Boris Valkov
Appearances
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So if you're small, you start with things that don't scale. Usually you're trying to kind of improve things as they go. But I think the way for you to become really, really sophisticated and be able to overcome and beat the competition is just to embrace technologies because that's such an unfair competitive advantage. Of course, like coming from a technology company,
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yeah. Absolutely. And then when you start thinking about the leads, so everyone, every customer is talking about leads, leads, they generate more leads and that. So, but people don't understand that the leads have a double inflation and that's kind of a dead circle if you go that path, because what happens with leads, of course we want more leads, but the problem with the more leads is that
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Today, you have a double inflation. First, leads are getting more expensive every year. So you're spending more marketing budget next year for the same amount of leads. So your profit goes down. And then this means inflation. And the other thing is the quality of the leads goes down because there's more competition. So the quality of the leads goes down. So there's a double inflation. So now...
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
First, you need to catch up with inflation and then you need to step up the game. So this means that you might be kind of just working on half of the leads that you're actually paying for. And this is just going more and more expensive. So this means it's eating from your profit and it's limiting your scale. So that's kind of where one of the major misconceptions comes up.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Hey, I'm absorbing 95% of my traffic and I need more leads. This is kind of one of the areas where many of the companies don't realize that once they start using technology, they actually start making much, much smarter decisions about that.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yes. So the other thing is that, so you just mentioned some of the opportunities here, but there's so many more. Like for example, qualified unbooked calls. This goes automatically for rehash. So this is a massive opportunity where you didn't book the call. It was qualified. So this goes to rehash automatically. Then calls that was booked, but they canceled afterwards.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
This goes to rehash them automatically as well. Many of those calls. And the other thing is one of the most common reasons where you can also optimize is like from the CSR team's perspective. One thing is that today, So the way we design Clays is to answer the top three questions that the company will have in the call center. Number one is, what's my true booking rate, as we discussed?
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And the only way to answer this is to analyze 100% of the calls. Otherwise, you don't know what's your true booking rate. And the equivalent of that is that You're trying to prepare for a marathon and your stopwatch doesn't work. So if you become a little bit better, you don't know whether your stopwatch works better. So you don't know if you're improving. So booking rates is one.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
The other one is no company today can answer the question, what are my top five reasons to improve my booking rates in the call center? That is data-backed. I know that if I improve, that's going to improve my booking rates. It's very hard to tell that today without having the full data, only listening to five, 10 calls per day.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And the other one is when you're coaching your team, your CSRs and scoring them, are you scoring them based on five, 10 calls per month? Usually companies do that. But then coaching is not the same for everyone. So this essentially means every person needs a different coaching.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Prescription. So this means that based on analysis of the calls, you know who needs to do what coaching. That have the biggest impact on revenue. So there's so many additional opportunities where you can improve booking rates. And few of the examples here are, for example, from objection perspective, So in the call center, many of customers are receiving abandoned calls.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
This means capacity problem in the call center, especially the spikes during the week. The other one is immediate service unavailability objection. So if you start getting those objections in the middle of the week, this means that you have spikes in the week where you're kind of
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
understand it's a understaffed and it's not it has nothing to do with the call center it's actually in the sales team or in the technicians so this means that you need to fix your kind of a scheduling and your calendar for the team so other common thing is like uh service fee concerns this comes sometimes very often and this often means that you're not building enough value not explaining what this kind of service fee the customer is paying for it's going to
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
be a certified technician. It's going to be absorbed as part of the service. So all those things, people are not doing it. And that's kind of pretty much a major loss. But then some other things such as financing, if something comes on the phone, like, oh, it's too expensive. Oh, I'm not sure I can afford it.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So financing very often doesn't come into the phone calls to kind of make sure that customer understands that this is a possibility. So there's so many opportunities that are being missed every day. And this is where the difference between you have a dark room and trying to hit a target
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
today and then with technology pretty much everything is clean just like focusing on action instead of trying to figure out data.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yeah, I mean, the DNA of the company is execution and the rate of innovation. So I think the foundation of every software startup is rate of innovation. So how bigger steps you're making towards the next level of innovation, because your customers expect you to be on the top of the game. And the other one is the speed of execution.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So those two things are the only thing that you have a software startup that makes the difference. Because if you're not fast and if you're not innovating, then someone is going to take over the market. So from that perspective, our company was set up from the get-go. The DNA was execution, execution, execution, and of course, innovation. We listen to our customers.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
I spent hours in your call center. We dissected every second, every minute of everything that you guys do so that we can outline the software to the business needs to make it perfect. And that's what we do with our customers. We make sure we spend hours to understand every single second of the conversation to make the software best possible version of it. So that's kind of what it says about.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
I don't know if you remember the story where we discussed with Luke and then Luke is like, hey, cancellations, we need to think about cancellations. This was in the night. Next day, a couple of hours later, we had cancellations already in the software implemented. The night was a few hours in the day. So this is like the examples of speed of execution and implementing things fast.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And that's how the whole company set up to win.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
It's a complete waste of time.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
I mean, yes. So we can always do the calculator, kind of calculate for every single company what it means. But the easy ROI calculation is, average for the home service, average ticket size is $500 to $1,000 normal. And then if you have a high value code, it's like $10,000, $20,000, $30,000, $40,000, right? So you lose one of those, you lose $1,000.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So the question is like, do you believe that your CSR can save one more call with software? And if that's the case, you're kind of already making it. making profit. And from there, everything is like a scale for the company improving. So ROI is very clear in this situation. So everything is about, do you want to be more profitable? Do you want to scale faster?
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Do you want to have more marketing budget for, to be able to kind of grow faster and kind of get more leads, get growth? So that's kind of the questions that companies should be asking themselves with technology.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yes. And this is just one of the kind of the angles that you see, like booking rates is just the high level surface level. But then what about like, why did we book and why didn't we book? These are questions that everyone should be able to answer. And that's where the biggest challenge of the call center is today. Like you just cannot answer those questions.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And the other thing is that all the opportunities and automations that you create afterwards, like these workflows that you can create after the call center, This is everything can be connected together with the other systems that can be doing the rehash and the other system that can kind of reaching out and all those kind of things. So this whole thing can be connected in one system.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Of course, you can start small and you can fix one thing at a time. But eventually, as you're becoming sophisticated call center, as you guys are one of the most sophisticated call center we've seen in the industry in the United States, as you're getting to that level, then you start connecting systems.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
You kind of start working these small details and then it's pretty much very hard to catch up with that.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yeah, so you have these four tiers, four tiers of the funnel. It's marketing, the call center, sales, and the service. So the call center is the one where if you don't go through this part of the business, then it doesn't matter how good of a salespeople you have, but you're never going to have the chance to go to a customer and kind of present the company.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So from a call center perspective, it's the first time we have actual communication person to person where the customer calls the CSR and you're able to explain your business with that. So from that perspective, yes, that's one of the major parts in the funnel where you start from the marketing, but then the next one in the funnel is the call center.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
which enables and opens the funnel for the sales and everything else that I have in the business. So this is where, yes. So we just wanted to focus on this part first, make sure that it's very, very clear. It's very, very advanced. And AI helps here a lot because what AI is really good at is scale and understanding of what's going on in the conversation.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
It's like catching things, all the playbooks and all the best practices and all the objections and all of that AI is so good. It's so much better than a person. And it's also at scale. It's like all the calls.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So the good part about that is that if you're a call center manager, instead of listening to phone calls and kind of, you can still listen to phone calls, but instead of listening, you can go and do this kind of a virtual ride along thing in the call center. You can listen to 1000 calls for less than a Because essentially you'll focus only on the one that matters.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And then you can process a thousand calls per minute. And then what's your performance as a call center manager compared to any other call center manager you have out there? That's one. Then from a CSR perspective, so we usually by default grant access to everyone to be able to see the rest of the
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
I'm biased, but that's one of the ways for a small company to be able to catch up. That's the fastest way because what's the other one? The other way is just to go to these slow processes over time and companies have accumulated knowledge over decades of how to do things properly. So the only way
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So now you have this kind of self-coaching opportunity as well, in addition to your manager, where you were struggling with something, the software will show you very clearly what you're struggling with, and you can go and see how are your best peers doing it. It essentially means you can listen in practice, in your company, in your environment, how to do it. And that's so powerful to coach.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yes. So we are the leading call center revenue platform in the home services, home remodeling space. We will be leading the charge for a very long time. We will be on the top in every innovation that happens in this space. And we'll guarantee our customers that they'll always get the best technology, the newest technologies. They'll always be the fastest and the best. So
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
What is coming is you're going to have all those features we're discussing. They're going to be better. They're going to be faster. They're going to be much deeper to the point where it will be, I don't know what to do. Everything is clear. I just need to take the action. Right now, you need to double check a few things, but still it's super clear the action.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So it's going to be to the point where you just need to do that and then you'll be better until you get to the point where, yes, the innovation will get to a point where self-driving cars will come. But as I mentioned, it's going to take years. And of course, this will be a transition process where, yeah, it will be.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yes. Yeah. So what we do is with Laces, we automatically clean
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
show you everything that you need to know here of course yeah some of those prompting things that you can do and kind of just ask questions this is it will come and this is very easy to do so we can can definitely add those additional helpers but what we're trying to do is we actually know what you need to take action on and we just tell you so for example you come today and we're talking to many many just opens uh
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
and you know what to do today is essentially, so this is your booking rate, your goal is to increase, these are the top things that you need to focus on today, and this is how you do it.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And then yes, prompting is one of the things that you can ask follow-up questions, but also you can go and see immediately because our goal is here to pretty much tell you everything that you want to know automatically, immediately. And then you have also these automations where kind of the workflows and the notifications are all that happens. For example, if you miss something,
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
a high value call, that's going to be like a 10, 20, 30, $40,000. You're going to immediately get notified so they can recover this immediately with the best salesperson, all those kinds of things. So all this innovation to make you extremely, extremely good, your team is coming. It's going to be pushing the boundary to the point where there's not going to be guessing work.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
You know immediately what's coming.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Like, how do they compete? Yes. So if you're small, you start with things that don't scale. Usually you're trying to kind of improve things as they go. But I think the way for you to become really, really sophisticated and be able to overcome and beat the competition is just to embrace technology because that's such an unfair competitive advantage. Of course, like coming from a technology company,
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
I'm biased, but that's one of the ways for a small company to be able to catch up. That's the fastest way because what's the other one? The other way is just to go to these slow processes over time and companies have accumulated knowledge over decades of how to do things properly.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So the only way to kind of shortcut this whole process of getting sophisticated is technology because technology very often shocks the world and comes with something so much better, so much more advanced. By the time all the other big companies implement technology, you might be the first and you might be the best. Now the question comes like, what are the best technologies?
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
How do I choose those technologies? And this is where, I don't know, your network conferences and all the other ways to kind of get educated. And then choosing the best partner is very critical because this partner is going to bring you for this specific area that you're kind of focusing on.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
It's going to bring you to the next level because this partner is constantly trying to push the boundaries and help you be better. So even if you're a small company, I think that if you
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
yes and this is where you as a small company the advantage is that those companies usually move fast so because they move so fast they have the advantage of just choosing the right the right steps they can grow very quickly so that's kind of the only way to win in this market in my in my mind is just to move fast because if you're a big company you need to be extremely innovative as you guys are thinking always about the best technology but that's not very common the moment you become a big company you become a little bit some of the companies become a little bit lazy
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Some of the companies have a little bit of momentum. So to keep this kind of a startup mindset, like a small company startup mindset is very hard. So as you get bigger, it's actually more dangerous to fall into a trap like, oh, things are working and we're kind of winning the markets and we are good. And this is where the opportunity for small companies come.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Or if you stay sharp and are a big company, then it's very, very hard to compete against.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
You guys have a massive volume of calls. This is massive.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
reach out to me, boris at lace.ai, b-o-r-i-s at l-a-c-e.ai, or book a demo from the website and one of our highly trained team members will show you how you can improve your business profitability in call centers.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
No, thank you so much, Tommy. Level of execution that you guys have. Like sometimes we talk on the phone and things are happening with the text messages as we speak. And that's exactly what the partners are looking in because this is what we are. That's the partners we're looking in. So speed matters and you guys are great. So thank you so much. It was great.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Thank you.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yeah. Thanks, Tommy. It's great to be here. So maybe I can start with a quick story. I was born in Europe in a country called Bulgaria, a small 6 million people country and beautiful place. And then from there, my family and I immigrated at the age of seven to Germany. I spent three years in Germany. We didn't have money. My dad worked as a construction worker. My mom worked in a restaurant.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And I was in school, second grade. So we stayed there for three years. And then our business expired. We came back in Bulgaria. In the savings, we opened a local family-owned business, grocery store. So, and this is where I encountered for the first time, like the call center 0.1 version, where customers will call on the phone or help them. And then they'll come in person.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
I'll try to understand what's the problem and try to help them. And this is where I kind of found like the more people you help and the happier they are, the happier I am. So that's how I defined my goal in life. And that's how I started. So from there, I also got obsessed with the engineering and technology, and I graduated computer science. So this is where I met my co-founder, Stan.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And from there, I started thinking, we work in this software company, I started thinking, how can I impact the maximum amount of people? And that was just a passion of mine, kind of build software, now I have a new skill, build a software that impacts the maximum amount of people.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And then in Bulgaria, there weren't too many examples of startup companies that have reached really the level of like impacting the maximum amount of people that I was imagining to do But I knew about Google, Microsoft and Microsystems and the other companies.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So from that perspective, I just thought, OK, I need to come to the United States and start a company and help as many people as I can with software. And that's kind of how we started the whole kind of a journey. I applied to 20 U.S. companies and I didn't get any responses. So I took a longer path.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So I'm like, OK, the next idea will be I join the only company I knew that has a headquarters in the United States called VMware. I worked very hard, harder than anyone else. And then I got to a point where they offered me to be the first transfer to the United States headquarters out of 1,000 people office. And that's kind of how I came to the United States.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And that was kind of a mission accomplished stage one. And then I worked a couple of years for VMware, then Facebook. It was amazing, as you mentioned, like we're one of the best people in the world. And then at Facebook AI, we're actually working on one of the best AI software that you can imagine in the world with one of the best people, PhD researchers, AI engineers, etc.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And then this is where I realized that AI reached an inflection point where it's going to be the biggest shift in technology that we've ever seen. And if you think about the revolutions we had the
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
industrial revolution in 1760s we had the digital revolution in 1950 and then we have the ai actual revolution starting a few years ago so i just wanted to i left facebook my co-founder stan was also kind of looking and we started together uh this company and we just wanted to bring the best technologies from the top five companies that usually have access to the rest of the world we got super excited about the home services space and that's kind of how we started lace
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
The idea was pretty much help the call center in the home services space to be much more efficient. And there's something very special about the call center in the home services space. And that's why we chose this vertical.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Absolutely. So average ticket size in those two micro verticals are very different. And then the other thing is that the home services, home improvement call center, there's something special about it, which is it's very different from the bank call center, from the kind of the hospital, the airlines, the other ones. This call center, 90% of the revenue
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
comes from the call center in this business. Where in the banks and the other ones, it's mostly support. So it's not how you're calling to kind of fix your banking account or kind of change your airline tickets. It's a cost cutting exercise. And here the volume is massive and the average ticket size is massive. So it's an amazing opportunity. And then at the same time, it was a black box.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
When we talked to one of the first customers, they came to us and they mentioned, hey guys, we have 20,000 calls per month. 90% of our revenue comes from those phone calls. We want to improve the booking rate, and we don't know how because there's no action that you can take. So the head of call center will be listening to five to 10 calls per day, and that's less than 1% of the calls.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So you're making decisions for 90% of your revenue based on 1% of data. So this was extremely inefficient for them.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So what they started to do is before technologies, they were about to hire QA people, three QA people that will be listening to phone calls and flagging calls all day long, $6,000 each, $200,000 to be able to have those three folks just increase the analysis of the phone calls from one to 10%. So it's a very expensive, very efficient way to look at this.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And that's why we thought that technology, we could completely enable the call center and make it extremely, extremely efficient.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yeah, yeah. So the way to think about the future is where are we today? Where is the majority of the revenue coming from today? And then also the AI agents and the AI bots that are in the future. So the use cases are very different. So one is overflow and weekends, and the other one is your main revenue today.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
And then as we know from history, self-driving cars have been here for way more than 15 years ago. Still trying to do full self-driving cars. Not every person has a self-driving car. So it's been 15 years and more. journey and we're not there yet. So it's going to take a long time until you trust this to take your main calls, which is the main business.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So overflow and weekends is currently the use case. So what we wanted to focus on is where is the majority of your revenue today, which is like 90% of your revenue is in the people and the CSRs and agents that are taking the call, talking to a customer and booking a call is very, very complicated operation. So it's not that simple as it might sound for those four minutes.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So you need to show a lot of understanding a lot of compassion. There is a lot of things that can happen on the phone call. So you need to be really, really good. So this is hard. And because it's hard, currently people are best to do that. And from that perspective, what we've built at LACE is to make sure that you create a superhuman, super people, getting really good, really focused,
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
making sure that every coaching and every aspect that you do in the call center has a direct correlation to the booking rates and the revenue. It's not random. So this is why like from a strategic perspective, we are focusing where the revenue and the goal and the pain is today.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Yes, exactly. So what happens is that many of the companies think that they have 90 to 95% booking rates, et cetera. So one of the major areas that we're focusing on is first, in order for you to be correct with the booking rates, you need to have 100% audited calls, which is not the case today.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
The way the calls are calculated today, booking rates is by manually dispositioning those calls by human. So this means there is a human error involved in that. So when you go to a full 100% of the cost analysis, then booking rates might actually change sometimes by 10%. So this is one. So you might be thinking you're 95, actually you're 85.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
The other thing is then from there, when you start cancellation could be another 10% that you're kind of experiencing after you book the call, then you cancel. So there's another 10% opportunity that you're not realizing that you have. You're thinking you're 95% booking order. Some of the companies thinking that they're 95.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So, and then only half of the call center's calls usually for our customers are qualified calls, which is like a revenue opportunity. But then you have half of the calls that are not qualified as of today's standards. But then what are those calls?
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
Like some of them are, okay, so all of them are spam or technicians calling the mainline, but some of them are marketing opportunity where you actually can fine tune your marketing campaign and create more of those leads. So this is another 5, 10% improvement.
The Home Service Expert Podcast
Staying Competitive by Adopting AI to Optimize Efficiency
So all of a sudden from what some of the companies think might have 95%, they have like a 30, 40%, like they're actually 55, 60% actual working rate and opportunity, much bigger than the area-wide. So this is where being able to see what's going on in your call center is critical because now you're realizing the full opportunity.