Introduction
Hello, I’m David Grant, an Enterprise Solutions Manager at AMC Technology. I’ve been with the company for five years, starting as an Account Executive and moving into a Customer Success Manager role. Just a week ago, I transitioned into my current role. I now work with both current and prospective customers, helping them understand our solutions, explore what we offer, and support their unique use cases.
Overview of Today’s Presentation
Today, we’ll be showcasing a conversation I had with Kevin Mak from CAA Club Group, where we’ll discuss how DaVinci is helping their operations. We’ll also hear from Rajbans Joshi, our Software Development Manager, who will talk about the latest updates and innovations from AMC Technology. But first, let’s start with a live demo.
Live Demo
Rajbans and Hunter will demonstrate how to automate tasks in a contact center using Microsoft Copilot and AI-enabled services. The demo will involve a customer inquiry about dosing pumps. We’ll use Five9 and Salesforce, along with DaVinci’s App for Copilot, to automate the process. DaVinci’s real-time transcription will capture the customer’s inquiry and send it to Microsoft Copilot, which will search its knowledge base to provide an answer without the agent needing to search through multiple resources.
The Demo Process
During the demo, we’ll show how the agent answers a call from Hunter, who will act as the customer. As the call comes in, the DaVinci app for Copilot will receive the transcript from Five9, send it to Copilot, and then display the answer in the app. This integration saves agents time by automating responses and prevents them from jumping between systems. This process not only improves agent efficiency but also boosts customer satisfaction.
Q&A
After the demo, we’ll open the floor for questions. One common question we’ve already received is about Five9’s conversational IVR and how this technology works with DaVinci. Rajbans explains that Five9’s new API retrieves voice streams and sends them to Azure for transcription. This transcript is then sent to Microsoft Copilot, where it can be trained to respond based on specific knowledge articles, improving the accuracy of responses.
Another question from Pierre asks about the voice stream’s origin. Rajbans clarified that the voice stream is either forked at the agent’s desktop or using WebRTC, depending on the channel or CCaaS provider.
David Grant:
My name is David Grant, and I’m a Customer Success Manager here at AMC Technology. I’ve been with AMC for about five years, coming up on my sixth year. I started on the new business side, closing new customers, and one of the last customers I worked with before transitioning to Customer Success was the CAA Club Group. We’ve done a lot of great work with them, and I’m happy to be joined today by Kevin from CAA to discuss what AMC and the DaVinci Toolkit have brought to the table for them. We’ll also talk about their future plans.
Kevin Mack:
Thank you, David. I’m happy to be here. My name is Kevin Mack, and I work at CAA Club Group as a supervisor for the membership department. I’ve been with CAA for ten years, starting as a frontline agent. I have a strong understanding of the daily operations of our agents and what we’re looking for to improve the business. Our latest collaboration has been with AMC to implement the DaVinci technology, and I’m excited to discuss how that’s been helping us.
David Grant:
Thanks, Kevin. This customer spotlight is the first one we’re doing, and we hope it won’t be the last. We’re looking forward to connecting with more customers in the future and learning about how they’re using the DaVinci Toolkit. Every customer has unique use cases, and while many may think that everyone uses it the same way, the reality is that each implementation is a little different. The DaVinci Toolkit is flexible and customizable, and with our service-first approach, we make it easy to get the results you’re looking for.
David Grant:
From the CAA perspective, Kevin, I know you weren’t directly involved in the pre-sales process, but I know from speaking to your colleagues that CAA was looking for ways to deliver measurable time savings, improve survey scores, and enhance customer satisfaction by modernizing your contact center technology. It’s great to hear that you started as a call center agent. Could you tell us a little bit more about the services CAA provides and what kinds of issues members typically call for?
Kevin Mack:
Absolutely. CAA’s bread and butter is roadside assistance. We’re a trusted brand in Canada, and if you ask anyone who they’d call for a tow or a breakdown, CAA would likely be the first name they mention. We have over six million members across Canada, with 2.5 million members in South Central Ontario and the surrounding regions. In addition to roadside assistance, we handle membership inquiries, renewals, and provide information on the services and discounts available through our rewards partners. Phone support remains a primary channel for these services.
David Grant:
That’s really interesting. Have you ever had to call your own company for help?
Kevin Mack:
Great question! Not since I’ve been working here, but my family has been a member for years. Growing up, I didn’t realize all the other services CAA offers— I only knew about roadside assistance. I remember when I was young, my mom’s car ran out of gas, and I called CAA for help. It was a great first experience!
David Grant:
That’s awesome. Here in the States, we don’t have CAA, but I’ve had to call roadside assistance before, too. I was heading home for Christmas break from the University of Maine and got a flat tire. My friends tease me because they say they would’ve changed the tire themselves, but I had no problem calling roadside assistance. I ended up using AAA, though I don’t currently have a membership. It’s funny how many people rely on those services without realizing it.
Kevin Mack:
Exactly! CAA is the equivalent of AAA here in Canada.
David Grant:
Would you say that roadside assistance makes up the largest portion of the calls CAA receives, or is it more evenly split?
Kevin Mack:
Roadside assistance definitely makes up the majority of our call volume, especially during the winter months when the weather can get pretty extreme. Last month, we experienced a polar vortex and a few snowstorms, and that’s when we see a spike in roadside calls.
David Grant:
That makes sense. And it’s clear why CAA would want to improve the agent and customer experience in those situations. I imagine most people aren’t calling for roadside assistance in the best of moods, so streamlining the process and saving time could make a huge difference.
Kevin Mack:
Exactly. In call centers, we closely monitor metrics like Average Handle Time (AHT), and every second counts. By using DaVinci technology, we’ve been able to speed up processes like confirming customer details and retrieving account information. With the DaVinci screen pop, we can pull up a customer’s info as soon as they call, so agents can start assisting immediately.
David Grant:
It sounds like the screen pop feature has been really helpful. I know that CAA uses SAP CRM, and you’re using the DaVinci toolbar instead of the native SAP toolbar. Can you share more about how this has helped with call transfers, especially in roadside situations?
Kevin Mack:
Yes, it’s been a game-changer. The custom solution we built with AMC’s help for roadside assistance has made a big difference. Before DaVinci, agents had to manually verify membership numbers, which could take a lot of time. Now, with the screen pop feature, we can immediately access the member’s account, making verification much quicker. When a call gets transferred, the next agent already has all the information they need, which is critical for roadside situations.
David Grant:
It sounds like the collaboration between AMC and your IT team has been key to making this work. Can you share how much time you’re saving on roadside calls?
Kevin Mack:
Absolutely. In the past, members had to read off a long membership number, which added a lot of time to the process. But now, we’ve implemented a system where members can enter their information through the IVR, and once they connect with an agent, we have their account information ready to go. This alone has saved us a significant amount of time, and it really speeds up the process.
David Grant:
That’s impressive. How many roadside calls does CAA receive per quarter?
Kevin Mack:
For 2024, we’re looking at just over a million roadside calls for the year, so it’s hundreds of thousands of calls.
David Grant:
That’s a huge volume! If you’re saving 40 seconds per call, the time savings really add up. For Q4 alone, based on your numbers, we estimate that CAA has saved around 3,800 hours of work. That’s extraordinary.
Kevin Mack:
It’s amazing to see the numbers behind the improvements we’ve made, and it’s all thanks to the DaVinci technology.
David: So one other thing I wanted to mention is that from a security and compliance perspective, I know this has been a long journey for us, but DaVinci is now SOC 2 Type 2 compliant. If you understand what SOC 2 Type 2 is, it’s a significant achievement in terms of privacy, security, and trust. For our customers, DaVinci being certified is a major milestone. If you have any questions regarding the SOC 2 Type 2 compliance, we are happy to provide more details. In terms of security, privacy, and trust, DaVinci can address all of those concerns due to this new compliance that we’ve met over the past few months and the last two quarters.
Raj: Our focus in the last few months has been heavily on using AI-enabled services to achieve various use cases that help automate your contact center and make your agents more efficient. In terms of new integrations, DaVinci now integrates with the newly launched Microsoft Dynamics 365 Contact Center, which is AI-enabled and driven by Copilot. We’ve also been working on new releases with Salesforce, ensuring that we stay integrated with their latest updates and add new use cases as they’re released. For Salesforce Voice customers, if you’re interested in the new releases, please reach out to David or Susanna, and we’ll work with you to help you understand how we can support those newer use cases.
David: Any questions so far?
Raj: No? I just want to add that even though I’ve mentioned some of the work development has been focusing on, the way DaVinci operates allows our customers to come to us with different use cases almost every single day that we may not have initially thought of, but which we can already support with the work we’ve done previously. All it takes is a discovery session, a blueprinting session, maybe a sandboxing session, for us to put the puzzle pieces together and show you how it’s possible. In many cases, it may not even require development work in terms of building new features, as we can already combine the tools to support your unique use case.
David: So all of this development work is great because it continues to build out DaVinci to support an infinite number of scenarios with our customers. The reason this is possible is that our development team, led by Raj, is exceptional. I love hearing all of this. Thanks, Raj.
Raj: I fully agree. As I mentioned, the way we hear from customers, with different components and validation processes, makes it clear that every use case is unique. It’s no longer an apples-to-apples comparison; it’s far more diverse. We’ve been working with Microsoft Copilot, for example, to help increase agent efficiency and reduce call average handling time by leveraging AI. This is a critical metric for contact centers, and by using tools like next best action and other AI-driven services, we’re able to make agents more efficient, which in turn leads to happier customers.
Raj: We’ve also enabled real-time transcription for AI and Cisco enterprise platforms with DaVinci, leveraging GenAI for agent assist. Regarding our translation services, DaVinci uses SIPREC to capture real-time media streams for AI CTI, which can be extended to other on-premise CTI providers as well. This allows for transcribing voice streams, and depending on the CRM you’re using, there are different ways to push those transcriptions into AI-enabled services.
David: Any questions so far?
Raj: No? I’ll just add that the transcription use case is something we’re hearing a lot about from our customers, especially as they explore AI solutions. Many are starting by asking what AI can do for them, and then at the end, they mention they’re interested in transcription. I’d challenge everyone to reverse that order and think about starting with transcription, as it’s an essential first step for AI use cases. Once transcription is in place, AI-driven services can build on that to address various business needs.
Raj: David, I know we have the DaVinci AI Starter Toolkit, which can help get transcription in place and support other AI needs. This toolkit can be especially helpful for customers who are feeling overwhelmed by the number of AI components or use cases.
David: Yes, the AI Starter Toolkit can help, and it’s a great resource for customers. I encourage everyone to reach out to David if you’re interested.
Raj: Lastly, I want to mention that the DaVinci for Agent Force listing is now live on the AppExchange. If you’re unfamiliar, Salesforce Agent Force is a platform that allows organizations to build, customize, and deploy autonomous AI agents to perform tasks in the background or run business functions in parallel. This can include running workflows or data retrieval across products like sales, service, marketing, and commerce.
David: That’s all from the development update perspective. Thank you, everyone, for joining.
David: Keep an eye out for our next live event about IVA and DaVinci’s role in that, which will take place around the end of April. We’ll share more details soon.
David: Thank you again, everyone, and please feel free to reach out if you have any questions. As with all our recent webinars, we’re offering a complimentary one-hour AI assessment. Just email me, Susanna, or any AMC employee on this call, and mention this webinar to schedule your session.
David: Thanks, everyone.
