Mark your calendars for the upcoming Symbl.ai Community Meeting this Wednesday, July 26th! We have an exciting announcement to make: the availability of the Symbl.ai LLM called Nebula. If you’re curious about what Nebula has to offer, this is the perfect opportunity to join our vibrant community and expand your knowledge. Don’t miss out on this groundbreaking session!

The post July 26 Community Meeting: Meet Nebula, Symbl.ai’s LLM appeared first on Symbl.ai.

Overview

At Symbl.ai, we offer an on-prem deployment option for our Nebula large language model (LLM), enabling organizations to deploy and utilize our capabilities within their own infrastructure. This deployment includes the Summary feature, which provides four types of conversation summaries: short, long, list, and topic-based. By deploying Symbl.ai on-premise, organizations can have greater control over their data protection, ensure compliance with regulatory requirements, and customize the solution to fit their specific needs.

Key Advantages

Symbl.ai’s on-prem summary model stands out due to its unique strengths and advantages:

Optimized Performance

Our language model is based on the state-of-the-art transformer architecture, designed specifically for summarizing long, multi-party conversations across various domains. We have optimized our models to deliver LLM-level quality while utilizing 115 times fewer parameters than GPT-3. This optimization significantly enhances efficiency and processing speed, resulting in average latencies that are 5 times lower than comparable models.

Supports long conversations

Our custom transformer-based model architecture addresses the high variance problem inherent in human conversations. This design ensures consistent performance even at longer sequence lengths, allowing you to process multi-party conversation transcripts up to 3 hours in length whereas mainstream comparable models can only process up to 30 mins of conversations.

Cost-effective

Symbl.ai on-prem summary deployment enables cost-effective hardware utilization. You can deploy our summarization model on single instances of cheaper GPUs, costing as low as a few dollars per day, while still processing up to thousands of conversations daily. This results in an effective hardware cost of fraction of a cent per conversation, delivering both efficiency and cost savings.

Data Protection

Our on-prem deployment provides enhanced data protection control. By deploying Symbl.ai on-premises, you can manage sensitive information within your own infrastructure, ensuring data protection control. This level of control enables safeguard against unintended data access, data leaks or data breaches.

Secure, Resilient, and Scalable

Our solution follows security best practices, ensuring that it does not require root user access. We provide secure containerization, while you are responsible for securing your infrastructure. The Symbl.ai container includes built-in health checks and logging mechanisms, enabling you to monitor the solution’s health and resilience. This built-in resilience ensures that the system remains robust and stable even during high-demand scenarios. Additionally, our container-based deployment architecture enables horizontal scaling, allowing you to handle increased workloads efficiently while maintaining optimal performance.

Conversation Intelligence

The on-prem deployment of Symbl.ai provides organizations with four types of conversation summaries:

• Short Summary: Provides a concise overview of a conversation, capturing the key points and highlights. It is useful for quick reference and provides a snapshot of the conversation’s main themes.
• Long Summary: Offers a detailed and comprehensive overview of the conversation, including deeper analysis and nuanced insights. It enables a thorough understanding of the conversation.
• List Summary: Presents the conversation’s key points in a bullet-point format, making it easy to scan and extract important information. It provides a structured summary that allows for quick reference and review.
• Topic-Based Summary: Organizes conversation insights based on the main topics or subjects discussed. It helps identify the primary themes covered in the conversation, making it easier to navigate and focus on specific areas of interest.

Getting Started

To get started with the on-prem deployment of Symbl.ai, organizations should ensure the following:

• Host Environment: Set up a host environment with reliable internet access to facilitate communication with the Symbl server. This communication is necessary for access token generation, usage reporting, and downloading container updates.
• Container Orchestration Platform: Choose a container orchestration platform that aligns with your organization’s infrastructure and requirements. Popular choices include Kubernetes or Docker Swarm, which provide the necessary tools for managing and deploying containers.
• Hardware Requirements: Ensure that your infrastructure meets the hardware requirements for deploying and running Symbl.ai containers. This includes having sufficient CPU, memory, and storage resources to support the containerized deployment.

Next Steps

To explore the on-prem deployment options available with Symbl.ai, contact Sales.

The post Symbl.ai Nebula On-Prem Summary Deployment appeared first on Symbl.ai.

One of the significant challenges faced by GTM teams is the lack of accurate information in CRM and the manual effort and time involved with effectively monitoring and capturing CRM data, especially in relation to sales calls.

Low CRM data fidelity frequently leads to

• Missed sales opportunities
• Obscured operational KPIs
• Inaccurate business forecasts
• Inability to make accurate data driven decisions

Traditional methods of tracking customer conversations often rely on manual entry or subjective feedback from the GTM teams involved. Such methods are vulnerable to data inaccuracies, human biases and information gaps. Organizations that rely on human efforts to improve CRM data integrity often end up with a low benefit cost ratio.

Symbl RevOps solution integrated in CRM can significantly increase the benefit cost ratio for organizations looking to address CRM data gaps. Our generative AI processing auto populates data to CRM or similar Martech and RevOps data platforms by leveraging AI to extract critical information from sales call records. Advantages of using Symbl’s generative AI to enrich CRM data includes consistency, unbiased data capture, hyperscale, and high cost efficiency.

Organizations that use Symbl quickly realize below observability impacts:

• Increased visibility and accuracy with sales reports and revenue forecasts
• Quality measurement of revenue, marketing and sales KPIs
• Improved data ‘fidelity’ driven decisions
• Enhanced sales process optimization through data-driven insights

From an executive lens effectively connecting the dots between customer calls, CRM data and revenue forecast and correctly forecasting revenue growth. Ensuring insights from calls are stitched as another source to your forecasts accelerates revenue growth. Capturing these insights in near real-time into CRM also empowers organizations to reduce blindspots from customer interactions and cross-functionally inform strategic decisions with market signal and competitive intelligence in addition to ensuring immediate coaching opportunities.    

Extracting call insights using Symbl’s Generative AI can be easily done with any CRM or RevOps platforms. Symbl’s RESTful API architecture embodies our philosophies of programmability and speed to value. Simple integration can be done in just a few lines of API calls. Symbl’s solution workflow is represented in below high level diagram:

When integrated within a RevOps workflow, Symbls’ generative AI augments the GTM stack by enabling following use cases:

1. Fix critical data gaps critical to the operations of RevOps platform processes
2. Generate insights and platform data optimization recommendations
3. Real-time forecast Q&A ‘prompts’
4. Automated new data record updates

To learn more about building generative AI powered revenue intelligence please contact Sales.

The post Using Symbl’s Generative AI for RevOps – Observability & Conversation Data Fidelity in your CRM appeared first on Symbl.ai.

The Symbl.ai Conversation Intelligence Platform empowers developers and enterprise builders to use AI to optimize a broad range of business conversations using purpose-built APIs and flexible UIs.  Our technology enables businesses to leverage AI augmented experiences to improve Enterprise productivity. Today we’re excited to announce a new programmable API addition, Insights UI, to the Symbl.ai REST API portfolio aimed at helping builders and developers innovate quickly with Symbl powered customizable solutions for Enterprise organizations.

To help developers with speed to value, we’re launching a new low code option “Insights UI” that is designed to work in conjunction with the recently released Call Score API.  Our new API embodies Symbl’s programmability and customizability API design philosophies — significantly reducing developer efforts while at the same time offering solutions that can be adapted to a broad range of business scenarios.

Insights UI

Insights UI API invokes a customizable pre-built UI presentation layer that can be easily integrated into a front end application.  Insights UI can be invoked with or without the Call Score component.  Insights UI incorporates other data elements including Sentiment Analysis, Summary, and Questions, which together with Call Score provides deeper insights and transparency, and engagement analysis of the conversation.

Insights UI supports multiple out of the box UX customizations by giving developers control over the look and feel of the UI.  Besides choosing to include or exclude Call Score, developers can also choose between a record list page view versus a concise single record details view.

Insights UI List Page with Call Score

The list view of Insights UI serves as a repository for users’ call records, displaying summarized information in easy-to-navigate cards.  Insights UI API’s ‘list-page’ command returns a list of engagement records under the App ID account.

• API Endpoint
• Generated UI

GET

https://api.symbl.ai/v1/conversations/experiences/insights/list?includeCallScore=true

Insights UI Details Page with Call Score

Insights UI API’s ‘details-page’ command returns a single specific conversation engagement record with detailed analysis information.

 

• API Endpoint
• Generated UI

GET

https://api.symbl.ai/v1/conversations/experiences/insights/details/{:conversationId}?includeCallScore=true

Insights UI without Call Score

• API Endpoint
• Generated UI

GET

https://api.symbl.ai/v1/conversations/experiences/insights/list?includeCallScore=false

Analysis Components Included with Insights UI

Summary

Summary generates an accurate record of the key moments during a conversation.  The feature allows significant time savings to capture critical information from conversation records.

Sentiment

Sentiment measures and tracks over time a conversation’s speakers’ emotional engagements.  This feature enables customer facing organizations to better observe and respond to customers’ subtle signs of concern that may not be reflected as a direct and capturable verbal response.

Next Steps

Next Steps highlights the specific follow-up actions captured, such as scheduling the next meeting, commitments to send information materials or similar actions detected within an engagement record.

Objections

Objections is a unique component available only if the developer selects “conversationType”: “sales” as part of the API call.  Objections highlight statements within a customer’s conversation that the AI model deems to be forward motion blockers.

Questions and Answers

Q&A highlights general questions and answers within a conversation record.

We have more exciting news and information to share in our Introducing Call Score API blog, please check it out.

To learn more about Insights UI, please read our technical documentation.

Follow our API Reference and try out the APIs on Postman.

The post Introducing a New Gen AI Powered Pre-Built Experience for Call Insights appeared first on Symbl.ai.

The Symbl.ai Conversation Intelligence Platform empowers developers and enterprise builders to use AI to optimize a broad range of business conversations using purpose-built APIs and flexible UIs.  Our technology enables businesses to leverage AI Augmented experiences to improve Enterprise productivity. Today we’re excited to announce a new programmable API addition, Call Score, to our REST API portfolio aimed at helping developers innovate quickly with Symbl’s platform.

Previously if a developer wanted to create a call analysis solution using Symbl’s API Library, the developer would have to start with Symbl’s individual APIs. While flexible and powerful, a downside of starting with individual APIs is the amount of coding and development time required.  Not any more. Today Symbl.ai makes available a new low code API option, Call Score, designed to expedite speed-to-value for developers. Our new API embodies Symbl.ai’s programmability and customizability API design philosophies — significantly reducing developer efforts while at the same time offering adaptive solutions for a broad range of business scenarios.

Call Score 

Call Score API provides a numerical assessment as well as explanations of conversation quality and participant performance at scale. It provides a single numerical score for each conversation, making it easier for users to identify and compare similar conversations.

Key Benefits of Call Score:

• Automation at Scale: Call Score API makes it easy for developers to automate call assessments at scale, significantly reducing labor, cost, and time required compared to human led reviews.
• Adapts to Business Context: Powering Call Score API is Symbl’s Nebula large language model (LLM) that is capable of accepting additional input information to adapt how it processes different task instructions and business scenarios.  Furthermore, Call Score is capable of capturing continuously changing information context during a two-way or multi-party human conversation without the need for explicit instructions from app or developer.
• Context Rich Output: Call Score API provides context rich, unbiased explanations accompanying each score in JSON format.

The biggest differentiating advantage of our Call Score API comes from our generative AI.  Symbl’s LLM immerses into each conversation engagement by analyzing multiple conversational dimensions described above to reach the most accurate human-like conclusion with speed, accuracy, and repeatability.  Similar AI solutions may only perform keywords matching, then present a score based on match rate; Symbl’s LLM actually goes deep into a conversation, understands the conversation context, then presents an evaluation score with clear and precise supporting explanations.  This level of human-like rationale behavior is one of the key Symbl.ai advantages.

High Level View of Call Score’s Workflow:

We designed the Call Score API with an easy-to-understand structure.  Developers and builders can easily integrate Call Score with any application in just two steps:

Step 1 – Process Conversation

Step 2 – Get Call Score

Example: GET Call Score

• Request
• Response

GET

https://api.symbl.ai/v1/conversations/{conversationId}/callscore

POST https://api.symbl.ai/v1/process/video/url
{
    "url": "https://my-conversation-url",
    "conversationType" : "sales",
    "features": {
        "featureList": ["callScore"]
    }
}

 POST https://api.symbl.ai/v1/process/audio/url
{
    "url": "https://my-conversation-url",
    "conversationType" : "sales",
    "features": {
        "featureList": ["callScore"]
    },
    "metadata": {
        "salesStage": "Demo"
    }
}

The post Introducing Call Score API appeared first on Symbl.ai.

import requests
import json

url = 'https://api-nebula.symbl.ai/v1/model/generate'

headers = {
    'Content-Type': 'application/json',
    'ApiKey': 'YOUR_API_KEY',
}

data = {
    "prompt": {
        # Your question or instruction
        "instruction": "What are the customer pain points based on this conversation?",
        # Your conversation transcript
        "conversation": {
            "text": "Representative: Hello, How are you?nCustomer: Hi, good. I am trying to get access to my account but ..."
        }
    }
}

response = requests.post(url, headers=headers, data=json.dumps(data))

print(response.text)

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Seattle, WA. June 29, 2023– Today, Symbl.ai announced Sales Intelligence, which provides a fully programmable, context-aware sales coaching experience for sales and revenue operations leaders to immediately improve sales results. Symbl.ai Sales Intelligence supports sales reps with auto-generated call scores and summaries to increase data fidelity in CRM, and real-time sales guidance during every call. Symbl.ai Sales Intelligence features easy-to-implement low-code APIs and flexible UIs that remove the limitations and rigidity of today’s revenue intelligence tools by empowering organizations to deliver company-specific coaching experiences for every sales rep – embedded into your existing tools and apps. 

With Symbl.ai Sales Intelligence, sales organizations can improve overall results by elevating the performance of sales reps in every conversation at each stage of the buying cycle – continuously adapting and fine-tuning performance based on the company’s specific sales methodologies, playbooks and processes.

“Our company has grown rapidly since the pandemic, leaving us with a mishmash of data and old processes in our Salesforce instance. Symbl.ai’s new deal insights and conversational intelligence changes all of that,” said M.H. Lines, CEO at Stack Moxie. “In new opportunities and in old ones, conversational intelligence grabs data we were missing so deals can close faster, and return old opportunities back to the pipeline. The best part is that everything is simple and integrated natively so I can reap the benefits without allocating limited sales ops resources.”

Symbl.ai Sales Intelligence helps sales organizations elevate sales rep performance during sales calls and multi-party conversations, while simplifying their sales environment to provide intelligence before, during and after every call, including:

• Immediate, Unbiased Call Scores in CRM: Delivers immediate, unbiased coaching on sales rep performance during customer and prospect conversations with call scores instantly populated into the CRM system, enabling sales reps to view their performance after every call to take the right actions to improve. Symbl.ai call scores measure performance across key aspects of the conversation, including communications and engagement, questions answered, forward motion of the call, and sales process adherence.
• Contextual Sales Conversation Insights: Auto-generates executive summaries, key questions, objections and next steps to ensure CRM data is accurate and complete, freeing sales reps to focus on effectively engaging with customers and prospects. 
• Real-Time Sales Guidance: Enables sales organizations to configure and prescribe guidance for each sales rep based on evolving business environments, product roadmaps and sales processes, empowering sales reps with proven tactics during sales calls to overcome objections, effectively answer questions, deepen engagement, and emotionally connect with prospects and customers.

The example below showcases the immediate conversation insights that Symbl.ai provides, including call scores, next steps, and summaries, which can seamlessly integrate with existing CRM systems or coaching experiences using cutting-edge, applied APIs for sales intelligence:

Symbl.ai Insights API and UI

“Creating customized sales intelligence experiences with existing revenue intelligence tools, machine learning models and communication APIs is a tall order for businesses without extensive AI resources. It’s like trying to build your own revenue intelligence experience or augment an existing Gong-like platform. Consequently, sales organizations are being forced to settle for the general capabilities offered by existing point solutions,” said Scott Heimes, growth executive at PSG Equity and former revenue leader at ZipWhip and SendGrid. “As someone who has experienced the process of creating unique customer experiences first-hand, I find it truly inspiring to see how easy Symbl.ai has made it to get started with your existing CRM and meeting platforms, while providing programmability that can revolutionize the use of context and introduce fluidity into the user experience, giving sales teams superpowers to re-define coaching and performance based on their needs.”

Adaptive Intelligence Purpose-Built for Conversations

At the core of Sales Intelligence is the Symbl.ai Conversation Intelligence Platform, which manages millions of internal and external conversations monthly for enterprises, ISVs and communications platform providers. The Symbl.ai platform learns, adapts and improves as it encounters changes in the environment, and with business-specific feedback, it continues to evolve and support the changing needs of your product or organization. The platform is real-time and fully programmable, enabling enterprise developers and IT teams to rapidly add and extend AI into communication experiences and existing tools.   

Symbl.ai Sales Intelligence features can be programmed in a low-code experience with a simple configuration of the current revenue operations stack. The newly applied Symbl.ai APIs deliver a complete call scoring and sales conversation insights experience that continually adapts to your business needs and provides the foundation for continual coaching and sales performance improvement.  

“At Symbl.ai, we have relentlessly pursued our vision of transforming conversation intelligence with programmability and extensibility at the core of the platform. Our specialization in building AI infrastructure designed specifically for multi-party conversations gives us a unique advantage in delivering this to businesses as applied intelligence,” said Surbhi Rathore, CEO and co-founder at Symbl.ai. “With three years at the forefront of enabling distinct customer intelligence experiences, we are excited to introduce programmability for sales conversations, one of the most critical business processes. We look forward to empowering sales teams by supporting their ever-changing needs by reducing blindspots at every stage of deal execution, verifying revenue forecasting and ensuring high data fidelity in CRM systems.”

For more information, visit Symbl.ai Sales Intelligence or contact us for a demo.

About Symbl.ai

Symbl.ai provides conversation understanding and generative AI technology focused on making humans smarter – by unlocking the full potential of conversations. Symbl.ai’s Conversation Intelligence Platform empowers developers and enterprise builders to use AI to optimize a broad range of business conversations using purpose-built APIs and UIs. Together with its customers, ISV partners and cloud communications providers, Symbl.ai manages millions of minutes of conversation data for sales, customer service and HR every month.

The post Symbl.ai Introduces Programmable Sales Coaching for Sales Teams  appeared first on Symbl.ai.

We’re exploring ChatGPT‘s capabilities and discovering integration opportunities with the Symbl.ai platform that will enhance your application’s ability to understand conversations and demonstrate how complementary these two platforms can be.

So, during the April meeting we plan on:

• Reviewing the high-level basics of ChatGPT for foundation
• Dissecting OpenAI’s APIs and SDKs
• Offering up some design strategies for combining the two platforms
• Exploring why these platforms naturally lend themselves to generating feedback and reinforcement training

After getting through all of this material, we’ll also go through a demo (yes! A live demo!) that implements this possible design in code. You will find this demo quite helpful for when you’re going through the process of building your own Symbl.ai and ChatGPT integration.

This month’s meetings will be taking place at the following times (please note the time change for Asia-Pacific):

• Americas – Wednesday, April 26th at 11 a.m. PST (Convert to your Timezone)
• Asia-Pacific – Thursday, April 27th at 8 a.m. IST (Convert to your Timezone)

If you’re interested in learning how these two great platforms unlock some pretty amazing use cases, I encourage you to stop by because this is a Community Meeting you don’t want to miss. This meeting is for you, so feel free to bring any questions you might have!

What is the best way to catch the Community Meeting, you ask?

That’s easy! Just…

• Join the Symbl.ai Google Group
• Add the Community Calendar to your Google Calendar
• Then if you have topics for discussion, add them to Agenda Doc

It’s as simple as that.

What is ChatGPT?

ChatGPT is a natural language processing tool driven by AI technology that allows you to have human-like conversations and much more with a chatbot. The ChatGPT language model can answer questions and assist you with tasks including composing emails, essays, and code.

To say there has been a lot of hype behind ChatGPT would be a massive understatement. OpenAi’s user base went from practically zero to 100 million ACTIVE users in the two months the platform was open to the public. To put this into perspective, it’s the fastest-growing application ever created in the history of applications. People are touting that ChatGPT has the potential to revolutionize how humans engage with technology and communicate.

Having used the platform extensively by now, I don’t disagree with that statement. However, the real magic will happen when people start to integrate ChatGPT into existing applications. One great example is Microsoft integrating it into its search engine, Bing. Microsoft has nothing to lose in this venture because Bing barely registers as a blip on the search engine radar, but if I were Google, I personally would be shaking in my boots right about now. These are the kinds of powerful integrations that I’m talking about.

Join us, friends!

Our Community Meetings hit upon some pretty hot topics and are chock-full of vital information. If you want to chat beforehand or if you have any discussion ideas for future Community Meetings, drop by our Slack channel and let us know.

Until then, I look forward to seeing you soon!

The post Understand Your Business Better with ChatGPT and Symbl.ai Platform Integration appeared first on Symbl.ai.

The first video covers Symbl.ai’s Transcription feature; transcription is simply the process of converting speech into text. In the video, we discuss what transcription is, its common use cases, and how it can be applied in real-world scenarios. We also take a deep dive into the feature’s API and demonstrate how to use it in code via our SDKs.

The second video digs into Redaction, which is the process of removing sensitive information from a document or other piece of content. This feature is particularly useful for applications that manage personal data, such as healthcare- or finance-related information. In the video, we cover the basics of redaction, including its use cases and how to apply it to specific examples. We also show how to use the feature in code via our SDKs.

We believe that these videos will be extremely useful for anyone who wants to use transcription or redaction in their applications. Whether you’re building a healthcare app that needs to redact sensitive patient information or a customer service tool that requires transcription, these videos will give you the knowledge and skills you need to get started!

The upcoming chapters in the video training series are Topics, Questions, Follow-Ups, and Action Items. We’re committed to providing you with the best possible resources to help you succeed, so please don’t hesitate to let us know how we can support you.

We hope you enjoy these new videos. Cheers!

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Symbl.ai is a conversation analytics platform that helps you understand and improve customer conversations. Our platform can be used to analyze conversations ranging from online meetings to video conferencing to support calls. You will then gain access to insights that will help you make better decisions, improve the customer experience, and anticipate customer needs.

Conversation analytics is a powerful tool for businesses of all sizes. By understanding the ways that customers interact with your business, you can not only better understand the customer experience, but underlying customer needs as well. This can help you identify underperforming areas and improve upon your customer service strategies.

In this video training series, we will go over the basics of the platform, how it works, and how you can use it to enhance your customer conversations. We’ll also look at some best practices and strategies to optimize your use of the platform.

I plan to have a new training video released each week covering a wide variety of topics. We hope you find this series useful and look forward to helping you make the most of Symbl.ai!

The post Introducing the Symbl.ai Video Training Series: Learn How to Unlock the Conversation Intelligence Platform’s Capabilities appeared first on Symbl.ai.