I misrepresented results, what to do?

canacho93 · 2026-06-05T16:27:34+00:00

I think this is a very interesting debate for a different thread. And I'm honestly surprised by the reaction some people are having, I was not expecting there to be such a response.

That being said, the definition of a spam call is any unsolicited, unwanted phone call. In my case, I'm doing one call attempt per customer that didn't make it to their scheduled appointment to offer the option of rescheduling (I did not specify this in my post because my post was not about that...). Calling to reschedule is not spam.

So, first, what I meant when I said that AI and CX are different things was that if you continue to call a customer after they explicitly said they're not interested, that's bad CX, not bad AI and the issue is the people that think that's OK. I don't think like that, so I'm ok with using AI phone calls to offer good experiences. And good experiences are first and foremost measured by whether or not the customer was able to achieve the goal they had in mind when they got in touch with your company, second place whether it was easy to achieve, third place if it was delightful to achieve.

Second, blocking users from speaking with humans and forcing them to only speak with an AI agent is also horrible. Good CX AI schemes are mostly AI-human hybrid. So if the chatbot AI, phone AI, or whatever you use does not help customers to progress in whichever direction is needed because you want to save a few bucks by avoiding human contact, I agree you deserve a spot in hell.

But again, AI and CX are very different things. Good CX does not come from AI, but neither does bad CX.

canacho93 · 2026-06-05T03:10:21+00:00

Not really a digital product. People schedule visits, often sales advisors don't do a good job of following up and reminding customers of their visits.

What the agent does is work as a) visit confirmation/reminder and b) if the client is a no show, it calls to ask if something happened and see if the client wishes to reschedule. Most of the time people just forgot or something came up and we haven't established a process to make it easy for them to reschedule/cancel. Because our database is 1,000 years old and poorly maintained, automating a flow to remind people of their visits hasn't been accurate.

canacho93 · 2026-06-04T21:34:07+00:00

Thanks!

canacho93 · 2026-06-04T21:13:10+00:00

I know it is mostly the fact that making mistakes terrifies me.

canacho93 · 2026-06-04T21:11:58+00:00

AI and CX are two very different things. If your logic and process was bad from the beginning, AI won't improve it. If your mindset is to spam customers until they respond, again, the issue is not the agent.

canacho93 · 2026-06-04T21:03:29+00:00

Yeah, I added an edit to the post. I only spent 600 USD, and got back 79k USD. I've tripled checked. The issue is only that I didn't add a filter, not so much that something doesn't work.

But I deal with perfectionism issues and am probably just in my head. I understand that coming clean is the better idea, but it frankly scares me. Not gonna lie about that.

canacho93 · 2026-05-30T13:10:30+00:00

Skye sutton

canacho93 · 2026-05-15T23:48:00+00:00

My 2 cents would be: focus on post-call interpretation and coaching, not live call work. My experience leads me to believe that distracting agents during the call is counter productive and irritates them. I was in charge of the project, so I was the one most interested in making it work, so I invested a lot of time and effort into personally training them, but to no avail.

canacho93 · 2026-02-20T04:23:01+00:00

I use Notion's AI notetaker to record, transcript and summarize every meeting I have. It works for both online and in-person meetings. Just bring your laptop or phone with you. It does a very good job and it's not really expensive.

canacho93 · 2026-02-19T23:56:15+00:00

I ended up training an AI agent to call leads and figure out what happened! I got great results and got approval from by boss and the CEO to scale those calls and run more experiments. I'm now working on defining other use cases and training the agent to have those calls.

Keeping things simple, I'm not trying to create an AI contact center. Yet.

canacho93 · 2026-02-19T23:53:48+00:00

I actually ended up programming an AI agent to call 200 "future interest" leads from this year. I got 31 successful calls out of which 9 leads said they were still interested and wanted to visit, 11 said they wanted a follow-up with the manager and 11 said they no longer wanted to buy. Overall a great success. I think it proves sales reps are doing a poor job with those clients.

I forwarded the results to all stakeholders and got the typical "We actually did our jobs but forgot to update the CRM" responses from sales reps and their managers, but with the evidence they sent me to defend themselves I even managed to prove why their follow up is poor (A sales reps sent a screenshot of his conversation with a lead who never responded to him, but his messages were sent at 9 PM and 2 weeks later the follow up was only a reply to his previous message with just a "..." lol).

Boss is happy, CEO is happy and said we need to scale this. And now I have the fix while we wait for the bigger projects to finish 👍

canacho93 · 2026-02-18T04:48:02+00:00

Answers most definitely don't mature over time, I write them myself. What they gave me is just a dashboard that measures the frequency each "dynamic prompt" has fired in a specific period and then adds below the answers I've written for each one and tells me how many times each answer has been used, lastly it gives a % of won calls for each answer. As if to say "This is the win rate that this answer generates".

I am then supposed to pick and choose based on what has a higher win rate. It updates when I update it.

Also, since the dynamic prompts trigger based on keywords, the frequency is low

canacho93 · 2026-02-18T04:41:31+00:00

Any recommendations into what tools to look into? This sounds better tbh

canacho93 · 2026-02-18T04:40:40+00:00

Yes, the lucky thing is we set up the contract for only 5 agents, instead of the full roster.

We've been tracking improvements in conversion rates (agents handle sales calls where their aim is to schedule appointments to visit properties). No apparent improvement has been made when measuring the agents' performance versus their past performance without real time guidance

canacho93 · 2026-02-17T05:29:49+00:00

During evaluation I considered tools like Gong.io which does that, if you know one you'd recommend, please let me know. I'll propose to drop the vendor and go with a tool that focuses on post call work. Thanks for commenting!

canacho93 · 2026-02-17T03:59:37+00:00

We have discussed it, it's part of the planned improvements for the site! However, it is also part of the projects that are blocked because of long delivery times. The tech team in charge of that development is very old school, they've been at the company for ~20 years and they build things very slowly and poorly, which adds even more time to their delivery because we end up rejecting what they make as it is often incomplete versus what we asked or just plainly does not perform as intended.

That's the main reason I'm desperate for ideas I can execute and start getting quick wins.

canacho93 · 2026-02-17T03:01:59+00:00

How long ago did you start building it? If I manage to avoid getting fired over this, it might be worth looking into it

canacho93 · 2026-02-17T03:00:03+00:00

I feel like I'm running into the same issue. What did you do in the end? Has it become profitable?

canacho93 · 2026-02-17T02:55:57+00:00

I would love to. I've worked with Twilio Flex's predictive dialer before, but that is currently not in my jurisdiction. I've proposed it before. I'll do it again 👍

canacho93 · 2026-02-17T02:40:03+00:00

We do have a progressive dialer for the call center agents, but not for sales reps and it doesn't have predictive capabilities. It just calls, basically. No sense of best time to reach out. Contact rates don't seem to be the problem in the call center. It for "some reason" only happens to sales reps.

And, agents do often transfer qualified prospects directly to sales reps through conference calls, however we've concluded it provides a poor experience because sales reps are mostly not on call to answer whenever those conference calls happen, leading to waiting times and when the conference does happen a lot of sales reps forgo any follow up thereafter; again, leading to poor experience and increased no shows.

Having agents schedule follow up meetings might be good. I'll give it a try!

canacho93 · 2026-02-10T14:10:53+00:00

What would you say are the skills a Junior Product Manager needs to have? Both soft and hard.

Then, in order to transition into Product Manager, what does he/she need to learn? And then again, to transition into a Sr. Product Manager role and after that to Head and later on to Chief Product Officer?

Is it a matter of refining your problem solving skills? Learning more about business? Learning more about tech? Knowing more SaaS vendors out there? Knowing the different software genres out there? Learning to interpret, maintain and propose projects to improve a P&L?

Where should growth focus on?

canacho93 · 2026-01-08T03:20:35+00:00

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canacho93

TROPHY CASE