Venture with Grace
00:11:34 · Ashley Kramer
[00:11:34] S1: So the number one way to do that is you have to deeply be leveraging it Like all the time, in every way possible. And I'll talk about this in a second, but that's one of the things we do here at ElevenLabs is we're customer zero of everything we do. And then we understand how to make it better, how to leverage it and take it to the world. And so I think that's really awesome. So I do think number one is making sure you're leveraging it on your own. That can be in your personal life, doesn't necessarily have to be in business, although that's helpful. For me to really deeply understand and be an AI native executive, you probably have to get several levels deeper on the technical side. Like I would argue when I was in data and analytics, like I had a decent understanding of like data services and databases and the analytics tools on top, but I didn't necessarily deeply understand things about like the servers they were running on and those And types of that's a big thing in AI, like GPU capacity. How many times have we heard that and understanding the nuances of data centers and different components around that? So again, particularly in a CRO role, do I need to get as deep as our infrastructure team? Absolutely not. But understanding that because those are going to have impact on customers and beyond customers' minds. And so I think to really become AI native outside of using it and understanding it, you just have to fundamentally believe in the future of what this will bring to businesses, to individuals. It's in the news every day, and my parents were the first to tell me that, particularly at my last company where it's literally in the news every day. And so I think you have to just have a fundamental belief that this is our future, those that leverage it are gonna be the best positioned, and then help bring everybody along by really being the one that's using it the most. And using it the most has a bunch of different... This is something that I think a bunch of companies have tried to navigate is how do you understand how AI is being used within? You can look at tokens, but the token maxing world has taught us that that might not be the best approach, but also maybe the outcomes and the value. Like what, because I'm using this as a core part of my job, what is the personal ROI I'm getting from it?
00:14:06 · Ashley Kramer, Grace Gong
Who's other time am I saving or what cost am I saving because I'm using it? And so I think being able to lead by example is incredibly, incredibly useful and impactful when you think about how to become an AI native executive. [00:14:21] S0: I have so many questions there too. So I wanna first start with, in your organization right now, so how do you leverage AI agents? So obviously, feel like everyone's agent maxing this year, building their own stuff. Especially in sales right now, obviously, there's so many people are trying to do AI SDR or AI CRM. Are you a big fan of those or they're just gonna be replaced by codecs? No, I'm
00:14:50 · Ashley Kramer
[00:14:50] S1: a big fan of them. And again, I think this is where it can uniquely tie to ElevenLabs Foundation and what we do is the future of sales, I believe, still does need humans to a certain level. When you're investing heavily as a customer in AI, I've customers tell me like, this has to work, I'm putting my job on the line, I'm asking for a lot of money from the board to make this successful. They need that relationship. They need to, if anything is feeling off or going wrong to be able to text or call me or my team directly, like you need humans involved as part of that. But to have more human connection time, you need to also remove some of the things that maybe we shouldn't be wasting human time and brain power on. And so the AI SDR is one that I very deeply believe in, and we actually just launched our version of it a few weeks ago. It's named Dom after the person who was the brains behind it, but we all were using it internally here. So our AI SDR Dom now has in one month saved one hundred and eighty hours of my SDR team's time. It's converted millions of dollars in pipeline. And as of last week, it handed off to our AIAE agent and closed two deals. And so the impact is one customers get better around the clock support. Right now we're using it for inbound. So it's not necessarily doing outbounding, but they're getting 27 or 20 fourseven support. And sometimes, you know, in off hours actually already have a meeting scheduled for that following week. So they're getting better support. I hate to tell myself this, but there are customers and instances and segments that don't wanna talk to salespeople and they would rather self serve. And so in that case, being able to convert those deals without having human interaction, but be able to support them and nurture them through the process, make them comfortable. And what we're working on next is the post sales support. So an AI CSM or customer experience type rep. So same thing, if they don't feel like they need the deep human support or FDEs, which are also very valuable and so we wanna reserve their time for deep complex enterprise systems, building solutions with them. And so my team is leveraging AI SDR, AI AE and AI CSM. We also have a sales coach that even I use that you can role play going in to talk to the CEO of this Fortune 100 company.
00:17:22 · Ashley Kramer
They just had an earnings call and I know there's sensitivities around this. Help me with some objection handling, help me with my messaging, being able to have that coaching and many different ways that we're continuing to leverage it. Because again, every second that we're not spending on those things, which are impactful and important, but we can be sitting with customers. We can be deeply understanding their business and how to help them with what we provide. And just so happens what we provide is human like conversation and models that are able to have this expressiveness that can handle a lot of those conversations via Genetic AI. And so the beauty of it is that we get to use our own technology and now we can bring it to customers so they can have the power of that AI interaction and conversational layer so that they can then go better serve their customers.
00:18:20 · Grace Gong, Ashley Kramer
[00:18:20] S0: For sure. I'm curious, when you're thinking about... I again have so many questions, but I think one of the things I'm curious about is nowadays building as a CRO, when you're building out your own sales team, obviously there is FTE, there is the AI agents. Are they all sitting under the sales department? Maybe what would be... Since you recently joined the company and coming from a company like OpenAI, which also moves extremely fast, then you are running the enterprise department for the sales side. And I'm curious, how do you think about... I believe in my research, ElevenLabs did $600,000,000 last year. I mean, you don't have a comfort, but like, I'm just, rumors us. Then But by midyear we had announced it. [00:19:08] S1: So by this middle of this year, I think it was around June. [00:19:11] S0: Yeah, like around there. So, and then there is half of them is self serve and the half of them is enterprise sales based off my trajectory answers. I'm curious when you're thinking about expanding the sales, would it be more towards let's go after the Fortune 100? Or would it be more towards, let's double down on consumer or slash self serve? I know you guys have different tier for enterprise, for creator, for just the beginner ish people. Where would you think the major amount of revenue gonna come from? How do you personally, from your experience, the sales at a company like OpenAI? You mentioned about the ten years lessons within one year. At least. What would be the things that you find very useful for the new role?
00:20:05 · Ashley Kramer
[00:20:05] S1: Yeah, I think it depends on the customer. And again, back to my point, there are a lot of customers, digital natives, for example, that wanna self serve. And so of course, have you to make sure you have the right documentation, but also the right workflow to get them through as fast as possible. And so I would argue that there's probably a lot of the more regulated industries, FinServe, healthcare, they're probably not gonna self serve. And I don't think you have to do a deep analysis on that. You know that they're gonna have needs like HIPAA compliance and regulations, data residency in certain countries. And so from that perspective, understanding based on customer intent and the chemistry and the makeup of the type of company it is, who is best to send it through a self serve type workflow. When it comes to the AI SDR, for inbound right now, let's say from a form fill, you get the option to, and we have intense signals on, oh no, this needs to go, guardrails really, this is a bank, we wanna send this to a human so we can help them and help them understand versus maybe a digital native that's just trying to get better support to build an agent on their own or build on our API. So you have those guardrails to always have the human fallback, but also help foster them through quicker for the good of them when that's probably more of the intention. And of course, we continue to learn lessons as we watch how this workflow's working and how the agents are handing off to each other. But then what that gives us extreme focus on is those customers that do need the human to human. Those customers that it's a great opportunity to take FTEs in and embed them alongside their organization so we can make sure it's customized to their needs, they're able to scale across operations, support, marketing, sales, whatever their needs are, and then of course, to benefit their customers. And so I wouldn't say that we have a mix in mind of what will be self serve versus enterprise or what will be SMB mid market enterprise, but it's more about where do we take the powerful team that we have and see across all of the different parts of the business, because it's not just sales that is of