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- [00:00]
Maximson
Good morning, good afternoon, good evening and welcome everybody. As you are joining us, whether you are live in our very special live room or if you're watching on the replay, thank you so much for joining us. This is a topic that I'm excited to dig into more and I'm very excited to showcase a company that I've known for a while now. Even though the name may seem a little newer to some, it is literally just a rebrand of an old one. So I've got with me Michael and Ryan who are part of Conduit. I'm gonna let them do the, the intros and all the good stuff. I've got some demos and some exciting things to show you. My name is Maximson, I'm founder of Boostly. Started doing this 10 years ago where I give host the tools, the tactics, the training and the confidence to boost their direct bookings. And when we talk about doing all of the things to increase your direct bookings, cutting down on over reliance on third party travel agents, then it always comes back to, but Mark, I haven't got the time. And when it comes to I haven't got the time. This is where Conduit fill that need and that gap really, really well. So without more further ado, Michael, I know you're going to go first. I'm going to share my, my screen here, share some slides. Can you just, please just do a super quick demo, first and foremost, who you are in the company, what you do and then go digging into Conduit, please, sir.
- [01:22]
Michael
Sure. I appreciate the intro, Mark, and it's great to be here. I am one of the founding AES of the company. As Mark mentioned, we were host AI about a month ago and we rebranded to Conduit and we're really excited to show you some of the features. Also have Ryan here, who's also a founding AE at the company and, and he'll be going through the demo in just a couple of minutes. So put simply, Conduit, it's the most performant AI on the market for guest communication. Our goal, automate the mundane, repetitive tasks that we know our AI can handle and we escalate the most important tasks to your team. So right now we're consistently handling about 80% of all guest communication in over 20,000 listings worldwide. While using our Omnichannel inbox, your team only sees what Conduit cannot handle and our AI does all of the heavy lifting in the background. As Mark said, time is essential. Onboarding for Conduit takes as little as two phone calls. And can be set up in just about an hour and your AI can be up and running answering questions after that. And as a manager, as many of you are, we want to give you full visibility not just into the performance of the AI, but also the trends that the AI is categorizing and picking up on. So you can address maybe common problems that you see in a listing or a group of listings. And you can also see how our AI stacks up against your top guest support members as well. And a couple really cool features that we launched with the rebrand that we'll tease today. One being Voice AI 24. Seven Voice AI to triage and handle guest complaints, anything customer service and direct bookings as well as something we call workflows which is where this will allow you to create multi step operations that the AI can then execute. So we're really excited to push these features out and get those live. Right now Ryan's going to be doing a demo.
- [04:06]
Maximson
All right, thank you very much for that. And chaps, just in case anybody would like to as we're doing this today, go and check out more. What is the domain, what's the URL? What's the new place you want people to go?
- [04:17]
Michael
Yeah, it's Conduit app and you'll see some customer case studies that are really interesting. Again we work globally, we solve a lot of different problems on the customer service side, guest messaging side. So check out our website. We also work in hotels as well as long term rentals. If you guys have kind of expanded portfolios with different offerings.
- [04:45]
Maximson
Nice. Well Ryan, the floor is yours so you can share your screen and run through some cool demos for everybody.
- [04:53]
Ryan
Thank you Mark and to the Boostly team. Thanks again for having us. Michael, great overview. Thank you Mark. I think we are all set now.
- [05:02]
Maximson
I can stop sweating now.
- [05:05]
Ryan
Welcome everybody. I'm Ryan at Conduit. As Michael said, another founding AE here to support Just telling the world about us. There's been some great traction with the fancy facelift already mentioned to Conduit. Certainly expanding our market offering to beyond short term rentals. So you will notice that we have some industry specific in the the menu items there. But I'm going to go ahead and jump into an instance and give you a quick walkthrough of how things look as a user of Conduit. So I'm sharing a dashboard here. We're giving users full visibility into how their team is operating. So support team as well as the automation rate that they're achieving with Conduit. You can See a message breakdown, we see that AI is handling well over half the responses on average, with full visibility into escalations and seeing how those escalations were handled from your support team as well. And if I do move into Manager Dashboard, we get this awesome view of the average response time by the AI agent averaging less than 30 seconds per response in comparison to all human VAs. And then just over to the right, we see the AI agent handling far more messages than any human. So can BnB, a power user of Conduit, proud to have them with us. But let's talk about how we get there. As Mike said, onboarding is very, very simple. Implementation is painless. We connect directly to your PMS. We partner with all the large PMS's, Hostaway, Guesty Track, Streamline and many others, as well as a near exclusive integration directly with Airbnb. So once we connect those systems on your first call, we start to see a list of profiles automatically building with percentages growing on the right. This is our AI going into the PMS and Airbnb directly to scrape knowledge of all your listings to help build out this categorized and templatized list that we've created containing all the pertinent information for your properties. So we're training the model here to equip it to answer all basic questions and beyond. Information index on the right and then you can see the sources we're pulling from. We allow you to add files, PDFs or CSVs where additional knowledge might live, as well as guidebook links. Very easy in this case, and it will scrape the data the same way. And then if your optimization score is low, we're going to tell you what's missing. We're jumping into that listing profile, scrolling down to an empty circle here in the case WI FI information, you can go ahead and fill out that network and password, add that to the knowledge block, save it and your conduit knows it for the duration. So we try to make training your model very easy to understand. You apply our best practices and then we get into things like style. How do we want the AI to perform for us? We obviously want to preserve brand reputation through tone of voice. So here's a robust list on how to guide the style of your AI. And then we move over to rules and policies for much more stringent guide rails for which the AI to operate from. I'll jump in quickly to our Omnichannel inbox workflow. Now, many teams do decide to adopt this because we can connect all communication channels. So many teams are working out of a pms, but if they jump into conduit and add a company email, a phone for SMS and calls, a WhatsApp business line, and even enable our customizable chat widget, we can start capturing inbound lead intent and every chat widget button can route to a specific inbox type. So Cambnb is leveraging not only guest communication inbox one for owners, we see contractors for maintenance as well as a cleaning team. So consider this your control panel for your support team, ensuring no inbound inquiry is ever missed. So I can jump into a message here. I'll find one where the AI is proposing a reply and we'll touch on that in a second quick sidebar. You have your at a glance timeline, your summary on how the guest is doing, as well as that listing, booking channel and guest contact information. There's certainly brakes to the new car as we encourage achieving automation quickly. We can have autopilot initially or we can choose to go copilot where the AI is proposing the replies and we're holding its hand as we custom craft messages, teaching the system that knowledge if it's relevant to all future guests and then sending that through with those connected channels, we can respond through any channel there and then we can easily assign specific threads to anyone internally. That's high level inbox workflow. Again, many teams choose to work out of this, at least training the AI and fine tuning that knowledge base for, you know, the first two to three months. And at that point, once it is trusted, you can go ahead and assure that it's going to be achieving an automation rate of 60 to 70% comfortably and even higher, higher if you'd like, then you can leave the AI operating in the background and not really need to touch it. So we are AI first, but we do offer the omnichannel inbox for organizational purposes. If we do connect phone numbers, we're recording and transcribing every single call that comes in, as well as a lightweight CRM functionality where we can view contact information and message out there.
- [11:07]
Maximson
So just super quickly on this, I just want to. This is fascinating. So the CRM capability that you've got there and you've got the phone number, will the. Will the AI only call to confirm and triage bookings, or has it got the ability, say in a couple of months time to drop a call in to the client, to the guest and say, hey, would you like to come back to us? Is that an ability to be able to do something like that?
- [11:29]
Ryan
That's a good Question. So as we talk about this, this term AGI, right. Artificial general intelligence. It's. It's the race to. It's the race to good AGI. We're definitely nearing that. As we trial our voice AI for a very near term rollout. We've been getting samples where it's very hard to tell. It is indeed an AI, but that voice is also suggesting multiple properties that are available in a given area for certain dates with all details considered. So it's a great question. Scheduling, sort of follow up calls could certainly be in scope for that. You know, the future is, is moving, is coming fast.
- [12:11]
Maximson
So yeah, really, really impressive. So continue. Ryan. That was just me geeking out, looking.
- [12:16]
Ryan
At what's okay, nearly at the finish line here. Another more technical concept that because Conduit is built entirely on anthropic and GPT4, it's a very nimble, lightweight, customizable platform. So in what we call workflows, we want to promote the idea that Conduit isn't here to change any methodology in your business. It can also act in a proactive manner. Sorry. And we can set up workflows that chase down inbound intent. And this is a very customizable, accessible to all users feature that our product team is happy to guide support on and have you build out custom workflows within your instance. As Michael mentioned, integration very simple. We are logging into PMS, we are logging into Airbnb in the first 30 minute call connecting our channels and we can start to see this AI work for us within the first few days. By the first week the team is trained up, they've taken our 40 minute course, they're feeling like near experts on this platform. And then by the end of two weeks we have about 95% of people sticking around because they know this is going to future proof their business and enable that scale that they're hoping for. Also, guest support teams are just loving their leadership when implementing something like this, as you can imagine. So I'm going to wrap up with that. Guys, I hope you found value in the demo. Of course Conduit app in the chat and the talk to sales button will route to either Michael or myself. We're happy to make time and take a look at what your current needs are. Even if it's just curiosities around AI, we can keep it casual and educational. But thank you for having us.
- [14:07]
Maximson
That's interesting. So when they hit the chat button on Conduit, they actually go to a human and not robot. Ryan.
- [14:14]
Ryan
Yeah, well that's Right. I mean we do have obviously our AI support built in that might capture it initially, but we can identify every type of inbound message. Right. So that's escalated to the human most typically one of us to handle it right away.
- [14:31]
Maximson
Yeah, I love it. I've always been impressed ever since Cole first walked me through the product, gosh, couple of years ago now when it was hosted, I've always been impressed and whenever I get a chance to see a new demo and to just looking behind the scenes that I can instantly get my marketing and sales brain worrying with the possibilities and fascinating. So you built it on GPT4 and anthropic. What was the reasoning by having two models there and not just sticking to the one from OpenAI?
- [15:00]
Ryan
It's a good question Mark. I'm going to stay in my lane on this one just as a rep, you know, telling the world about this. But we do have a strong engineering team working seven days a week, 7am to 9pm I know a very sound choice went into that and as you know, we're leaving heavy enterprise app software in the past.
- [15:24]
Maximson
Yeah, absolutely. Okay, so here's an actual question from Zach. I got a question. Does conduit inbox support grasshopper phone lines? An apology, Zach. I don't know what grasshopper is. Ryan, have you ever heard of grasshopper phone lines? I. I assume the tech is built off twillow because again that's what most text or voices built off. But grasshopper phone lines, does that ever come across your docket?
- [15:54]
Ryan
So for technical questions, I do just want to point out the docs resource here and I'm jumping over to that to share this tab we have built out an entire document resource so if I were to click into phone we can see those and there it is. Grasshoppers right there on the list. As funny as of a name. We do, we do support that. They must be. They must have some wide coverage. Thank you for the question, Zach.
- [16:23]
Maximson
Yeah, fantastic. And and again the, the beauty of all of this is if you head to the docs, I'm sure that it will be all up to date and absolutely firing. Which is, which is fantastic. I mean look, you say we, we are not, it's not on the on the horizon. It is happening now. And you know, AI is not going to replace jobs. It is just literally going to replace hosts that aren't using it. And you got to make sure that you at the forefront of this and it is happening so quick and you can try and fumble your way through it. You can Try and do it yourself. But when there's companies like Conduit who have literally built it and like I say, I'm like always impressed, it is definitely worthwhile having a chat and seeing that now they've made it so simple because I know one of the kickback and the sort of the, the bits of feedback at the very start was oh my gosh, it takes forever to, to get going. It takes forever to plug this all in. It takes forever to get it good. But now you've absolutely just fine tuned that down to a 30 minute course and a couple of calls and it is and it's there. So amazing to see. Well done team. Well done everybody there. Which is, which is fantastic to see.
- [17:33]
Ryan
Thank you. Thank you very much. Yes. I just want to add to that last point you made. I talk to people every day right as a rep here. So 50 to 100 conversations on average and really there's a few categories that people live in when trying to understand what AI means for this industry can be quite the mental rotation. We have fear and skepticism all the way to. I'm bought in because I want to be a part of growing AI in this industry and so wherever you fall I think just the knowledge and education of what's out there right now. Staying abreast of it to like I said, future proof your business and maximize the effectiveness of your teams. Always good to just know of it. So no hard sell on our part. We are just here to educate and guide through. But a top tier product naturally sells itself.
- [18:27]
Maximson
Yeah, no 100 and that's the one thing I've always associated with with you guys from getting to know Cole obviously a bit more one of the co founders and the team is that there is no hard sell. So laid back like so laid back. It's like horizontal. I say you just let the product do the talking and, and, and the talking it is doing so phenomenal to see. Thank you everybody for, for tuning in here. This is obviously not the last you're gonna hear of Conduit and obviously we're going to be doing more PODC down the line and it is always a pleasure to, to showcase them to, to the community. If you want to find out more, you know the domain to go to Conduit which is C O N D U I T dot app. Cool little domain there. Go ahead and check it out again. If you've got questions, hit the button. You'll go through to, to Michael who was on earlier and Ryan and, and yeah fantastic. Brian, before we, before we Leave anything that you would like to leave Any takeaways that you would like to leave with our, our crew today with the people that have tuned in.
- [19:31]
Ryan
No, I mean I could shed a little light on, on what we're seeing as we, as we onboard customers which is you know a very varying level of agency. There is a way to go about this as people experiment with their own chat GPT instance and gain confidence there. Training a knowledge base for your business can be, can be terrifying but we do have best practices in place. We do handhold through this process and you know we really wish for every customer to escalate. Any doubt. There really is no dumb question when it comes to this stuff but we have people achieving upwards of 80% automation within their first two week trial before they even paid for us. They're, they're seeing 80% of those messages being handled. So, so it's, it's really incredible. I, I believe more and more in this product every day and I will leave it like with that. I, I, I don't want to just keep selling into this, into this crowdcast but no, it's good. I'm gonna meet all of you.
- [20:36]
Maximson
I'll be watching. I've been watching this and I were thinking I use teamwork for our boostly so for our boostly sort of behind the scenes sort of task management, answering to customers and, and I'm thinking gosh I just wish conduit would just build one for, for boost leak so it would just make life a whole lot easier having to deal with support tickets all the time. But with that being said Ryan really appreciate it. Thank you for tuning in from, from sunny California Michael wherever you may be. Thank you for tuning in and for everybody else we've had a, a worldwide audience. I recognize names here from all over. I even see somebody tuning in from New Zealand which is, which is lovely. So we're going to leave it there. If you've missed this and you want to watch the replay we are going to be clipping this and putting this all over the social medias. Go check out Boostly on your social media of choice. But with that being said everybody have a great day, have a great morning, afternoon, good evening and thank you very much. We will see you all very very soon.