How was my pitch, Jenny? Zoom’s venture fund invests in conversational AI platform

Second Nature makes use of pure language processing and subject material specialists to construct gross sales expertise and product information.


Second Nature’s sale teaching platform analyzes a simulated consumer dialog and identifies strengths and weaknesses of a salesman’s pitch. That is the dashboard a trainee sees after finishing a simulation.

Picture: Second Nature

Everybody is aware of Alexa and Siri. One other assistant simply acquired a big chunk of cash to make her identify simply as acquainted. Jenny is a digital assistant who focuses on coaching salespeople. Second Nature, the corporate that created this conversational robotic, introduced a $12.5 million spherical of funding Wednesday, Jan. 11 to construct out the conversational synthetic intelligence service.

This Sequence A cash got here from indicators Enterprise Capital, StageOne Ventures, Cardumen Capital and Zoom Video Communications, Inc. by way of the Zoom Apps Fund. Second Nature has raised a complete of $15.5 million.

Ariel Hitron, chief government officer, and Alon Shalita, chief know-how officer, based the corporate in 2019. Hitron stated his skilled expertise in each product advertising and marketing and gross sales impressed him to construct the service.

“After I labored in product, I believed that the messaging sheets and the battle playing cards have been one of the best factor ever,” he stated. “Then I switched sides right into a gross sales management position and realized nobody talks like that.”

Second Nature’s platform makes use of conversational AI to educate a salesman and enhance promoting expertise in addition to product information. A salesman in coaching runs via a simulated gross sales name with Jenny serving because the buyer. The video dialog is recorded and every trainee will get a rating on his or her efficiency with recommendation on enhance varied components of the pitch.

Hitron stated individuals working for multinational firms from greater than 54 completely different nations have used Second Nature. Prospects use the digital coach when rolling out a brand new product or new company messaging and to help a gross sales certification course of.

“With Zoom, their motivation was launching a brand new product,” Hitron stated. “They wished everybody to talk proficiently concerning the telephone product.”

Colin Born, head of Zoom Ventures, stated in a press launch that the enterprise arm of the corporate determined to turn into a strategic investor primarily based on firsthand expertise with the software program. 

“After greater than a yr of our world gross sales crew coaching and certifying on Second Nature, we really perceive the large potential in AI-driven gross sales coaching,” he stated. 

Hitron stated that the Second Nature coaching platform combines gross sales coaching and product advertising and marketing training in a single place.

What occurs on the gross sales name is that you’ve got possibly 5 minutes to achieve the belief of a buyer, they usually do not distinguish between your expertise and your information,” he stated. 

Along with shifting all gross sales teaching on-line, the pandemic erased the in-person relationship constructing ingredient of gross sales. The lack of that socializing time meant that salespeople must be able to spend most of their time speaking concerning the product, Hitron stated.

“That five-minute half goes very quick after which you must get to the purpose and you must be very proficient on the product and know the case research and the advantages of the product,” he stated.

SEE: Guardrail failure: Firms are shedding income and clients attributable to AI bias

Ian Campbell, CEO of Nucleus Analysis, stated AI-based teaching has the potential to decrease the burden on managers whereas growing the effectiveness of teaching by not solely being extra focused to the salesperson’s wants, but in addition delivered on the salesperson’s schedule.

“By growing the effectivity of gross sales coaching, and finally gross sales productiveness, Second Nature is addressing an issue that may ship in vital long run ROI for its purchasers,” Campbell stated.

A coaching resolution constructed to scale

Nancy Nardin, founding father of Sensible Promoting Instruments, stated that Second Nature’s skill to scale gross sales coaching is one in all its strengths.

“You may create some eventualities as soon as and then you definitely get to make use of these with your entire reps,” she stated.

Second Nature additionally makes it simpler for managers to educate a big crew, Nardin stated.

Nardin’s Enterprise SalesTech Panorama reveals how crowded the sector is for gross sales teaching software program however Jenny is one other aggressive benefit for the corporate, in accordance with Nardin.

“Second Nature can say, ‘We can provide you a real-life scenario so it feels prefer it’s actual life, not such as you’re training,” she stated.

The usual method to gross sales coaching is to follow internally with different crew members or follow on actual purchasers, in accordance with Nardin. Meaning a gross sales rep is training her pitch on dwell leads.

“Should you’re studying, you are burning the alternatives that you just had since you won’t be prepared but otherwise you could be saying the fallacious factor,” she stated.

Nardin stated gross sales managers must determine whether or not to let individuals study as they work with clients or discover a completely different coaching technique.

She stated that the sheer quantity of rivals might make it difficult for Second Nature to achieve floor.

“One firm may prioritize gross sales teaching and one other might say ship extra emails, so from that perspective they’re competing in opposition to all options, not simply those of their area.” 

Pure language processing and conversational AI

Second Nature combines off-the-shelf instruments to deal with the fundamentals of pure language processing with inner modules that may establish these components of a human dialog. The platform depends on each coaching knowledge and finest practices about how conversations work to perform that. 

Hitron stated that Jenny has to navigate extra refined conversations that almost all conversational AI platforms conduct, resembling reserving a desk or shopping for a selected product.

“It is an open dialog but in addition semi-structured so Jenny has to know when to interject and  when to information an individual,” he stated.

The digital coach has to differentiate rhetorical questions from an precise one. 

“Jenny additionally has to know primarily based on tone, intonation and pauses if I nonetheless have one thing to say or if I am executed,” Hitron stated. 

The present product is designed to work for gross sales groups nevertheless it could possibly be tailored for different teams, Hitron stated. 

Jenny’s secret to success is working with subject material specialists at an organization to grasp “what beauty like” for a specific salesperson. When SAP launched a brand new gross sales simulation with Second Nature, a number of SMEs taught the digital coach concerning the new product and work with salespeople. 

“Because the coaching continues, Jenny continues to study primarily based on suggestions from the reps,” Hitron stated. “A supervisor additionally might are available and say, ‘It is a good response,’ and add that to the definition of excellent.”

How the gross sales simulation works

A gross sales rep begins the coaching simulation with a 15-minute dialog with Jenny. The rep has a number of targets for the dialog that may cowl product data in addition to promoting techniques.  Jenny reveals up as a static picture whereas the trainee makes use of a video digital camera.

The rep will get an general rating in addition to particular person rankings for type and information. A transcript of the recording highlights alternatives for guiding the dialog in a specific route. The evaluation additionally tracks what number of filler phrases an individual makes use of within the dialog in addition to the power stage. The trainee has the choice to run via the simulation a number of occasions earlier than submitting it to a supervisor for evaluate. Managers have the choice to attain the session as properly. 

People can also present suggestions to enhance Jenny’s general understanding of the subject and the algorithm’s evaluation of conversations.

Salespeople can use the evaluation of the dialog to pinpoint the timestamp the place they gave reply. That suggestions turns into a part of the coaching course of for the algorithm, Hitron stated.

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