Altimeter’s Post

Transcript

Hi everyone, my name is Apoorv and I'm a partner at Altimeter. I'm joined today by Malte, who is the founder and CEO of Barla. Barla is helping enterprises manage their customer experience leveraging conversational AI O multi. Tell us a little bit about what you're building. We are revolutionizing one of the biggest industries in the world, customer service $500 billion industry, which is heavily broken. We all know that, right? We as customers are frustrated when we call customer service agents are frustrated. It's one of the industries with the highest. Turn out rates and companies are frustrated because they can't deliver great customer support experiences, right? So we deliver AI agents for customer service that take over repetitive tasks. So human agents can focus on the valuable, highly emotional tasks and our AI agents take over the rest so that calling customer service is fun. Again, there are a lot of companies that are doing AI for customer service. What are you doing differently? So we're doing a lot of things differently and there are three pillars. Uh, let's start with the first one, which the tech layer. So we all want to have the best experience with an AI agent. The agent needs to be smart, empathetic, friendly, and especially in phone that's very hard to deliver. And I would like to give you 3 examples for that. First example is the voice latency. And in a chat bot, 3 or 4 seconds of latency is not a problem. When you're in a real time phone call, you need to get to less than one second of latency. Another example is someone is calling, there are several people in the room. You need to differentiate who is this the the person speaking. The third topic, the phone audio quality, if someone is calling from a landline, there's a very limited spectrum which comes to the speech to text, so between 300 Hertz and 3.4 kHz or small spectrum and you need to fine tune the models based on that and to own the whole audio stream. We're building on end to end phone infrastructure which gives us the opportunity. Own the audio stream and build models and algorithms directly on top of that audio stream. Second pillar, we build a global network of partners like KPMG, PwC or Entity Data and many others in order to help our customers deploy Palua across the globe. Third pillar, Paul was built for the biggest enterprises in the world. Our customers come from industries like financial service, utility, ecommerce and retail hyperscalers. And what do they care about? Security. One of the biggest topics obviously reliability. They want to have the highest up time possible and scalability, they want to scale through hundreds of millions of calls across the globe and we guarantee that to our customers. So multi, take a moment and brag about your team. You've got an incredible team. So yeah, I'm very excited and proud of that team. To just give you a couple of examples, obviously my co-founder Stefan, who's probably one of the most visionary people in that space, before I was a hot topic, he was working in AI. When the Transformer paper was launched in 2017, he he approached me and said developments like that will define how we need to build AI for customer service. So proud to have him on board. Another example is you Rahim, who has joined us from Salesforce. He was CEO Salesforce in Germany, brought Salesforce from 3 million to 1 billion there. And it's probably one of the most senior experience assets leaders globally. Very exciting to have him on board. Or Stephen Heideman, I, former CEO of pastor of large public company in the FMCG space. He was advisory at big companies like Palantir. This advisor at Salesforce work dates illness one of the most senior and experienced go to market experts. So very excited to have those people and a lot of other great, ambitious, talented, experienced people. So proud to have all of them on board. While multi, thank you so much for joining us and very excited to partner and build the future of customer service. Thanks support. Very, very excited to have you and the team on board. We are very much looking forward to the future together.