid of, some people because it’s a cost saving exercise. How can you help me?

07:37- Terry:

Yep,

07:37- Nick:

Other ones say, been in a nine to five job. I now want to be 24 7. But I can’t afford to do it. So AI would take me through in that scenario. So there’s quite a few different things you, it’s all about what does the customer want, and then you put the solution into suit.

07:53- Nick:

There’s no point coming in there and saying, Hey, talk to me. I’ll get rid of half your staff. that’s not the way to address it. That’s not what our customers want either.

08:00- Terry:

Yeah, yeah. And so really it does, it always starts with the voice of the customer and the problem that they’re trying to solve.

08:05- Nick:

Hundred percent,

08:06- Terry:

Your solution accordingly. Yeah. Yeah.

08:08- Nick:

Yes.

08:08- Terry:

what’s one example where you’ve seen AI cross the line and actually damage the customer experience?

08:15- Nick:

That’s a really great question. I think it is that it’s been spoofed it, isthe main one in there? They’re actually, it’s someone it isn’t, or it’s a company that isn’t and they’re just trying to find information. So there’s a lot of fraud going out there that p trying to get people’s information.

08:32- Nick:

And it’s an easy way to do it because, without trying to sound. ageist if these AI dialers are attacking the older people and not as technology sa savvy as a lot of other people and ringing call after call sounding so natural and they can give away information that could take a lot of money away from people that don’t deserve to lose money.

08:53- Nick:

And that’s really worrying.

08:54- Terry:

Absolutely. Absolutely. And, have you seen instances of that occurring?

09:00- Nick:

I’ve read about it. Yes. mean, I’m like, you a great LinkedIn follower. We do a lot of research in those areas. You hear things going on that area. You hear it in the news in. Over in the UK here it’s come up quite a lot and, it is so concerning and the children, not the elder ones that come on and saying, you’ve gotta be careful with these things.\

07:37- Nick:

Other ones say, been in a nine to five job. I now want to be 24 7. But I can’t afford to do it. So AI would take me through in that scenario. So there’s quite a few different things you, it’s all about what does the customer wants, and then you put the solution into suit.

07:53- Nick:

There’s no point coming in there and saying, Hey, talk to me. I’ll get rid of half your staff. that’s not the way to address it. That’s not what our customers want either.

08:00- Terry:

Yeah, yeah. And so really it does, it always starts with the voice of the customer and the problem that they’re trying to solve.

08:05- Nick:

Hundred percent,

08:06- Terry:

Your solution accordingly. Yeah. Yeah.

08:08- Nick:

yes.

08:08- Terry:

what’s one example where you’ve seen AI cross the line and actually damage the customer experience?

08:15- Nick:

That’s a really great question. I think it is that it’s been spoofed it, isthe main one in there? They’re actually, it’s someone it isn’t, or it’s a company that isn’t and they’re just trying to find information. So there’s a lot of fraud going out there that p trying to get people’s information.

08:32- Nick:

And it’s an easy way to do it because, without trying to sound. ageist if these AI dialers are attacking the older people and not as technology sa savvy as a lot of other people and ringing call after call sounding so natural and they can give away information that could take a lot of money away from people that don’t deserve to lose money.

08:53- Nick:

And that’s really worrying.

08:54- Terry:

Absolutely. Absolutely. And, have you seen instances of that occurring?

09:00- Nick:

I’ve read about it. Yes. mean, I’m like, you a great LinkedIn follower. We do a lot of research in those areas. You hear things going on that area. You hear it in the news in. Over in the UK here it’s come up quite a lot and, it is so concerning and the children, not the elder ones that come on and saying, you’ve gotta be careful with these things.

09:20- Nick:

It’s really hard because people, are you there for trust? Yeah.

09:23- Terry:

Absolutely. so switching now back, a little bit, looking at raising our eyes from the present to the future. what’s your take on the future of hybrid comms, real humans plus ai? How do you see that evolving over the next two to three years?

09:37- Nick:

I see it in a few ways. the first thing is that people will have the option to be tomorrow 24 7. So that’s gotta be good. So you’ve got the round the clock. Area AI will not replace humans in a lot of instances. It’s the first, if I put it into technical part, it’s the first and second line. It’s likely to help with, the third line will still be there, but I see it been, making jobs more interesting for people rather than having to do mundane tasks over and over again.

10:05- Nick:

I see AI going a lot further as well, but very quickly. Let’s bear in mind that the industry revolution doubled every 10 years. AI is doubling every six months, which is frightening. It’s getting to the stage where ai. You start worrying how far it will develop itself, when it gets on, how intelligent it’s gonna get.

10:26- Nick:

And that is the overall worry, I think for the, we’ve all watched these sci scifi teams of film, sorry. and that is really a concern of it’s gotta be not taking control of the whole world, which, and I know I’m being dramatic there, but there, it’s definitely that concern is out there to be, keep that control in place.

09:20- Nick:

It’s really hard because people, are you there for trust? Yeah.

09:23- Terry:

Absolutely. so switching now back, a little bit, looking at raising our eyes from the present to the future. what’s your take on the future of hybrid comms, real humans plus ai? How do you see that evolving over the next two to three years?

09:37- Nick:

I see it in a few ways. the first thing is that people will have the option to be tomorrow 24 7. So that’s gotta be good. So you’ve got the round the clock. Area AI will not replace humans in a lot of instances. It’s the first, if I put it into technical part, it’s the first and second line. It’s likely to help with, the third line will still be there, but I see it been, making jobs more interesting for people rather than having to do mundane tasks over and over again.

10:05- Nick:

I see AI going a lot further as well, but very quickly. Let’s bear in mind that the industry revolution doubled every 10 years. AI is doubling every six months, which is frightening. It’s getting to the stage where ai. You start worrying how far it will develop itself, when it gets on, how intelligent it’s gonna get.

10:26- Nick:

And that is the overall worry, I think for the, we’ve all watched these sci scifi teams of film, sorry. and that is really a concern of it’s gotta be not taking control of the whole world, which, and I know I’m being dramatic there, but there, it’s definitely that concern is out there to be, keep that control in place.

10:46- Terry:

Look, I think that’s the million dollar question, isn’t it?

10:49- Nick:

Yeah,

10:49- Terry:

gonna keep this thing under control? ’cause it will get to a point in time, I’m sure, when it can be self perpetuating and self growing.

10:56- Nick:

there’s a lot of humans out there, very greedy aren’t there, and they’ll all wanna do is make money, but then they could step over the line at that particular point. So the big concern is there isn’t enough. Legal world control on this of what you can do and what you can’t do. It’s starting to come, but it’s still a little bit the wild west out there.

11:14- Nick:

You can do, clearly there’s the simple things in place, legitimate, but really how is every country, how the country’s gonna get together to keep going. Following that, so we’re, it doesn’t do too much. When I saw it coming in at my age, I’m thinking, really, AI’s gonna come in, start doing a lot of things for me.

11:32- Nick:

All humans are gonna be, oh, we’ll sit back and do more things that we wanna do recreationally. But it’s that balance between helping, replacing jobs and taking over. And there’s some jobs you wouldn’t want to be now, when you’re looking at children, what do you wanna do when you leave school?

11:50- Nick:

It’s I’m not sure I’d wanna go into some particular industry. ’cause you’re saying that could be totally taken over by ai. Then there’s other jobs that you’re thinking, there’s no way that’s gonna be taken over by a ai of what people do physically, for example. It is much difference.

12:03- Nick:

Although, but it’s, it is an interesting scenario. What is the future for the next two generations?

12:08- Nick:

It Sure is. It sure is. back on the marketing front now, where do you think most companies are getting AI in comms? Completely wrong right now. Like they always do. They try to sell straight to straight away. and they don’t give the use cases and the outcomes. So it’s a typical thing that ai, they talk about technology, what it can do, but when people are man listening to it, it’s not what. It can do and what features it’s got, it’s what is the benefit to the companies in there.

12:44- Nick:

So for example, a user case of X to Y, X to A to B, and then the outcome of that meant that I was whatever percent more productive, and these were MIC went up, et cetera, et cetera. At the moment it’s a technology, bakeoff with companies and, but that’s typical in it.

13:03- Terry:

it’s true. I think, yeah. Everyone’s I’ve got AI buy this. This is what it does. Yeah. Rather than the bigger story. For sure. For sure. how do you balance, speed versus empathy when using AI in customer facing roles? I.

13:17- Nick:

That’s down to the customer’s needs really. When you say if it’s speed, we would say you’re on a call and the call will be recorded, transcribed. Summary resolution. Now, if you’re on a call without ai. You might need to call for 10 minutes, and then you might have to do 10 minutes note taking.

13:38- Nick:

that note taking would be completely taken away, so they’re 50% more productive that time. The main thing from that though is, there’s two things really. You can actually. Relax and have a conversation rather than try to take notes. And if someone’s talking quickly or just talking for a long time, you could easily miss two or three points out there.

14:02- Nick:

And then that would mean that the customer are, you are unsatisfied. You fix these two points, these three is still outstanding, The first point there is the empathy. You can just get on with the conversation, relax it, all the notes will be taken. Then the accuracy of the notes will be far better than a human.

14:18- Nick:

Then they can be automatically put into a database like A-C-C-R-M. So all the notes are there, which, lets face it, a lot of companies don’t update their CRMs. people leave and the notes are up to date, causes frustration with customers, and. That’s a big plus for you.

14:36- Terry:

Absolutely, absolutely. Look, I must admit, I’ve found that in calls now with, I’ve always tried to focus on being an active listener and being in the moment, but often you would make a note about something and think, oh, what did, what was that? I just missed that being, you know, not being able to be there a hundred percent.

14:53- Terry:

So I found it very useful having the AI note takers in calls. That’s for sure. Absolutely. I find it a big boon. what, so from a marketing perspective, in, in your role with this business, particularly as you’re bringing out new products last like this, what’s the biggest challenge you are trying to solve at the moment?

15:09- Nick:

Get customers to listen and understand their needs. A lot of one’s saying. What’s your AI voice strategy? ’cause we spend our time in voice and they’ll go, what have you got an offer? And do you wanna be more productive? Oh, everybody says that I don’t trust this AI stuff. So it’s moving so quickly.

15:27- Nick:

So it’s just trying to get market share of, sorry, not market share, mind share of people to listen. So it’s the market already is getting so saturated with ai. And, but then what does it do? What’s it gonna fix? How’s it gonna fix? I think so it’s making sure that people have the right, mindset to take it on, allocate the right budgets to do it, making sure that we’re speaking to the right people.

15:54- Nick:

’cause it quite often isn’t the right person. ’cause our solution is focused in on. Sales and customer service. So making sure that they’ve got a need and understand what they want. Another big problem is the confusion in a marketplace of, everybody talks about it. what does it actually do? What?

16:11- Nick:

What are you talking? I’m already speaking to somebody else on there. I. Now this is different. So it’s just going back to this wild west of everybody’s just chucking stuff out there and it really needs, understanding at the sea level, the board level to understand what we want. ’cause particularly in the small to medium sized business, the bus people are busy out there.

16:32- Nick:

Oh, you want some of that? somebody have a look at this AI stuff rather than. This is part of our strategic plan for the next three years. We need to do that. That hasn’t quite hit yet, so it is confusion and out there it’s a problem.

16:43- Terry:

So what messaging are you using to actually cut through that? mean, look, the budget side of things and all of that, we get it. You know,that’s something that they really have to organize and quite frankly can be a decision around, what do you wanna achieve? This is what it’s gonna cost.

16:55- Terry:

You have to make a decision whether wanna allocate budget or not. what about the actual messaging you’re finding? Anything that’s cutting through at the moment?

17:01- Nick:

There’s a few things. So we aim our, product, sales teams and, service teams. So we talk about never miss a lead. So it’s there 24 7. You’ve actually got someone talking in there. So if someone hits the website, they might wanna speak to somebody to speak to AI instantly. ’cause you get ’em to a website, you don’t want them ever to leave.

17:21- Nick:

It’s expensive running one. Better conversations, smarter follow ups. I think we’ve come, we’ve discussed that slightly. scalable growing sales teams because you’ve got the sales teams that can grow with ai. and then measurable, ROI instead easy, you know, you’ve gotta cost per minute if it can be per minute or bundled up like that.

17:40- Nick:

And then you do a return on investment calculator to see where the changes are. in this. Service teams,

17:47- Terry:

Nick, sorry,

17:48- Nick:

it’s

17:48- Terry:

actually clarify for the audience as well. your role is more about, I think giving messaging to the sales team, isn’t it? As opposed to, it’s not like a digital, inbound funnel. You don’t use your website for a lot of leads. is that the case?

18:04- Nick:

No, we don’t. No, we don’t at all. No.

18:06- Nick:

no. Yeah.

18:06- Terry:

what you are talking about is that’s delivering messaging for the sales team to use, isn’t it?

18:10- Nick:

Yes. I thought that’s what you were asking. Was that

18:13- Terry:

It is exactly. I just

18:13- Nick:

not correct?

18:14- Terry:

wanted to clarify for the audience

18:15- Nick:

Yes.

18:16- Terry:

because most of our guests and audience are, specifically on inbound side of things, so that’s why I just wanted to clarify that for the audience, that it is actually, this is messaging for the sales team, not for the broader market audience that you’re going through.

18:28- Nick:

Advertising or digital. digital marketing through an inbound funnel. This is for a sale, the sales team to use. Yeah. Yeah. So then service teams as well. It’s real time support and collaboration. ’cause it’s there 24 7. we talk about flexibility for hybrid work because AI could come in there and help with the flexibility of when we, sorry, I’ll explain that a little bit better. When COVID came, everybody was working from home.

18:55- Nick:

We then. It didn’t all go back into the offices in the uk. Majority of people are either home working or working three days a week, usually Tuesday, Wednesday, Thursday. These type of solutions in there aid that type of thing because you can set it up from wherever you work and it’s there instantaneously the same as Microsoft Teams is.

19:16- Nick:

So this follows that, around, and then another one is the. Insights and reporting. You’re gathering the information all the time, so you’ve got call stats, for example, how many inbound calls you’ve had, how many outbound calls you’ve made, what’s the length of the calls, how many people on hold.

19:34- Nick:

That’s instantaneously, and that’s a big aid when people are not working together in an office where a supervisor can see all that. If everybody’s working from home. In any country, to be honest. it, you get those stats to help and make decisions on them.

19:47- Nick:

Do your team use Connect Pro?We do, and it was quite difficult.

19:53- Terry:

It was very loaded question. I know.

19:54- Nick:

Well, I know, but we actually didn’t do it at the start for no reason other than we just would. Offering it. And I said, why we not using out the sales? This is crazy. And to encourage a sales person, it was like, oh, you’re just trying to check up on me. And,you know,you’re doing micromanage on me.

20:12- Nick:

No, we’re not. But now we’ve got, I can’t do without this. It’s like, it can do better to do notes as well as me, and I’m going. Well,and I know this is going to record, it’s like the notes are better than you can do because they’re more accurate. And it’s not a slight on you, it’s because you can get on with your job and do the conversation and the detailed notes come out rather than summarize notes.

20:33- Terry:

And in the service teams, they look at as well, because it’s just making them more, more productive. yes, thanks for the lordy question, but it wasn’t as easy as we thought. And we,Hmm.

20:42- Nick:

it’s the mechanic thing. A mechanic always has a scruffy card on, doesn’t it? Man.

20:47- Terry:

it does, but I think it’s also a lot of organizations overlook the change management piece implementing any change now and this one there’s always the bit of a risk of Yeah, they think people are looking over their shoulders. ’cause guess what? All of a sudden the C RM is updated.

21:00- Terry:

There’s note, very detailed notes being taken. The conversation, you know, it’d be no different to a product like. Gong being brought into a sales organization where all of a sudden now they’re starting to record every single, conversation and then analyzing those. Although I don’t think Gong does the level of analyzing and coaching that it should, but that’s another conversation. your product that does the outbound calls, is that Connect Pro as well? doing the outbound calls?

21:22- Nick:

It is yes it’s part of Connect, I could talk through like the simple stages of Connect Pro if you, if that would help.

21:29- Terry:

Well, I guess my question is, are your team using that outbound component, the first point of outreach?

21:36- Nick:

yeah, we’d we’re testing it to see how it works. we’re a reseller business, but we always like to test things to end customers to ’cause we get the best feedback there. It is not diluted. Yes. And it’s data. You always have to have the data and you’ve gotta cleanse it and it’s gotta be, it’s gone through the.

21:52- Nick:

The GDPR rules to make sure that you’re allowed to do all that. But yes, after we’ve done all that, we send it out and that age the, our sales team of people that are interested. So it makes them more productive. It’s not, they’re not starting from, the number doesn’t work. That’s the first part of the cleansing.

22:08- Nick:

They’re just not interested at all that’s got out. So it’s done that even the first level of contact is aided and making the second conversation better and not wasting a lot of people’s time for us and for the people that are not interested,

22:22- Terry:

And have you seen the statistics yet? Are you able to quote any improvements

22:26- Nick:

To be honest, it’s too new to do that.

22:28- Nick:

too early?

22:29- Nick:

We haven’t gone through that. This, the outbound diary is new to us. It’s something we just released in the last month. So I wouldn’t wanna give you any false stats, but obviously I’ll update you when we know more. Yeah.

22:40- Terry:

yeah. sure. Okay. And Nick, is there anything I haven’t asked you today that I should have?

22:44- Nick:

I think we’ve clarified things very well, and hopefully our audience is,is happy with that. I think what we’ve, we just leave that it, this isn’t a threat to people. This is there to make people within businesses more productive. The sales that are made in there, it’s gonna be a better experience.

23:05- Nick:

For that, the service part will increase csap. So as long as it’s all under control, I think it’s a really good solution. And it’s not, I’m not just particularly talking about ours. I’m talking about solutions within AI as well, which was the overall topic. Is it crossing the line In some instances?

23:21- Nick:

 It definitely is. In others, I think it’s, aiding greatly and it’s here to stay and it’s only gonna improved. and that’s all,

23:28- Nick:

 That’s,

23:28- Terry:

yeah.

23:29- Nick:

will be good.

23:29- Terry:

Yeah. excellent. Thank you. Look, I really appreciate your time today. I must admit, I agree with you. I think, it’s an exciting time, for all of us. some of us have got bit more gray in the beard than the others, and it’s gonna have different effects on people.

23:40- Terry:

Some people will get to see, you know, the, explosion, I think we haven’t really even seen. Dipped our toe in the water. Yet as far as AI’s concerned, I know I use it in most things that I do throughout the course of the day now. So finding that exciting

23:52- Nick:

Yep.

23:52- Terry:

and help helpful and,some work making my job a little bit easier. So appreciate your time today on, our little spotlight series under the chat. thanks very much for joining us, Nick. Appreciate it.

24:04- Nick:

Pleasure to join and thanks very much for inviting me, Terry.

24:07- Terry:

You are welcome. Have a great day.

24:09- Nick:

Thank you. Bye-bye.