Gong Name Highlight makes use of AI to summarize buyer calls

Gong, the nine-year-old firm targeted on making know-how that streamlines workflows for income groups throughout sectors, made information earlier this summer season by introducing new generative AI-powered options to its buyer dialog evaluation platform, together with gen AI messaging solutions.

Now, it’s going a step additional: The corporate right this moment introduced completely with VentureBeat that it’s introducing the brand new function Name Highlight, accessible for all of its 4,000 platform prospects (and counting) globally, at no additional cost.

The brand new AI-driven software (powered by a mixture of proprietary Gong AI fashions and GPT-4 in Microsoft Azure OpenAI Service) robotically transcribes and analyzes a income group member’s dialog with a buyer over video name, audio name, cellular or desktop, even emails and textual content correspondence — any communications the income group member desires — and auto-generates a abstract and key factors for the income group to behave on.

Elevated AI productiveness with a human contact

For Gong’s largely business-to-business (B2B)-focused purchasers, who spend plenty of time prospecting prospects of their very own and managing buyer relationships by means of direct correspondence, the software is poised to supply elevated productiveness and effectivity.

On the similar time, Gong hopes the brand new function permits income groups and salespeople much more time to forge and keep the distinctive buyer relationships which are key to touchdown enterprise.

“You turn into extra environment friendly” utilizing Name Highlight, Gong chief product officer and cofounder Eilon Reshef, stated in a video name with VentureBeat. “You don’t have to overview the entire textual content. You don’t have to hearken to the entire name. You don’t have to take notes. You don’t have to do something manually.”

Simply allow Name Highlight by means of Gong’s platform — there are modes that may immediate the opposite events in any given name to comply with being recorded and analyzed by Gong’s AI — and it’ll care for it for you.

Unparalleled accuracy

Gong says that Name Highlight is unmatched in its accuracy, providing gross sales insights which are twice as dependable as generic options accessible available on the market comparable to different shopper massive language fashions (LLMs), having been educated on billions of gross sales interactions that Gong sourced from prospects.

“What’s distinctive about Gong is that as a result of we prepare the system based mostly on income conversations, we get far more correct outcomes,” Reshef instructed VentureBeat.

This features a extra correct AI interpreter of particular firm and product names — one thing different auto-transcription AI companies usually battle to deal with, in VentureBeat’s testing, defaulting to generic phrases as a substitute of emblems.

Ask the AI something

One in every of Name Highlight’s standout options is its distinctive “Ask Something” operate — the primary of its sort tailor-made particularly for gross sales. Consider it as your private gross sales coach, able to reply any query you throw at it.

Whether or not it’s looking for steering on sealing a deal or understanding why a specific dialog issues to a regional account government, Ask Something delivers exact, context-rich recommendation.

As an illustration, after a name, a gross sales rep would possibly marvel, “What can I do to up my sport for closing this deal?” Ask Something churns out actionable steps based mostly on its deep studying of a selected buyer interplay, with context pulled from Gong’s in depth gross sales information.

Equally, if a supervisor desires to know whether or not opponents had been name-dropped throughout a dialog, the software can sift by means of the decision particulars and flag any potential threats, permitting for focused teaching methods.

Name Highlight’s key options

Along with the Ask Something function, Name Highlight contains:

• Highlights: This function boils down the crux of a dialog into easy-to-digest bullet factors and suggests subsequent steps. It’s like a cheat sheet for gross sales calls, constructed on Gong’s in-house AI fashions.
• Define: Think about having name subjects neatly filed and categorized, nearly like chapters in a guide. It robotically organizes subjects mentioned in a name to make it simpler for the income group member or all the group to understand the shopper’s wants and considerations.
• Name Briefs: These are condensed summaries of conversations that Gong says enable reps and managers to make amends for earlier talks as much as 80% sooner.
• Automated CRM Updates: In an age when time is cash, automated CRM entries save reps from the drudgery of guide information entry, permitting them to give attention to what they do finest — promoting.

Gong prospects may share any of those AI-generated merchandise with their colleagues and managers as wanted, and likewise push information to their buyer relationship administration (CRM) software program of selection for recordkeeping — or not. It’s all as much as the shopper to resolve what to do with their gen AI work merchandise.

Safety stays paramount

Moreover, Gong is aware of that safety is top-of-mind for a lot of of its prospects, and seeks to reassure them that safeguarding their information is of paramount significance whereas introducing all of those new gen AI options.

“One of many important parts for us is safety,” stated Reshef. “We’ve got a number of the Fortune prime 50 firms as prospects, and they’re very involved about safety and unlikely to permit us to promote their information outdoors the corporate. So we rent Gong workers and do all the things in-house.”

Gong famous that it has been recording calls since 2016, and is GDPR-compliant and has stayed up-to-date on all related laws within the years since.

By marrying extremely correct, context-specific recommendation with a variety of different options and safety, Gong hopes that Name Highlight shall be a game-changer for the income groups that attempt it out.