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jcmarchi · 6 months

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Ryan Johnson, Chief Product Officer at CallRail – Interview Series

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Ryan Johnson, Chief Product Officer at CallRail – Interview Series

Ryan has over 15 years of diverse technology and product development leadership experience from early-stage startups to Fortune 100 organizations. As the Chief Product Officer at CallRail he leverages his passion for developing best in class technology solutions to solve real-world problems. Prior to joining CallRail, he was a key member of the leadership team at Banjo (now MiiM). There he helped grow the product development organization by over 300%, created world class AI/Machine learning technology products, and helped raise a $100 million C Round of VC funding.

CallRail is an AI-powered lead intelligence platform that makes it easy for businesses of all sizes to market with confidence. Serving more than 200,000 companies worldwide, CallRail’s solutions help businesses track and attribute each lead to their marketing journey, capture and manage every call, text, chat, and form, and use insights surfaced by AI to optimize their marketing.

Your early career focused on accounting and finance, how did you initially transition to AI?

While my career started with a focus on accounting and finance, I’ve always had an analytical mindset. While I was studying at Albion College, I just happened to enroll in a computer science class as one of my electives – and the rest is history! This later afforded me the opportunity to get started in the technology industry long before AI was even on the horizon.

As my career continued to progress, I realized two things: I had a deep passion for working with data (more specifically data from a product perspective) and navigating how that data could be transformed into something that was genuinely valuable for customers. There’s no straight path for those looking to get into this emerging space, but these two interests naturally led me toward a career involving AI.

If you would have asked me two decades ago when I first began my career about AI, I would have likely referenced the terminator like everyone else at the time. As technology has evolved though – and especially with the recent advancements – it’s clear that my journey had to start with a strong interest in and foundation of understanding data.

For those looking to pursue a career path in AI, coming from a unique background with original perspectives is ultimately the most important. There are so many unknowns with AI in the future and you can go in so many different directions – how it’s applied, where it’s applied, regulatory, compliance – it’s almost an endless list. Therefore, I think if you can come in with an open mind and a willingness to learn, almost anyone can get into this emerging space regardless of their initial background.

Prior to your current role you lead development of Banjos AI/ML products, what were these products and what were some of your key takeaways from this experience?

At the highest level we were using AI and machine learning to detect events as they happen around the world. We focused our internal tech on computer vision to detect things in images and video (fires, accidents, logos, objects, etc.) and NLP to determine what people were talking about. We utilize many data sources such as social media, e911, traffic cameras, etc. to triangulate and validate when an “event” happens. We utilized this technology to help break news (local and national) before anyone else and to help enterprise corporations protect their employees, assets, and brand.

CallRail uses a technology called Conversation Intelligence that facilitates uncovering insights from conversations, what is this specifically?

Conversation Intelligence® is the ability to automatically aggregate actionable call insights from phone conversations to improve marketing performance. The goal is to enable marketers, agencies, and business owners to make the right business decisions with speed and precision.

Lead Conversion: CallRail’s AI mines phone call conversations and provides insights and valuable information that can be used for lead conversion. By identifying the best leads from your top marketing sources, AI allows you to prioritize your efforts and focus on the hottest leads. This ensures that your resources are effectively utilized while simultaneously saving you time. Through CallRail’s Conversation Intelligence®, you can automate workflows for smoother lead follow-up. Finally, the AI-powered insights provide you with rich context for each lead, giving you a deeper understanding of their needs and preferences. Using this, you can develop personalized strategies and customized solutions, maximizing your chances of converting them into satisfied customers.

Customer experience: Phone call insights provide an opportunity to enhance your customer’s experience. Through the analysis of conversations, AI can provide valuable information to help you comprehensively understand your customers and their journey. This includes capturing details of each interaction, such as the topics discussed, tone of voice, sentiment, and any specific pain points or challenges mentioned. With this full picture of a lead’s journey and interactions, businesses can deliver a more personalized and tailored customer experience. With AI-powered insights, companies can better understand customers’ preferences, needs, and expectations, allowing them to provide relevant suggestions, recommendations, and solutions.

Agent performance: By reviewing conversation content, CallRail’s Conversation Intelligence® offers useful coaching tips on call handling, giving your agents the guidance necessary to provide better customer service. The AI also aggregates insights across multiple calls or by individual agents, allowing you to gain a comprehensive understanding of your team’s performance. With this technology, you can uncover positive or negative patterns or trends in sentiments expressed during the calls. This means you can identify common issues or recurring problems that may be affecting customer satisfaction. By addressing these areas of improvement, you can enhance the overall quality of your customer interactions.

Marketing optimization: One of the major advantages of AI-powered call insights is the ease of integrating it with different systems, including CRM platforms like HubSpot and various marketing automation tools. Using AI-powered insights, businesses arm themselves with a complete picture of the lead journey, from initial contact to final outcomes, across both digital and offline channels. These insights also enable marketers to measure the effectiveness of their marketing strategies in terms of return on investment (ROI). By tracking key performance indicators (KPIs) such as lead conversion rates, customer acquisition costs, and revenue generated, businesses can optimize their marketing efforts to achieve higher ROI. Moreover, in addition to integrating the tech stack, marketing is optimized in Conversation Intelligence because it gives businesses the ability to identify keywords and automate keyword bidding strategies based on insights from the call, providing valuable input for SEO, and marketing messages. For instance, if leads consistently ask about services not offered, businesses can adjust their website messaging to ensure calls are better aligned or consider adapting their offerings to meet lead demand.

CallRail’s Conversation Intelligence® is purpose-built to understand and analyze human speech. That means it can extract each valuable little nugget of information from phone calls while saving agents and managers over 94% of their time. The information from phone calls is first-hand knowledge directly from your customer’s mouth. The result is priceless data from a tried-and-tested marketing tool with a 21st-century twist.

What are the different types of AI & machine learning that are used in this technology?

We have a wonderful AI partnership with AssemblyAI, a company that utilizes a variety of our AI powered features. Without getting into the deep details we use:

ASR (Automatic Speech Recognition) – Powered by Conformer-2 the largest commercially available ASR model trained on over 1.1M hours of english audio data

LeMUR – LLM utilized to analyze spoken data. Is the foundation of summaries, agent coaching, auto qualification, to name a few. CallRail fine tunes in a variety of ways on top of the models to get the most value to our customer.

In July 2023, CallRail Labs was unveiled as the first of its kind in the call analytics space. One of its core features is the introduction of “action plans.” Could you share some insights into what this is?

That’s right! When we introduced CallRail Labs, we also released action plans to support agents with AI-generated recommendations for next steps after a call. This feature removes the guesswork from following up with potential customers by summarizing key takeaways, consolidating them into a shareable format to email or text to frontline teams, and documenting follow-ups within CallRail’s Premium Conversation Intelligence™ dashboard.

However, since we unveiled CallRail Labs in July, six new capabilities have also be introduced:

AI-powered call coaching identifies where agents performed well, where they could improve, and, most importantly, delivers specific actionable recommendations to do better. This lifts the training burden off of business owners and ensures unbiased, timely feedback is given to agents to improve performance.

AI identification of successful appointments scheduled empowers business owners to instantly pinpoint the calls that are most likely to generate revenue and understand what activities attract the best leads.

AI identification of new or existing customers which allows businesses to understand which marketing campaigns are generating truly new business and which drive repeat business, without the need to listen to the call or read a transcript. Knowing which campaigns are driving new customers to your business versus which are growing loyalty and revenue from existing customers allows businesses to improve audience segmentation and, ultimately, campaign performance.

Automatically identify questions frequently asked on calls to identify commonly asked customer questions, offering valuable insights into customer needs, while also aiding SEO optimization and keyword strategy refinement.

Capture personal details and preferences of callers automatically, which can be used to support future relationship building and form deeper connections between brands and customers. Small details such as remembering a customer’s birthday or an upcoming life event can build unwavering trust and brand loyalty.

Leverage AI to generate thoughtful, concise text and email messages after a call has ended to affirm customer concerns have been heard, strengthening relationships and saving agents countless hours of work.

Read more about these new capabilities here and here. While we’re excited by this initial traction – we’re just scratching the surface!

Can you also describe how CallRail Labs enables customers to influence the company’s use of voice AI?

This new innovation program – as you mentioned, a first of its kind in the call analytics space – was designed to help foster continued AI innovation in partnership with SMBs by inviting our customers to influence how we’re using voice AI through early access to new product capabilities.

The goal is to provide direct feedback to product and engineering leads while, at the same time, allowing us to move purposefully to solve real business challenges amid the market explosion of AI-driven capabilities. We’re fortunate to have a large, willing set of customers to test the practical application of these new AI-enabled products and provide invaluable feedback.

The significance of this project lies in the fact that it simplifies complex tasks and consistently delivers data-driven strategies, enhancing overall efficiency. It demonstrates the power of AI and how it can drive meaningful innovation in the realm of Conversation Intelligence®.

What are some of the more popular use cases of this software?

We’re lucky to have a broad range of examples that illustrate how our customers are using AI to turn their calls into a competitive advantage. A few of our favorite examples across industries include:

Home Service: Adria Marble & Granite is a family-owned stone fabricator that installs kitchen and bathroom countertops, fireplaces, and more. When the business first started, advertising was done via the yellow pages, faxes, and word of mouth. In an industry where it’s common for contractors to drop the ball with follow-up to prospective customers, having CallRail has also helped Adria Marble stand out by ensuring all calls are followed on, and no leads are lost.

As a result, the company has been able to lower the overall cost per lead and do a better job of accurately targeting the right leads that will drive a higher dollar amount from the deals they close. CallRail has saved Adria Marble 10-20 hours a week by automating the lead and call tracking Irfan would otherwise have to do manually, either via a spreadsheet or sometimes just shouting around the office to ensure customers get a callback. With only three people handling all the sales and administrative office duties, getting these hours back for other tasks is impactful.

Legal: Competition between digital marketing agencies is fierce – especially in the legal space, where clients are typically more loyal and profitable than those in other industries. That’s why Above the Bar Marketing turned to CallRail to help prove which ads, campaigns, and keywords make their clients’ phones ring. The result: call tracking has helped at least 75% of their clients reallocate money in the right way – eliminating $1,000 each month in wasted ad spend.

Healthcare: Cornerstone Foot Care’s digital marketing operations were lacking adequate tracking of inbound leads and incoming phone calls. The practice turned to CallRail for visibility into which keywords and campaigns calls were coming from, as well as the quality of every call. With the addition of Google Ads and CallRail tracking, Cornerstone has grown its revenue by 40% through increased call quality, increased number of calls from inbound leads, and a decreased number of missed calls.

You’re also known for your comparisons between AI and your car racing. What are some of the commonalities between the two?

AI and auto racing (especially Formula 1) have had a close relationship for many years now. Racing teams have the ability to put their cars through simulations that AI can interpret and help the team with performance. AI could detect changes that need to be made to an engine to increase performance or improve reliability, to changes in the aerodynamics to help with downforce. It’s no wonder modern Formula 1 cars look like spaceships as AI is helping to literally design the aero.

Personally, I think AI works best with a human feedback element which is no different in racing. For example, even if an AI model predicts the best set up for lets say rainy or hot conditions, the driver still has to give feedback to the team. AI can’t predict everything about the drivers performance and preferences, so you need human interaction for feedback. I actually heard a team principal talk about this when I was doing a pit tour at Petit LeMans in October. He said “AI is truly amazing and has given us big gains, but it still hasn’t replaced driver feedback and a team that understands the nuances of the driver.”

Could you share your vision for the future of voice AI and call analytics?

It’s easy to feel like the world of marketing moves faster than the speed of light today. There’s always a new term to learn, strategy to enact, or best practice to deploy. We often forget that some of the best tried-and-true marketing strategies are in this constant change and novelty. One of these neglected strategies is, undoubtedly, phone calls.

Phone calls remain the best tool for marketers to use, providing a wealth of information about what your customers want and need. However, a significant portion of this potential remains untapped across a broad range of industries. While we’re certainly on a mission to continue accelerating the advancement of voice AI and call analytics to help customers achieve higher ROI, I’m just as equally excited about small businesses fully realizing how impactful AI can be for turning calls into insights that they can act on.

Thank you for the great interview, readers who wish to learn more should visit CallRail.

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fletch911 · 1 year

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911: Over 50 Years of Hidden Costs . . . and the Next Generation of Savings

Support for 911 emergency calling for MLTS systems used for enterprises needs to be more widely understood by system administrators. Most often, because of the complexity of 911 administrators, they look for plug-and-play add-ons where they can ‘set it’ and ‘forget it.’ While that may be a valid option for kitchen rotisseries sold by the infamous Ron Popiel, it is not the proper way to purchase…

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#Additional Data #E911 #Fletch #NG911 #NG911 Solutions

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amcmnc2001 · 6 months

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Please help us. If you can’t donate, please share with others who will help. We really need the support.

Any amount is a blessing. Even just $1 will help.

My name is Michelle Carson. I have been out of work for over a year now and am waiting for disability to approve my application. I have a spinal cord condition called Spondylosis. I need help with my bills, taking care of my emotional support animals, supplies for taking care of my apartment and myself. I know that without my animals, I would have no reason to continue on, but without any income or financial assistance, I can’t take care of them properly.

I understand that many people are skeptical about donating to a GoFundMe campaign so I have an Amazon wishlist and a Walmart wishlist for those who would prefer to donate items instead of money. And as much as the items are needed and appreciated, they do not help with the utility bills. So, I ask that you please consider donating to the GoFundMe campaign as well.

https://www.walmart.com/lists/shared/WL/d58df9b2-e911-402c-8a02-9b650cd16780

Thank you for your help and support during this difficult time.

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444namesplus · 7 months

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1* 2.6.2. 3 3B2 5.0i 5.1 5.53 7 15kg 17 20 22nd 26 50BMG 51 69 97 312 411 414 707 737 747 757 767 777 868 888 1071 1080H 1911 1984 1997 2600 3848 8182 $ & ^ ^? a ABC ACC Active ADIU advise advisors afsatcom AFSPC AHPCRC AIEWS AIMSX Aladdin Alica Alouette AMEMB Amherst AMW anarchy ANC Anonymous AOL ARC Archives Area51 argus Armani ARPA Artichoke ASIO ASIS ASLET assasinate Asset AT AT&T Atlas Audiotel Austin AVN b b9 B.D.M. Badger bank basement BATF BBE BECCA Becker beef Bess bet Beyond BfV BITNET black-bag Black-Ops Blackbird Blacklisted Blackmednet Blacknet Bletchley Blowfish Blowpipe BMDO BND Bob BOP BOSS botux BRLO Broadside Bubba bullion BVD BZ c Cable CANSLO Cap-Stun Capricorn card Case CATO CBM CBNRC CBOT CCC CCS CDA CDC CdC cdi Cell CESID CFC chaining chameleon Chan Chelsea Chicago Chobetsu chosen CIA CID CIDA CIM CIO CIS CISE Clandestine Class clone cocaine COCOT Coderpunks codes Cohiba Colonel Comirex Competitor Compsec Computer Connections Consul Consulting CONUS Cornflower Corporate Corporation COS COSMOS Counter counterintelligence Counterterrorism Covert Cowboy CQB CRA credit cryptanalysis crypto-anarchy CSE csystems CTP CTU CUD cybercash Cypherpunks d D-11 Daisy Data data data-haven DATTA DCJFTF Dead DEADBEEF debugging DefCon Defcon Defense Defensive Delta DERA DES DEVGRP DF DIA Dictionary Digicash disruption

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Pine pink Pixar PLA Planet-1 Platform Playboy plutonium POCSAG Police Porno Pornstars Posse PPP PPS president press-release Pretoria Priavacy primacord PRIME Propaganda Protection PSAC Pseudonyms Psyops PTT quiche r00t racal RAID rail Rand Rapid RCMP Reaction rebels Recce Red redheads Reflection remailers ReMOB Reno replay Retinal RFI rhost rhosts RIT RL rogue Rolm Ronco Roswell RSA RSP RUOP RX-7 S.A.I.C. S.E.T. S/Key SABC SACLANT SADF SADMS Salsa SAP SAR Sardine sardine SAS SASP SASR Satellite SBI SBIRS SBS SCIF screws Scully SDI SEAL Sears Secert secret Secure secure Security SEL SEMTEX SERT server Service SETA Sex SGC SGDN SGI SHA SHAPE Shayet-13 Shell shell SHF SIG SIGDASYS SIGDEV sigvoice siliconpimp SIN SIRC SISDE SISMI Skytel SL-1 SLI SLIP smuggle sneakers sniper snuffle SONANGOL SORO Soros SORT Speakeasy speedbump Spetznaz Sphinx spies Spoke Sponge spook Spyderco squib SRI ssa SSCI SSL stakeout Standford STARLAN Stego STEP Stephanie Steve Submarine subversives Sugar SUKLO SUN Sundevil supercomputer Surveillance SURVIAC SUSLO SVR SWAT sweep sweeping SWS Talent TDM. TDR TDYC Team Telex TELINT Templeton TEMPSET Terrorism Texas TEXTA. THAAD the Ti TIE Tie-fighter Time toad Tools top TOS Tower transfer TRD Trump TRW TSCI TSCM TUSA TWA UDT UHF UKUSA unclassified UNCPCJ Undercover Underground Unix unix UOP USACIL USAFA USCG USCODE USCOI USDOJ USP USSS UT/RUS utopia UTU UXO Uzi V veggie Verisign VHF Video Vinnell VIP Virii virtual virus VLSI VNET W3 Wackendude Wackenhutt Waihopai WANK Warfare Weekly White white Whitewater William WINGS wire Wireless words World WORM X XS4ALL Yakima Yobie York Yukon Zen zip zone ~

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becausewecareatlanta · 1 year

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View this post on Instagram

A post shared by Because We Care Atlanta South (@bwcarehenryas)

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Stockbridge Councilman Elton Alexander is hosting Women's History Month Honors on Sunday, March 5th at the Merle Manders Conference Center located at 111 Davis Road in Stockbridge, Georgia. McDonough Mayor Sandra Vincent is our Keynote Speaker as the first African-American Mayor in McDonough history. This FREE event starts at 3pm! Register now at the link below. Stockbridge is giving women their flowers now! ❤️💯🌹

https://www.eventbrite.com/e/8th-annual-womens-history-month-event-tickets-534876468917?aff=ebdssbdestsearch

LuAnn Burns Memorial Award Honorees

Yasmin Ashmeade

Raquel Moss

Alicia Alexander Glass Ceiling Award Honorees

Captain Karen Anderson, Ph.D.

Tamika Kendrick Henry E911 Director

Michelle Amarra. SCB TV

Kenya Simmons T & J Industries

Women’s History Month Award Honorees

Aubrey Kekiwi Southern Grace Hospice

Ga House Rep. Dar’shun Kendrick

Laura Luker Henry Convention & Visitors

New Faith Christian Church Laurona Phelps

Mayor Pro Tem Yolanda Barber

Dr. Erica McCrae

Melissa Ellis

Allison Randall Berewa

Melissa Robinson Henry County Communications Dir.

Community Organization of the Year

Henry Alumnae Chapter of Delta Sigma Theta

Mother’s Love and Father’s Love Honorees

Michael and LaTaucha Harris

*Parent of Braves Star Michael Harris II

Tereon and Will Anderson

Parents of Alabama Football Star Will Anderson Jr.

Stockbridge Police Officers-Special Glass Ceiling Award Honorees

Detective Nicole Allen

Detective Cornelia Acousta

Detective Yoruba Calhoun

Lieutenant Marquita Driskell

Staff Sergeant Tiffany Hudson

Crime Scene Investigator Teanndras Miller

Crime Scene Investigator Laveeta Oliver

Police Officer Tiffany Wilson

Keynote Speaker-McDonough

Mayor Sandra Vincent

Host-Portia Bruner Fox5 Atlanta

#Stockbridgega #McDonoughga #LocustGroveGa #Hamptonga #henrycountyga #LocustGrovega #StockbridgeAmphitheater #Gacities #Municipal #Stockbridge #womenshistorymonth #women #atlanta #georgia #womenshistorymonthhonors

#Instagram

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smokealarminstallation · 1 year

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Features to Look For in Outdoor Wireless Surveillance Camera Systems

Outdoor wireless surveillance camera systems offer the benefits of wired cameras while being easier to install. They’re also more flexible for placement, as you can mount them in a wide range of locations.

These cameras often use a motion detector that activates when it detects movement in your yard. That’s useful because it helps maximize video storage by only recording when people or animals enter your property.

Two-way audio

Two-way audio is a great feature to add to an outdoor wireless surveillance camera system. Adding it will allow you to communicate with your family or loved ones remotely and help keep them safe at home.

A two-way audio security camera is a WiFi IP camera that has a built-in speaker and microphone. This enables you to speak with people or pets from anywhere in the world as long as they are connected to the same WiFi network.

This type of security camera also allows you to get notifications directly on your phone once motion is detected. This will let you know what happened immediately to help keep your home safe and secure.

A battery-powered two-way audio security camera is one of the easiest types to install, as you don’t need to worry about power or Internet connectivity. These wireless cameras use AA batteries, which can last for up to two years before they need to be replaced.

Motion detection

Motion detection is one of the most important features to look for in outdoor wireless surveillance camera systems. It’s essential to deter intruders, and it also makes it easier for you to see what’s going on at home when you’re away.

Most motion-detecting cameras use PIR detection, which works by sensing infrared radiation emitted by living things like animals and humans. If the sensor detects a rise in radiation, it triggers an alarm.

Better cameras can also filter out things like cars, animals, and packages, so that you don’t get false alerts about them. Some cameras even have person detection, which will recognize a human face and give you notifications only about that person.

Many outdoor wireless security camera systems come with a variety of other helpful smart features, such as remote access and two-way audio. They’re also compatible with various smart home platforms, such as Alexa and Google Assistant. Some of these products also feature e911 technology, which lets you call the local police directly through an app when an alarm is detected.

Night vision

Wireless night vision outdoor security cameras are a great way to monitor your home or business at night. These cameras have a CCD that is sensitive to infrared light, meaning they can see in the dark without any visible lights.

They also have IR LED lights that surround the camera lens, which emit infrared light that isn’t visible to the human eye. This allows them to capture high-resolution video even in low light conditions.

Another great feature is that they often have an infrared cut-off filter which automatically moves over the lens to block out IR light and move it back in when it picks up daylight, keeping your footage clear and crisp all the time.

Most of these cameras also use 3D DNR, or multidimensional digital noise reduction, to remove the image noise that would normally occur when capturing images at night. This technology also helps to reduce ghosting, which occurs when a bright object or surface reflects light off of the camera sensor and causes it to appear doubled up.

Storage

Storage in outdoor wireless surveillance camera systems comes in two flavors: local storage, which is saved on microSD cards; and cloud video storage, which stores clips on a remote server. Both are useful for keeping videos safe, but cloud storage can be more expensive and may not offer as much flexibility.

If you want to store video footage locally, consider a camera with an onboard microSD card or DVR that can save clips directly to a card. These cameras will usually cost less than a camera with cloud storage, and they won’t require monthly fees.

In addition to saving clips on a microSD card, some outdoor wireless cameras also save short video clips based on motion detection. These are called event recordings, and they often last a few minutes. They’re especially helpful for battery-powered cameras that don’t need to be plugged in, since they use less internet bandwidth than video recording that requires constant access to the internet.

#surveillance #surveillance camera system #security system

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