PegaWorld iNspire 2024: Smart Selling Made Simpler: How Unified AI & Automation Transforms the Way Your Organization Sells

Learn how leveraging unified AI and workflow automation can transform the way your organization sells. AI insights and guidance do not just provide information to reps, they unleash a whole new level of productivity.

Learn how you can eliminate potential roadblocks and make every seller your best seller.

Transcript:

- Okay. We have a small but mighty audience here. Welcome, everyone. This is Smart Selling Made Simpler: How Unified AI and Automation Transforms the Way your Organization Sells. But before anything, some introductions are in order. My name is Kat Austin. I'm Product Marketing Manager at Pega. Some people say I have an accent, it could be true. I'm coming to you from Kitchener, Waterloo in Canada. Has anyone ever been to Kitchener, Waterloo in Canada? You sir? What took you there?

- Family.

- Family? Oh, wow. Where is your family located?

- In Ontario.

- Oh, wow. Okay. Hello, neighbor. Anyway, I'll save you the trip, in case you were thinking of going. Kitchener, Waterloo in a nutshell, it is the home of Blackberry. It has the biggest October Fest outside of Munich, and it is a bustling tech hub where the traffic is controlled by Canada geese. True story. I am joined here by Frank Martin. Frank.

- Hey, everybody. Frank Martin, Senior Director of Product Management for our Sales Automation product. Based out of our Boston headquarters area office where, I don't know if there's any Celtics fans here, but everyone's obsessed with basketball in Boston right now. The Celtics are two games ahead in the NBA finals against the Dallas Mavericks. Any Mavericks fans? Ah, good luck. It's not over yet. It was close last night, but two more games to go, or maybe more. But anyway, I'm really excited about this session, Kat.

- I am too, Frank. So this session is all about how your organization can use Unified AI and Automation to transform the way it sells in a very new and rapidly changing world. So first, let's reflect on some of the changes. Oh, wait a minute. I had a question for you, our lovely audience, and thank you for coming by the way. Okay, show of hands, how many of you are Pega clients? Raise your hands. Welcome. Good to see you all. Raise your hands if you belong to an organization that is using Pega Sales Automation. All right, you are in the right session, everybody. Okay, and then finally, show of hands, how many people didn't know that Pega had a Salesforce Automation solution? Good. That's fair, that's fair. And we do have a Salesforce Automation solution. It is called Pega Sales Automation. And it has been recognized by Gartner as the top solution for three years in a row across all use cases. B2B, B2C, and Indirect use cases. So that's a good little nugget of information for you. Anyway, as I was saying, this session is all about how AI and automation transform the way your organization sells in a very new and very rapidly changing world. But first, we're gonna reflect on some of those massive changes we've seen over the past few years, rather. If you look back to before 2020, okay. A lot of selling was done in person, and sellers could really rely on those very human-to-human settings as a place to build their relationships and drive those sales forward. Well, you know what happened next? Maybe you care to forget, I don't know. But 2020 happened and then suddenly everything became virtual. And then Zoom and Webex became the norm. And then sellers lost those very human to human interactions that were so vital to their business. And let's fast forward to today. Yeah, we can see each other in person, right? It's great. You are beautiful people. I like seeing you too. Now, the reality is, that sales has forever changed and digital selling isn't going anywhere. Not to mention the elephant in the room. Generative AI is gaining traction all across the business landscape and it is impossible to ignore. There was a study put out by McKinsey recently called The State of AI. And in it they said that over a quarter of companies are already integrating AI into their business processes. And over 40% are planning on intensively investing in AI. So it is obvious that businesses want to get moving when it comes to AI. And those who can do it right will come out winning and those who can't will be out of the game. It's so interesting 'cause if you think of traditional adopters of AI, you think of the manufacturing sector, you think of the automotive industry, you think about those robots, that automate those tasks that are dull, dirty, and dangerous that we don't wanna do or we shouldn't be doing. And speaking of dirty and dangerous, does anyone have small children here? Yes, I bet you'd like a robot to automate some of that work away from you, huh? Yeah, like what was that application? The MUD Management Blueprint that was out? I could get some of that. Anyway, I'm distracting you. So there are adopters emerging now in new areas, one of which is sales and marketing. Another which is product and service development. So it's obvious that AI presents a huge opportunity for organization to transform the way they sell, to optimize sales, to optimize their sales teams. So we can say that right now in sales, AI is ripe for picking. However, there is a fundamental problem that underlies all of this, and that is that Traditional Salesforce Automation was not built for today. So sellers are still bogged down by manual data entry, information overload, limited integration with other systems and apps, data silos, adoption challenges. And all these detriments come together in a perfect storm and they create an overall lack of end-to-end visibility. So all these pain points basically create seller blind spots, critical seller blind spots. The seller is missing in essential information about the customer and the customer's journey. So what this means in the end is they can't understand the customer, they can't focus on the customer, and this presents a huge loss. So it is clear that organizations need to transform the way they sell. They need to simplify sales. And there are technologies that can help with this. There are magical tools that can help you. But the issue is, how do we determine what are the real magical tools and what is just magical fluff? Just smoke, and mirrors, and distraction. How do we make simplifying sales real? How do we take the most of what's coming out of these new technologies and AI and make every seller your best seller? What if you could make every seller your best seller? What if sellers always knew the next best step to take? What if they could immediately understand the context of an opportunity? What if they could make every sales interaction meaningful? What if they could instantly unlock answers trapped within webpages and PDFs? What if you could quickly adopt a product regulatory and market changes? What if you could anticipate customer needs? All this is possible with new technologies, but how do we do it? It is not enough to take AI and use it as a bolt onto your existing tech stack. Organizations need to start with a foundation that's capable of bringing everything together, of bringing full visibility into the customer, and into the customer's journey, and really driving those sales processes forward. And the two core components of this foundation, are Workflow Automation and AI-Powered Decisioning all on a unified low code platform so that your organization can easily adapt to change and so that you can optimize every sales interaction. And Pega Sales Automation harnesses the power of these two core components to automate and simplify complex sales processes with two ends. So the first end goal is to increase sales velocity by enabling teams to focus on the leads, activities, relationships, and opportunities that are most likely to convert or close. And to optimize seller productivity by anticipating customer needs, eliminating critical seller blind spots, and guiding sellers from end-to-end. And our clients have seen brilliant results. If you look at CNO Financial, they were able to simplify seven policy systems down to just one saving millions in licensing costs. And since we're speaking about velocity, let's take a look at Nissha. Nissha is a Japanese manufacturer. They were able to implement Pega in just 12 weeks. And Bradesco Seguros saw a 50% increase in sales efficiency. And these are just some examples of the many companies that are transforming their sales processes with the power of Pega. Now, before we dive into Frank's demo, where you're gonna see all this magic in action, I'm gonna talk to you for a moment about increasing sales velocity and optimizing seller productivity and what this actually means. It is obvious that accelerating deals cycles constitutes a key goal for many enterprises. And our vision is to enable companies to achieve just this, by scaling expertise across entire employee bases and democratizing knowledge to make it accessible for all. And two ways that we do this is with Pega GenAI Coach and Pega GenAI Knowledge Buddy. So Pega GenAI Coach provides your sellers with a generative AI virtual sales coach that guides them through every sales journey. So this new capability provides sellers with easy real-time guidance based on your organization's best sales practices, and opportunity data. So for example, you can ask Pega GenAI Coach questions like, what are the blockers in my sales process? And how do I accelerate this opportunity? Another way to increase sales velocity is through GenAI Knowledge Buddy. Pega GenAI Knowledge Buddy. But how does this happen? Essentially, with Knowledge Buddy sellers no longer have to manually search for answers. They ask Knowledge Buddy and they receive an answer. Ask and you shall receive. But how is this working? So Pega GenAI Knowledge Buddy is combing through your organization's collective data. It's looking through the PDFs, it's looking through the web pages, it's looking through the documentation, it's looking through the knowledge bases, and it's taking all that information and it is generating an answer for that seller that is contextual, coherent, concise, and is based in enterprise grade security. You're gonna see this in a moment in Frank's demo, and frankly Frank, it is amazing. Let's talk about optimizing seller productivity. How can we do this? One way is by helping sellers with their meetings. And Pega GenAI analyze can achieve just this by generating on-demand briefings, talking points and meeting summaries. And you can just imagine what a huge help this is for sellers. Another way to help sellers optimize their productivity is by streamlining communications. Pega GenAI Automates this manual work by composing emails and chat messages. You're gonna see this as well in Frank's demo, and it is equally phenomenal. So if we look at these two capabilities, we can appreciate how much work this removes from our seller's busy plates. And ultimately this means they can focus on the work that matters. They can focus on what really matters. They can focus on the customer. And with that, I hand it to you, Frank, for your demo.

- Great, thank you, Kat. So Kat, I love that theme you were brought out of using workflow automation and AI to make every seller your best seller, 'cause that is exactly what's been driving our product roadmap over the last couple years. For the demo today, we're gonna step into the shoes of Noah Smith. He's a sales rep with U+ Communications. This is a communications data story, but this is available across all industries of the product. And he's essentially selling Comms technology and a B2B use case to a company called Acme Technologies. Okay, so Noah opens up a sales automation, he opens up his opportunity, this is the opportunity case with Acme Technologies and he needs some assistance this week, right? He's really busy. He needs some help on this opportunity. So he's gonna turn to his new GenAI Coach feature. This is a new feature in 24.1. As a matter of fact, everything I'm showing you today is GA in our product in the 24.1 release. So he pull right here in the bottom left here, we have this new tab GenAI Coach. Noah's just gonna click on GenAI Coach and he's going to see what we call the default question get asked, and it's gonna generate an answer. So let's look at the question and answer and then we'll pause and kind of talk about what's happening here, okay? So the first GenAI Coach question is, please provide an engagement summary, key insights, and suggested next steps for this opportunity. Pretty straightforward. And then he gets this response back, right? So around engagement, you can see that GenAI Coach makes some recommendations and insights around the meeting. There was a meeting on Monday with low turnout, and then there was a meeting on Thursday where the decision makers attended. Sentiment was more positive. You can see things like Jake Brown has declining engagement, there's pricing concerns, the opportunity amount might drop 'cause the quote's been revised downward several times. And then some suggested tasks like, getting the revised quote out to Acme by Friday. So how does GenAI Coach have that much detail and how can it give Noah that much insight into the opportunity? Let's talk a little bit about what's behind it. I'm gonna click this little I icon here, right? And any user can do this. They don't have to but it's just informational. This is where we show the user what is being passed into the GenAI Coach. And there's really sort of two-key components. One of them is the cases and the data. How do we give it the context about this opportunity? And the second one is the system instructions. What's the guidance you want to give us? So let's talk about the data first, right? So this is an opportunity, we can pass in not only, you know, the opportunity itself, but where am I in the selling process for this opportunity? Which contacts are on the opportunity? What's in my engagement with those contacts? We can even look at emails that have been sent and received from people in that meeting. We can look at call transcripts that we synchronize from Webex and Zoom and Voice AI. And then we can look at the account, right? I'm selling to Acme Technologies, you know, is there a SevOne SR with Acme that could put the deal at risk? And we take that full 360 degree view of that opportunity and that customer and the people on it and we literally pass that into gen ed coach in real time in this dialogue. And then there's the system instructions, which are your business logic, right? So it's your thought leadership, the best practices of your sales organization. How do you want GenAI Coach to guide your sales teams? And we use this internally, by the way, our Pega AEs are all have access to GenAI Coach today. The way you know, one of the things we have in our system instructions is sales methodology, so you know what, we actually put our whole sales methodology into the system instructions. And then one of the questions we ask is, how well is this sales rep following the methodology? What can they do to get back on track if they're not following it? So that's really, you know, your VP of sales, your sales management can really drive how the Coach coaches your sales reps. So after that default question, right? So any sales rep, when they open their Coach, that's the default question they're gonna get but it's conversational. So now Noah, the sales rep, can keep asking some more questions. He says, "I'm traveling most of this week and we'll not have much free time. If there's one thing to get done this week, what should it be?" And he can fire off that question to GenAI Coach. And Coach comes back and says, "Okay, based on the information provided, the biggest risk to this deal is a lack of engagement from Jake Brown. He's a key decision maker with declining sentiment has not attended the last two meetings. Increasing engagement is crucial to moving the deal forward." Okay, useful. Now, again, he doesn't have a lot of time, he's gonna push it a little further and ask the next question. Can you help me write the meeting invite an agenda for the call with Jake and keep it brief. And we'll fire that one off. And GenAI comes back with a specific agenda. You can see it mentions the product on the opportunity. And the agenda can be based specifically on interactions with Jake and things that have happened. You know, emails, call transcripts and things like that. So, you know, this is just the tip of the iceberg, right? So you can ask any question you want. Our AEs are doing this today, like I said, in production on all of our opportunities. And then the next scene here, is Noah is going to switch to his calendar and look at his upcoming meetings, okay. So we're gonna switch gears now and he's gonna go check his calendar and bring up a meeting. Okay, so here's his upcoming meeting. The first thing you'll probably notice here is it doesn't look like a meeting looks in most CRMs or in your Outlook, right? If you know, one of the sort of table stake features of any SFA is you can synchronize your calendars with your Outlook, for example, right? We can do that, we can synchronize calendars and most CRMs, when you look at appointment, you just have the time and the date and the agenda and who's attending it. We've changed that. So now when you look at a meeting, when you open your calendar and you open a meeting that's coming up today or tomorrow or the next day, this is what you see. You see our prepare for meeting capability. And so there's a few things that happen here. The first piece is showing you who are the top attendees in this meeting? Who are you meeting with? What's their title? We can analyze sentiment. What type of sentiment are they expressing towards your organization? What type of relationship do you have with these people? And we have a relationship intelligence feature that gauges relationships based on activity and sentiment. And then you can actually open these, right? So I can open this up and see, "Okay, what's driving that sentiment?" That negative sentiment in email and appointment dialogues with Abel. And then we have sort of the actionable area, right? So some suggestions of things you might wanna do before you go into this meeting with your customer. Just some examples here. You know, if we're synchronizing your emails, we can detect that, "Hey, you know, Abel is in this meeting and Abel asked you for something in an email a few days ago and it doesn't like you replied to it. Why don't you reply to it?" And by the way, here's a GenAI generated response to that email that you can use to send off to Abel. Another thing we look at is engagement. So we can detect that, for example, a new decision maker was added to this meeting and you don't have a strong relationship with that person. So you probably want to get in front of that before the meeting. You can invite someone that has a stronger relationship because we know that through our relationship intelligence. Or you can look at their LinkedIn profile and their contact profile and get to know more about this person before you go into that meeting with them.

- Hey, Frank, can I interrupt?

- Yeah, absolutely.

- I see on the right there is a LinkedIn Sales Navigator.

- Yes.

- Some people here are new to sales automation. So what is that all about?

- Yeah, so sales navigator, this is a partnership that we have with LinkedIn where most of our B2B customers, some B2C too, but most of our B2B customers have a license for LinkedIn Sales Navigator and this integrates seamlessly with your sales automation. One of the themes of our product that will keep coming up is like context switching, right? Bring your LinkedIn into your CRM so that you don't have to constantly switch applications. We automatically match... This is a B2B meeting with multiple people so we share the profile for their company. If it's a one person contact or lead, we can show it for the person and we can actually show a list of LinkedIn profiles for all the people attending the meeting too. Yeah, great question. Talking points and insights. Oh, I covered that, right? And then, oh no, I didn't cover that. So talking points and insights. Yeah, so this is suggestions for putting into the agenda for the meeting or things you might wanna bring up during that call, right? And again, all based on engagement with the people you're about to meet with. And then we have what we call a correspondence timeline. This is, you know, think about before you go into a meeting with a customer, you're often going into your outlook, looking at the last email thread with them, or last meeting notes you've had with them. This brings all that together. So for all the people that are in the meeting that you're about to go into, here are the emails, here are the... We can have call transcripts here. We can summarize these, right? So I can expand this meeting right here. And you know, this for example could have been a 20-page call transcript. One of the things we do with Generative AI is we take a call transcript and we summarize it down into the meaningful points and show that. So this is a brief summary of what happened in that meeting. So you can very easily assess what's happened recently with these people before you engage with them, okay. So that's the meeting. So we're gonna fast forward now. Noah attends this meeting. And now the next morning, he gets up and the first thing he's gonna do is check his email, okay. So now he's jumping over into Outlook and he needs to send a follow up email to Jake Brown after that meeting they had yesterday. So we've got a kind of a blank slate here, right? This is my Outlook client. On the right you have our Pega for Outlook add-in. We've had this for a long time. Some of your customers, you might use this a lot. It's a very high adoption feature. It brings sales automation into your Outlook. Let me just add Jake Brown to this email and let's see what happens. I'm gonna select Jake. And watch on the right, the Pega for Outlook just loaded with all the relevant cases. So I can drill into these cases. I can open and review the opportunities, the leads, I can create activities, I can use email templates. So I can do a lot of the things I can do in sales automation in the Outlook add-in. But again, this has been there for a while. You know, high adoption item. The new thing I wanna show you though is what we do with all that information. So draft email with AI at the top here. This is our email composer. Again, a new 24.1 feature that helps you send contextually relevant emails to your customers. So I'm gonna open up this dropdown and we see a few options here, right? Book an appointment, follow up, send proposal, send thank you note, and then custom. So those first four are templates. You know, if you think about traditional email templates in most Salesforce automation products, it's some static texts. You can merge in some fields and send those out. We do that too and it's useful, but that's not what this is, right? This is a GenAI template. So this is where your sales ops, your sales management can create these GenAI email templates. And instead of it being the actual email, it's a sentence or a few paragraphs, whatever you want it to be to describe what you want this email to be. And then you can deploy that out to your sales team so they can more easily create these emails. So after PegaWorld would be a great example for us internally, a PegaWorld thank you email. Right, where we know you attended and we can pull your information in and create that email for you. But what I wanna show you today is custom, custom's a little bit different. So I'm gonna click the custom option here. And that gives me this email outline field. So the email outline field essentially gives me a place to give it some direction, is what I want this email to be. Draft a brief email, thanking Jake for the meeting yesterday and summarizing next steps. Okay, pretty straightforward, right? So let's go ahead and generate that email. And here's the email that got generated. And again, this is sort of similar to the coach story I told earlier in that we're taking the business logic, right? We have a prompt behind this that helps make it a relevant sales email. And then we take that email outline that came from the rep, add that onto it so we have specific business context about what this email should be. Now I know a lot of other... There's a lot of GenAI email stuff going on out there, a lot of products co-pilot, other things like that. But I think what differentiates us it in sales automation is we also pull in everything about Jake Brown. So as soon as you added him to that two field, we went into sales automation and we got everything. His opportunities, we know what products he owns, we know if that SevOne SR is open, right? We can see all of his last emails that are synchronized in, we know what meetings he's attended. So all of that can be used to make this email relevant, right? In this case, it's a follow up from the meeting. So if we have the transcript or the notes that would be used to generate the email. Now, you can iterate on this, right? Sometimes we don't like the first pass. So down at the bottom here, I'm gonna give it a little more feedback. I'm saying make it shorter and more casual. Click Refine AI. And the add-in goes generates a new email. It's shorter, it's more casual. You can iterate through this as many times as you'd like. And then we click Compose. And we have the draft email, we don't send it automatically. The sales rep can review it, you know, make sure it's what they want it to be and send that email off to the customers.

- I just want to add at this point, you see the sales automation add-on, on the right, this provides a great user experience because the sellers don't need to toggle between applications and we have something similar also for Zoom calls and for Webex. So during a Zoom call or during a Webex call, the seller has all the insights on the right, all the information they need, all the tools they need so they don't have to be distracted so they can fully focus on the customer.

- Yep, that goes back to that context switching, right? So if you think about how much time sales reps spend in their email, you don't want them to have to constantly toggle back and forth between their email and their CRM. We bring it to you. Zoom's a great example too. If you come by in the Innovation Hub, we actually have a click through demo that shows our Zoom add-in. We focused on that a lot at PegaWorld last year where you can be in a video meeting with a customer and we have an add-in like this that renders in the Zoom meeting and we actually can do Voice AI and make real-time recommendations of creating cases and things like that during the meeting. And it brings all the context into your video meeting. So yeah, great point. Okay, now that's email. Okay, so lastly, Noah has been noticing that there's a competitor that's been getting mentioned a lot with this opportunities. And so Noah is looking for a way to better position against this competitor, okay. So the competitors called PxP Solutions. So Noah is going to turn to knowledge management to try to find some information about how to compete best against that competitor. Now, we have this knowledge article section. Over here this is knowledge management. This has been in our product for a while, it's been in customer service for a while. And you know, knowledge management traditionally has been a way for you to look at some suggested articles, but search through your knowledge base, try to find an article that's relevant and get your answer. We now make that a lot easier using Knowledge Buddy. I know you guys saw this in Crims keynote this morning. Right, Knowledge Buddy is embedded into sales automation. So you can essentially, instead of having to go search manually through your knowledge base and find that article, you just click Ask Buddy right here and it says, ask your question, and we ask "How does our Business One product suite compare with our PxP's Collaboration suite, right? Pretty basic, competitive question. Ask that question and then we get an answer from Knowledge Buddy. If you look at the answer, it didn't just cut and paste it from the document and the knowledge base, right? It actually gave it to you in the natural language of the question that you ask. So it gives it to you if you ask a question in a certain way, it gives you the answer in the context of that question, but it answers the question, right? It shows product differentiation, it shows that you have 24/7 support, and they only have 8x5 support. And then we have reference to the document, right? So even though this is natural language response, it generated that response from this document, so the sales rep can open up that document if they need to. But essentially, you know, Knowledge Buddy allows you to sort of unlock that collective knowledge that's buried in your website and PDFs, and just let you have a conversation with your data and find the answers for you. And this is another thing again, used internally by our internal sales teams. We have a Sales Hub, which all of our sales collateral on it. We have Pega Academy. So all those courses out there, those are all consumed in a Knowledge Buddy in our current implementation. So when our sales teams or any of our employees ask Knowledge Buddy for a question, the answers are driven from all those sources.

- Great. Are you gonna show the RFP too?

- Oh, yeah. I'm gonna show the RFP too, thank you.

- That's a really good part. Yeah. Huge time saver.

- Thank you. So another use, great use case is filling out a document using Knowledge Buddy, right? So I have this document here open in sales automation and I have my Knowledge Buddy add-on on the right, right in the utility panel. So I think RFP's a great example, 'cause what is an RFP? It's a bunch of questions that you have to answer and you have to go sift through all your documents and find the answer in your documents, right? So let's see how we can use in our RFP. So let's go ahead and pull this question into Knowledge Buddy. "Can your system implement customer registration and provisioning of voice over IP services at customer locations?" Let's go ahead and ask that question,. Right. And it go went out it found the referenced the article, it gave you my answer again, notice it gave you my answer in the context of my question. And then I can just pull that right there into the answer and fill out the RFP. So another great case. But Buddy can be used in essentially any kind of document, you know, Word document, as long as the content is out there in the Buddy you can use it to essentially complete sales documentation.

- It seems so sophisticated, Frank. I'm just wondering, is Knowledge Buddy difficult to implement?

- It's actually really easy. So if you use knowledge management, your knowledge articles will automatically get consumed in Knowledge Buddy. In our internal, like I said, how we're using our Sales Hub and our Pega Academy, we just kind of point out APIs at those sources and we get updates from them. And so we have a real time view in our Knowledge Buddy of all of that content for all of our sales team. It's actually not that difficult. Yeah.

- Thanks. Thanks, Frank.

- Great question.

- And thanks for an amazing demo. Wasn't that amazing, guys? Like it's just magic. But it's real magic, right? Anyway, the capabilities you saw during Frank's demo are not just capabilities that exist as one-offs on their own, but they come all together, thanks to Unified AI. And also the capabilities you saw in Frank's demo are just scratching the surface of what's available in Pega Sales Automation.

- Yeah, sorry.

- You switch over here.

- Oh, yeah, sorry about that.

- Pega Sales Automation has so much more. It has everything you need to make your seller your best seller. It is a solution that is future proof for tomorrow. So be sure to discover more. But Frank, we went through a lot of stuff during the last half hour or so. I think if we had just three points that we want you to walk away with today, the first one would be the following. You can make every seller your best seller by combining the power of workflow automation and AI power decisioning into a single solution. Number two. Whatever you had previously thought to be unreachable, whatever you had previously thought to be impossible is now possible. With a new generation of technology and the right strategic approach, you can totally transform sales. And finally, make the most of your time at PegaWorld. Squeeze every last drop out of it. Did anyone see Church Mutual session earlier? That was a real life sales automation story. And if you missed, it's okay. You can catch it on pega.com during the next few weeks or so. But even if you did miss it, there is another real life sales automation story coming out of Great Eastern Life, so be sure that to check that out. That is at 3:15 in room 359. And of course, be sure to visit the Sales Automation booth in the Innovation Hub. You can see it right there in the far left corner. Frank will be there. Frank's team of product experts will be there. And you can see that real magic in action. You can get your hands on that technology and you can get all of your questions answered. And speaking of questions, now is the time for the... Questions, anyone? You can come right up to the mic here.

- Yeah, so you talked about the GenAI Coach and the GenAI Knowledge Body, right? So what I understand is the input is some documents and the PDF files which are being stored, so is there a capability for the system to read a relational database and find insights, and then give to the sales agent?

- Can you repeat the question?

- So yeah, so the question is can we use a relational database as a source for Buddy?

- Yeah.

- Yeah, . The way I've seen it used is primarily with documents, but Mukimo's our director technical architecture. I haven't seen it using that use case but.

- Yeah, technically like a Coach is the one like, which is looking into your Dynamic Data. It could be like relational database or like it can be like pulling data dynamically. A Coach will solve your use case.

- Yeah, so that's a good point. The difference between Coach and Buddy sometimes is a little confusing to people too, right? And they're gonna come together a bit more in 24.2, actually quite a bit more. So Coach is is about cases and data that's in your system, right? Or whatever data you wanna point at. So I think yeah, case for Coach, makes sense. Buddy right now is about looking at mostly documents, right? It's like your knowledge and document resources. Right now Buddy is over here, Coaches over here. In 24.2, you're gonna be able to blend them into one sort of digital assistant that's gonna have awareness across both. So it sounds like data... Coach can look at the data, right? And Buddy would look at the documents, yeah.

- So if you go and visit GenAI Coach Booth, so they are presenting like what is going to come in like 24.2. That's where like... It's a single API is going to like intelligently, like identify where to go and fetch the information.

- Yeah, and I think they have a demo of it in that booth, right, yeah. Yep. Yep.

- Any other questions? Nope.

- Okay.

- Well, if you do have any more questions that come to you all of a sudden, you know where to find Frank.

- Come on over.

- All right.

- Thank you, everyone.

- Thank you so much. You're a lovely audience. Thank you.

- Thank you.