Webinar Recap: Humans and Technology Intersect at the Future of Customer Service

Today we’ll be presenting humans and technology intersect at the future of customer service. Our featured speaker today is our chief marketing officer, Tom Russell. Tom has over twenty years of global marketing leadership experience and is truly a marketing professional. He’s known to challenge traditional thinking and implement innovative technologies to drive efficiencies. So Tom, over to you. Thanks, Ellen. Thanks everybody for joining. Hopefully this will be an informative and entertaining session for you. Ellen, if you wanna go to the next slide, please. So this is a very popular and hot term right now, hyperautomation. And what Gartner is saying is that everything that can be automated will be automated. And why is that? Because there’s huge pressures for efficiency and efficacy and business agility. We’ve even seen and heard during the pandemic, a lot of companies have really doubled down on automation technologies. And it’s easy to see why it’s such an attractive concept, right? The idea and the promise that you’re gonna provide great service to your customers while lowering costs and in the end what’s implied is using less people to do so is a very, very compelling idea. And we agree that hyperautomation is real, that it is happening and that it is accelerating. Next slide, Ellen, Sorry, back to then. Banks. So at the same time, hyperautomation and automation is not the answer for everything related to customer experience and related to customer service. We believe very strongly in Trademe that humans will remain central to the customer service experience no matter how advanced automation gets. Let me give you a couple of examples of why we believe that this is so. And we all have these examples if you think about them in our lives. So a few weeks ago for the very first time in over a year, I actually got in an airplane fully masked even in the face shield on. I was the only person on the plane with the plastic face shield. And we got to the airport and I make the journey to my favorite part of the travel experience, which is the rental car center. And the app from the unnamed rental car company had given me a message that I could not pick my car in the app and that I had to call. So I get off the bus and there is a line of easily fifty, if not seventy people in line at of course the agency that I had chose for my car rental. So I call and so now I’m waiting in line to talk to a human and I’m calling to talk to a human. And the human was able to help me because it was basically a credit card issue because I had replaced the credit card on the account. I don’t know how a bot would have handled that problem. I don’t know how AI necessarily today would have handled that problem. I don’t know how a chat bot of any kind would have handled that. I needed help, I needed it right away. I have my two sons with me traveling who are getting the bags, calling me saying, where are you, where are you? And I’m on the phone with a customer service agent trying to get a problem solved. Again, I don’t know how automation is gonna handle that without a human being involved. More recently, so during the pandemic, my wife and I have one son still living at home with me have been doing a meal delivery program for one of the major kind of national meal delivery companies. And it’s been great for us. We’ve been trying new things, gives us something all to do as we cook together every night, or I cook and they watch. And we’ve really enjoyed it, but a couple of weeks ago, we had ordered three different meals, like for a Monday, Tuesday, Wednesday night. And we get the meals and every single one of them is wrong. It’s not what we have ordered. And every single one of them is a vegetarian meal. And I’m trying to eat vegetarian a couple of days a week, but a couple of these meals were not at all my or especially my son’s cup of tea. And so I call and I get a wonderful customer service agent at this company who asked me what meals did I get, offers to replace the entire thing for me or give me a refund for the entire meal for all three meals. And I was on the phone thinking, imagine if the label that went on the box, because the label was my name and my address, but every meal was wrong. Imagine if the label was off on one box, One wrong all the way down the line all day long. You’re talking hundreds of people who got their wrong meal. As my son said, because I’m like, obviously the people who wanted this were vegetarian and they probably got ours, which wasn’t vegetarian. And he said, well, if they wanna eat, they’re not vegetarian anymore. But the idea is there could have been hundreds of those that were wrong that day, just from that one center. In fact, they were off by one every time. Tell me how AI, tell me how automation, tell me how a bot is gonna solve that problem. And more importantly, me how a bot is going to make me feel better about that experience and about that company. And it’s gonna make me not wanna cancel it right away and move on. Because it’s a hassle when you’re expecting a dinner and it doesn’t show up. And something that you want doesn’t show up. Now, again, it’s a first world problem, but it showed me that how important that human interaction was. And so, as Ellen mentioned, I’m the Chief Marketing Officer at Intradim and I’ve been in marketing for my entire career. And as a marketer, my number one belief is that the brand is the customer experience. The brand is not the advertising. The brand is not the logo. The brand is the customer experience. There are companies that I’ve experienced bad customer service with in my life that I will never do business with again. And they advertise all the time. I see them every day on TV advertising great slick ads, make me wanna feel great about their company, but I’ve experienced their company and I won’t use them. And we’ve all had this experience where we’ve seen an ad or seen something and thought, wow, that looks great. And then when it doesn’t meet our experience, so that is your brand. And I believe, and we believe at Intradium that human beings are central, especially customer service reps who are on the front lines talking to customers every single day. They are absolutely essential to delivering that brand experience. And we know that consumers prefer to talk to a human agent. Eighty six percent of the time customers have said in survey after survey, they want to talk to a human being. Now, there’s certainly limits to that. I remember years ago, and I’m showing my age, I would fly and you would have to go with a paper ticket up to the ticket counter and do the whole thing there. And now I show my phone at security and then I use my phone and I get on the plane. Never have to really talk to somebody from the airlines. And that’s fine with me because frankly it saves me time because I’m not waiting in line. So that’s the advantage of that. But when it comes to solving complex problems, it comes to solving complex issues, human beings are the answer to that. And our solution is designed to augment human beings and to help them solve problems. We believe that agents have to be supported by automation and technology and not replaced by them. So what is it that the initiative does? Let me tell you a little bit about our solution and we’ll go into some examples. So how did we get to where we are today in terms of the world of the contact center? You have all of these systems in place and technologies in place that are generating massive amounts of data every single minute of every single day. We have constantly changing conditions in terms of, you know what, it is one eleven on Eastern or Central Time on a Friday. And what happened last week may have helped you design your staffing plan for this week. But if I’m a utility and the power goes out or there’s a storm, or I’m a retailer and some idiot in marketing like me dropped a direct mail piece that has a great offer on it and it performed better than expected or whatever the case might be, right? Conditions are changing constantly. Today, most centers are relying on historical data to build those staffing plans in particular. And now after the pandemic, and because of the pandemic, we have a much more decentralized workforce than we have ever had before in the past. Right? And then we’ve always had these competing goals, right? Productivity versus engagement and the big one service level versus cost. Right? I used to have contact centers when, at a prior company. That had a dotted line reporting to me because I was a chief marketing officer and I owned the customer experience. And boy, I wanted to every morning I wanted to know what the service level was yesterday. And at the same time I had the brand president who was in charge of the P and L wanting to know what service level was, but also wanted to know what cost was. So there’s always that tightrope and we get that you’re always walking that tightrope. So every second that you’re not taking advantage of that data, you are lighting money on fire. You are missing opportunities to improve the customer experience, to improve productivity, to increase agent engagement and to control. And reduce costs next slide on so what does intradm do intradm has an intelligent automation or has intelligent automation solutions. Designed specifically for customer service teams that process this time sensitive data in real time. So again, all this data that’s being created is time sensitive. If you could process it, find those nuggets in there and act on it right now based on what was happening, you would, but you can’t. It’s impossible for a human being to do that. This is where technology comes in. This is where automation comes in. So we process this time sensitive data in real time. We take immediate automated actions based on business rules that are defined by our customers, triggered by real time actual center conditions. We support the staff working in a center, brick and mortar or at home, both mixed, hybrid, you name it, to maximize productivity engagement in the customer experience. And this automation is one hundred percent present one hundred percent of time for all of your agents. So, what happens now? All of a sudden you can increase your operational efficiencies, you can control your costs, you get significant savings, which we’re going to share with you. You help improve agent engagement, especially now again, I’m going keep them coming back to this, but now with the remote workforce, keeping agents engaged is that much harder. It was already hard, it’s that much harder. You end up with better customer experiences because your agents are trained, they’re aware, they know what’s going on and they’re engaged. And we all know that a happy and engaged agent makes for a better customer experience. And we deliver, help you deliver consistent and measurable improvement in your key metrics. So, year we saved our customers over one hundred and ten million dollars in savings. We have over two thousand automations live today. We fired one point two billion actions last year for our customers and you’ll see in a little bit what an action is. And right now we are supporting two hundred and sixty thousand agents around the world. So again, technology and support of humans, helping those agents deliver better customer experiences and oftentimes customer saving. In fact, many times customer saving great customer experiences. I have a couple of customer stories in here. This is just one of them. MetLife, one of our customers recently won two JD Power awards for outstanding customer service experiences. And they stated very clearly that intradigm and our solution was a major factor in that recognition because MetLife wants to be known for having a great brand, which they have and delivering great customer experiences, which they have. And they know that it’s not just automation that’s going to do that. They know that it’s not just bots that are gonna do that. They know that they need to have a best in class workforce to deliver best in class results. And that’s what we help deliver. So Tom, I’m gonna jump in here. We’ve got a couple of questions. The first you kind of mentioned briefly there in your last couple of statements. The question is, so we have bots and we have RPA, how is InterDM solution different? Sure, so again, bots, RPA, so Intradium has a new process automation product that we are launching right now as well. So very valuable tools, very valuable technologies, and they can absolutely help handle the simpler tasks, the easier tasks. So where is my order? When is it going to be delivered? Do I need to update my credit card? Do I need to do a change of address? Things like that, right? They’re repetitive tasks that happen over and over again. Note taking after a call is another one, right? Those technologies are great for that. But what we’re talking about is the more complex tasks and and the automation that’s required to handle those much more difficult and complex issues. That’s what this automation technology enables them to do. What we’ve seen from our customers, especially during the pandemic is that while a lot of call reduction or mitigation techniques have been put into place through chatbots and other technologies, the calls that then do get escalated are much more complex in nature. That’s where it’s important to have automation and technology in support of the people who are doing those to make sure that they can handle those. Great, thanks for that. So there’s one additional one. So how does your solution integrate with our current systems? Sure, so we integrate so actually why don’t you can you go to the next slide? Sure. I’m sorry, next one. There you go, thanks. So we integrate directly into the core contact center systems, your WFM, your ACD and your learning management systems as well as other systems. What the product is really designed to do or engineered to do is process millions of real time data points and events. And again, I say this enough times in real time as it’s happening today. So it’s not the interval that happened fifteen minutes ago and ended fifteen minutes ago. It’s what’s happening live in real time right now. And so that’s really only achievable again with a very sophisticated rules engine that supports kind of all the stuff that’s happening in the contact center. Next slide. So here’s the broad range of what we call use cases of things that we do, of issues and problems that we solve. So we apply automation to call handling to monitor after call work, to monitor talk time, hold time, agent state analysis and fire off alerts. And I’ll show you examples and a little bit what those alerts do. Fire off those alerts directly to the supervisors, managers and the agents to help mitigate and improve productivity in that area. We start off with training and communication. So how do you dynamically deliver training throughout the day when there is time available instead of having to schedule it, hoping that there’s not a call spike at three o’clock this afternoon, but being able to deliver training dynamically based on current center conditions. Same thing with coaching, we do recognition, we do off phone activity and time blaze, and then there’s a whole set of use cases around adherence. And again, I’ll walk through some examples of these. Next slide. And then in terms of what else we are doing and what’s coming out this year, we’re enhancing our staffing product. We have a solution for reskilling now where we’re able to do skill based queue resource balancing and prioritizing agents within a queue. System incident management, as I mentioned earlier, we are launching process automation solution as well. That’s really an attended RPA to go after things like compliance, after call notes, call flow, starting my day instead of logging into thirteen different systems with all those different passwords. How do we automate that? And again, that’s something that RPA and automation is absolutely great for is things like that that are very repetitive in nature. And then we have historically been in the contact center and we are moving into the back office with an intelligent workforce automation because our customers are basically asking us, you’re doing so much for us in the contact center. How can you help us in the back office? So let’s go through a couple of examples in terms of what I’m talking about here in terms of these use cases. So, you have an agent and their break is coming up in three minutes and they are clearly stuck on a call that’s gonna go overtime and hit into their break. And so here you are, you’ve got an eight hour shift, you get two breaks and a lunch every day and now it looks like your break is gonna be screwed up and you’re gonna miss that, which is obviously very important to that frontline contact center agent. So what we do is that if we write a rule with our customers, and again our customers define all these terms and they write the rules so that we help them at first to get started. Hey, your agent break start time is three minutes past due and the aux date is busy. So we send a desktop prompt automatically to that agent saying, don’t worry about it, take your break after completing your call. We’re gonna automatically adjust the schedule for you and thanks for providing great customer service. And again, that’s an important point. Don’t rush through the call. Don’t get rid of the customer too early. Take care of them and your break is gonna be sacrosanct and it’s still gonna be there. And then our system changes their state to unavailable. Once they’re ready to go, we update the break in the WFM system and adjust the break segment. And again, this happens because we integrate directly with the ACD. And the other thing that this eliminates is back before this was possible. So, the agent’s late, maybe they’re ten minutes late. They finally get off a call. Now they raise their hand. They want to go to talk to the supervisor. Hey, can you move my break for me? Then somebody has to manually, which seems insane in this day and age. Somebody has to manually go in to the WFM and update the schedule for that agent. So that they don’t have an adherence issue and an adherence reporting issue when the adherence report comes out. So that’s just one way where we do this. And again, it’s not just on break. We can do it for lunchtime. You can think through and really clearly understand kind of, what about end of day? Same thing, right? And we can apply this to voluntary time off. Apply this to voluntary overtime. It’s all about understanding what’s happening in real time with every single agent and then writing new rules to then automatically fire those events to them to automatically handle all of these situations. Another one we wanted to talk about was average handle time. So, this is a big one in terms of cost savings, probably the most powerful one to date when it comes to delivering real cost savings. So, the primary rule is looking at the key kind of average handle time metrics. So, talk time, after call work, hold, and call consult. And so let’s say that you’re on hold for a long time, make sure that you check back with your customer, right? And a bigger one here. So now you’ve been in after call work for, let’s say, you’ve set a threshold of one hundred and twenty seconds. At one hundred and twenty one seconds, we’re gonna send an alert that basically says, hey, you’re in ACW still, do you need help? Agents love this because, it really, a lot of times they do need help. And so they either say no or yes, but we delivered that desktop prompt directly to them and our customers can brand this kind of any way that they want to. This is again made possible by our ability to integrate directly with the customer’s ACD. The agents feel supported, especially when again, now they’re at home, because it’s very difficult to manage this in a home working environment. And you are able to minimize the HT waste. So, you want to lower average handle time and improve the customer experience at the same time, this is a great tool to enable you to do that. Great. So Tom, we have a few more questions coming in. Can I go ahead and fill those over to you? Yeah, please do. Okay. So the first one, we get this a lot. My WFM can send alerts to agents. How is this different? Sure. So again, a lot of WFM systems absolutely have the capability to send alerts, but the issue is that they’re operating on historical data. The InterDIMM solution is focused on processing those massive amounts of time sensitive data. Again, time sensitive being the key parts there in real time coming out of it right now. So again, we’re acting based on this call is literally this person’s in HCW now and they’ve been in there for one hundred and twenty seconds. So it’s things like that where we’re operating in real time and not historical data. Great. So another question, going back to kind of, you know, the broader set of use cases that you referred to at the beginning of this section, Is there a way for your solution to help with security and compliance? Yeah, that’s a great question. So we’ve actually had a lot of conversations around this, especially over the course of the year. So if you think back to, what thirteen months ago, twelve months and three weeks ago, when it seemed like the world was ending And a lot of our customers were figuring out how do I get hundreds and in some cases thousands of agents up to a safe place and to still work from home and deliver a great experience to our customers. And there was a lot of concerns about compliance and a lot of concerns about security. And so, yeah, we absolutely can write rules on our platform and deliver that functionality so we can do things like somebody’s logging in, after hours, which may be or may not be a security issue, but do alerts to supervisors and managers based on that and we’re directed to the agent. In terms of compliance, a lot of our customers are in the health insurance and insurance arenas. And for those of you in those industries, you know that different states often require you to provide different levels or different information to those customers when they’re calling in. Let’s say that you’re talking to a customer in Massachusetts about ex issue, well Massachusetts law requires you to read this statement to those customers just because they’re from Massachusetts. That’s another example of compliance where we’re able to automatically fire that script directly to the agent’s desktop, when we know that they have something that they need to deliver to that customer. So we deliver that directly to them based on that. So, absolutely both security and compliance, again, really heightened during the pandemic. Great. Thanks. Another question. So, one we get quite often. Do agents ever get burned out from all the calls and the training, etcetera? Yeah, so the agents typically love this solution and they love the reminders. And so, one of the things that I’ve always believed is that everybody wants to be successful at their job, right? And this is a really, really hard job. Being a call center agent and being a call center supervisor or manager is one of the toughest jobs out there. And we all know the statistics, right? It has a higher turnover rate than fast food in terms of white collar jobs. And it’s a very tough job to be in and people want to be successful. People want to help these customers out when you’re calling in with a problem. And so, when we talk about, hey, we’re going to make sure that you take your break on time. We’re going to make sure that you get your lunch on time. We have some customers who are literally building in wellness breaks during the pandemic. So once certain conditions are met and somebody hasn’t been on break or had a wellness break in a certain amount of time and it’s clear, again, based on real time conditions, not historical data, but based on real time conditions that you know what, I can send four out of eighty agents for a fifteen minute, just wellness break, go walk around, take a walk outside, whatever it is you want to do, go say hi to your dog, go say hi to your kids. They’re using it that way. And so during the early days of the pandemic, when our customers, a lot of our customers were trying to figure out how they make this all happen from home, We did have some customers kind of turn off rules for a while because they were concerned about how is this all going to work. So they were trying to basically reduce complexity during this timeframe. And their agents actually said, I miss my assistant. I miss my alert. I miss making sure that my break is being taken care of. I miss you asking me if I need help because I’m in after call work. And again, they’re at home, so they can’t raise their hand or catch the eye of their supervisor when they need help. So this did it for me. Those customers all to a customer ended up turning those rules back on and very quickly. So, it’s actually the opposite. Agents want to feel supported. They want to feel trained when we talk about the training delivery and they want to be successful at their jobs. Couldn’t agree more. I think that agents to your point have a tough road as it is and being at home makes it even more challenging. So just having that support, that connectivity, continuing that corporate culture and just feeling like they’re still part of a group is vital to success. So our last question for this section, do we have a demo? Yeah, so you can actually go to intradium dot com. That’s a great question, love that one. You can go to intradm dot com and it’s right there on the site in terms of how to get a demo. You can actually get access to an online demo and go through it. And there’s kind of two primary sections. The first is just what are the use cases and let me see the use cases in action, shows the alerts being fired, etcetera, directly to the agents desktops. And then there’s a calculator in there, a savings calculator. So you can literally say, okay, I’ve got twelve forty five agents and the average full time fully loaded pay is nineteen point eight three dollars an hour and just fill in those key metrics and then you’ll get back exactly how much kind of each use case or each area will save you in terms of just hard dollars. Great. Well, about the savings, let’s talk about the customer impact. Yeah, absolutely. So, if you want to go to the next slide, let’s talk about a couple of examples. So, as I mentioned earlier, we saved our customers one hundred and ten million dollars last year. And these are just some of the examples, right? Which is, a large U. S. Health insurer, four point five million dollars in savings of the U. S. Fortune five hundred healthcare insurer, three point six percent agent cost reduction and seventeen million dollars in annual savings. Energy supplier in the United Kingdom, four million, Fortune five hundred, five million and on and on and on. And the next slide I think is even more fun to talk about, which is just to your last question that we got that came in, which is ninety percent of the employees in one survey said this helps this absolutely helps me do a better job. It helps me with product knowledge. It helps me keep up with what’s going on in terms of the company. I get to go on lunch and break on time and not to get help in a long call. I love to receive that real time information instead of waiting for announcement to be posted. My team likes their jobs more than they did before. Right? How many technology products can you say that about? Business technology, like, after you go through this whole implementation, it’s like, wow, I actually like my job more now. Not a lot. So we’re very proud of these results because it comes back to the whole thing that we’ve been talking about today, which is I don’t think a bot is going to solve every problem ever, ever for that comes into for our customer service issues. How do we make these individuals who are working so hard on the front lines be more successful and enjoy their jobs more and be better at it? And that’s what this solution does. Great. Thanks, Tom. And we actually just had a chat come in from Dan Berkey at Liberty Mutual, and he wanted to just join for a moment and share his experience. So I’ll ask Penny, if you could give Dan permission to jump in and provide some color commentary that would really add to the conversation. Can you hear me there? We can. Awesome. So, you know, I thought I’d just jump in because I know our company, Liberty Mutual, we recently implemented Intradium and so far past some great experience. I manage the workforce management team that adds all the scheduling activities and then our real time moves them around during contingency plans and when things don’t go as planned as they normally don’t. But being able to put those events instead of scheduling training and then intraday having to move it six, seven times as stuff goes around, being able to have it queued up in intraday and just get it fired off when there is capacity and finding that window we can fit it in has been a huge help to us in getting training delivered, communications delivered, especially things that are last minute. You know, when someone comes to us, hey, we need to get this fifteen minute trainings to all of our reps this week. That happens, Dan? Every now and again, weekly sometimes. We really have had great experience in our workforce team is taking a load off of them because we’re focused on the future weeks and when we get those fire drills of, hey, we had to cancel all that training, we had spent a week preparing because we got busy this week. And then we take it off the schedules and guess what? We get a little bit slower and can we add it all back on the schedules? Intruding being able to just find that time and found ourselves just really saving a lot of time and energy and frustration for the workforce team that they’re not constantly doing rework and adding and taking off. So it’s been great. We’ve implemented in a couple areas and expanded it to different groups. I think we probably have twelve hundred to fifteen hundred reps, that are using it right now and all the different channels. The departments have been very, very supportive. That’s great. You don’t have to give any numbers, but are you guys also then measuring the savings and the impact as best as you can? Yeah, absolutely. Both on the workforce management side of the house, okay, it’s just saved a few analysts here and there. Yes, it’s saved some savings around. Again, it’s always hard to measure employee satisfaction and turnover and stuff, we do feel we’re getting a little more employee satisfaction too because they see something on their schedule, then they see it come off, they see it go back on versus that intraday and pop up to say, hey, it’s time to take this thing or would you like to take your break a little early and give them those offers where they feel they have a little bit more empowerment and control to accept, yes, I want to, or they can say, no, they don’t. It’s not a good time. Yeah, that’s great. That’s helpful. And that’s one of the things that as I mentioned, you know, try to work with our customers and you mentioned it, it’s like measuring employee engagement or agent engagement and satisfaction with their jobs isn’t always easy to do. And so we love when our customers do that and can talk to that because while we work with our customers to measure the savings, it’s also great to try to figure out, look at attrition is a real cost, right? So if you can make that go down, that’s great. Yeah, I think the biggest thing too is in planning. Because we looked at a forecast and it says, well, we’re going to be busy next week. So we hold off and we don’t schedule an activity that week. And then we get into the week and it actually, there is capacity. Well, now we don’t have time to put it on schedules And had we just loaded it in intradigm and the time just magically appears sometimes, all of a sudden you got agents available. Well, intradigm is filling that availability with those activities. Great. Hey, Dan, thanks for jumping in. Thanks, Dan. Appreciate it. You’re welcome. Yeah. Okay, great. Well, great first customer story from Dan and we’ll segue into a few more here and start with a good story from Accor. Go ahead, Tom. Yeah, thanks Ellen. So for those of you that aren’t familiar with Accor, it’s a very large kind of international hospitality hotel chain, Swiss hotel, soft hotel brands like that. And after an acquisition that they had made a few years ago, they had a workforce that all of sudden was kind of fifty percent work home. And so, they are using the AHT assistant, they’re using break lunch and schedule assist, coaching and the automating the delivery of training and off phone tasks. And that’s a big one for this customer. They have been so creative when it comes to how they have used this product to deliver video content from each other that they create for each other and then share it through the platform to all of the agents. And they’ve shared some of these videos with us they’re just short little snippets, right? In terms of a customer success story or a win or a spiff or a contest that they’ve got. And they’ve done a great job of really building a culture that is unique to a core that feels very organic to them. And again, ninety percent agree that intradigm helps them do a better job. It helps the product knowledge. And at the same time, they were able to reduce costs two to three hours per agent per month moved from shrinkage, which is a lot of money and two hundred thousand automated actions annually. So again, very creative use of the product again, especially with the remote workforce. Aetna, obviously a familiar name. They really wanted to, kind of, they went through a whole reengineering of their service delivery, to try to hit cost reduction targets while at the same time still delivering great service. So again, they are using our AHT assist that we talked about to help with talk time and hold time, the blank lunch and schedule assist that we went through, coaching, automated delivery of training and off phone tasks, the aux assistance. And again, automate offers of voluntary time off and voluntary overtime. They really started out with a cost reduction focus. But again, what they’ve realized is that the associates now have greater opportunity to develop and in turn serve their members, their customers. And their agents appreciate that because get the Aetna understands that their customer experience is delivered to those agents. And at the same time, saving over four point five Million dollars on an annual basis is a really nice result from this solution. And then I think the last one real quick, British Gas. Very interesting in a different environment, especially in the UK where the customers that come to us, yeah, they want the cost reductions and the cost savings, but it’s also very much about agent engagement and really thinking and taking an employee first approach with their employees. Again, understanding kind of the same point that I’ve been harping on, which is your customer experience is your brand and trying to deliver a great level of service through their agents. And so they again are using the AHT Assist, the Break Launch and Schedule Assistant, AUX Assistant, etcetera. Agents love going to lunch and break on time. As I mentioned earlier, they feel more informed, great customer experience and at the same time, million in annual savings, which is just a great number. Tom, we had a question from Austin in the audience. We’re a small call center, about one hundred and twenty seats. What’s the general ROI with IntraDM? Is there a perfect size where this makes sense? Is there a Yeah, yeah, sure, Austin. That’s a great question. So, we are typically able to have a real clear kind of ROI of three or better when you’re at about two hundred agents or more. Just because as you can see, when you’re shaving off seconds here or there, you need those numbers to really big enough to add up. So feel free to shoot us or me a note or go to the website, but you can feel free to shoot me a note afterwards and we’d be happy to have a conversation with you. But typically we are focused on kind of two hundred as the size where we can really kind of show the improvement. But great question. Any other questions anyone has out there for Ellen? Hey, Penny, it’s Ellen again. I’m going to chime in. One thing that I just wanted to bring forward because again, it’s on top of mind for everyone, I’m sure. So as companies are looking to either stay remote or go back to the brick and mortar or hybrid, Does our solution accommodate both scenarios? And as a follow-up to that, what have we seen from our customers or heard from our customers just to share with this group? Have we heard a majority going back or staying remote? Yeah, so again, it absolutely works the same whether they’re remote or in person. We’ve been talking to our customers ever since this started. The first thing that we did was reach out to all of our customers in early kind of April just to ask how are you doing and how is this happening? We’ve had some customers who had to move two thousand agents within a two week period, Right? British Gas did that, which is just an enormous thing. Mean, the stories that we heard of people picking up, they didn’t have laptops yet, picking up desktop computers and monitors and taking them to their cars and driving them home. Right? I mean, just story after story like that. So what we have heard so far as people start to think about the end of this, thankfully, right, is kind of fifty percent is the number that we’re hearing right now. And it’s not fifty percent are going to that doesn’t mean two to two and a half days in and two to two and a half days at home. It kind of means fifty percent are going to be back in almost full time and fifty percent are going to stay home. And that has to do with a lot of things. First of all, location, right? A lot of our customers are now able to recruit from a broader range of geographies now that their agents are at home. And at the same time, there’s just some people who I need that. I just need, I want to see my supervisor. I want the camaraderie. I want to be in that environment again. Some people are fine with it. Some people are like, this is great. I don’t have to commute anymore. I can have lunch with my kids, whatever the case might be. But right now, early on, as people start to think about the summer and fall, and coming back, we’re kind of here in fiftyfifty. But again, we should have done a poll during this thing because I would love to hear what other people are saying. Yeah, why don’t you guys go ahead and chat that in? I’m not sure we’ll be able to see it enough, but go ahead and send it to everyone. And are you planning to come back to brick and mortar? Are you staying at home or some sort of hybrid? That’s what we percentage in between, right? Because that’s kind of what we’re hearing. Yeah. Yeah. So what percentage are coming back to the office for you? Yeah, think what we’ve heard most of the week so far when we’ve had discussions like this is that most folks it’s going to be both, all of the above. Some folks coming back, some staying at home. Yeah, I think it’s going to be, very interesting to see what happens, right? There’s a real estate cost effect and there’s a lot, it’s very complicated. Okay, chat’s finally opened up and coming in now. Okay. So, in the area for them, forty seven percent. Twenty percent returning to the office. Ken says Kimberly says sixty to seventy percent at home going forward. So, it looks like maybe about a third going back to the office, but, you know, some folks have had such success with the work at home arrangement or work from. We’re not just doing work from home. It’s work from anywhere. So, Yeah, it can be hard to turn turn around and turn our back on that. Think now. So, yeah. Yeah, for sure.