How AI Voice Agents Train Sales Teams at $10B Company
AI Summary
This video is an interview with Fernando Tuchi, a Senior Product Manager at Trend Micro, who discusses his work in AI and cloud security, specifically focusing on AI applications for learning, enablement, and localization. Fernando shares the story behind a voice AI platform he developed to help sales engineers and field staff practice storytelling and customer communication through simulated phone calls with AI personas. The platform provides real-time feedback, coaching, and evaluation of storytelling skills, with scenarios tailored to different personas and objectives.
Key topics covered include:
- The origin of the AI voice persona platform as a personal language learning tool
- Its adaptation to a business enablement tool during an internal Trend Micro AI competition
- Features of the platform: voice-based conversations, real-time feedback, heat maps, and detailed reports
- Challenges of designing natural and culturally appropriate AI personas
- Importance of prompt engineering to maintain conversation relevance and naturalness
- Use of Microsoft Azure speech services for text-to-speech synthesis
- Considerations about latency, context window size, and costs in voice AI design
- Current adoption of the tool in various regions and plans for broader rollout
- Evaluation metrics focusing on skill improvement and potential business impact
- Advice for others building AI voice agents: start with a real problem and embrace rapid technology changes
Fernando emphasizes the rapidly evolving nature of AI voice technology and the need to create engaging, human-like interactions to effectively train and enable sales teams.