SaaStr 849: How We Built Our AI VP of Customer Success with SaaStr's CEO and CAIO

28:08I'm like, now everyone's picked for activations. This is a huge pain in our butt that we've been able to automate with QB separately. Things like travel schedule, all that stuff. So again, very generic to if you go to the one on the right. And I picked one of, I picked TikTok, who's a newer sponsor of ours. They've, they've, I should say they sponsored in the past or they're, they're newer signing on to Sastre Annual specifically, but they got everything done in like a day. And again, this is something where TikTok specifically, last time they did London was very slow to submit stuff. Big company, right?

28:40Like slow to submit stuff. We couldn't get them to really turn anything on time. I remember going to London and being like, TikTok stuff is not done. Like I don't have logos. I got nothing. And so even just the dramatic increase of TikTok went from being kind of a pain in the butt sponsor because I couldn't get them to do anything to they literally uploaded everything, almost everything. You can see they skipped two. They still have to do two more things. But they did almost everything in a day. Again, just made it so much easier for them. This is, you know, screenshots of their email. They can see exactly what they've already completed, the last two things they have to do.

29:16Their ticket codes are in here specifically. That's not in the newsletter style. They click this, it goes to their TikTok-specific registration codes. It goes to their TikTok-specific discount code. Again, just things we couldn't do. All right, so I'm going to get into how we deployed it, because I see you all asking about that in the chat. So if you want to reverse engineer QB and make your own and deploy your own similar agent, here's what you should do. So let me back out of full screen for a second. And if you're wondering, the slides I did put kind of in the chat, closer to the beginning, but they are there.

29:51So I see you guys here. But yeah, once you access it, first write a spec. So you can see here, I actually put two things. because I put my original spec, which is the one on the right. It's actually not that good. I looked at this the other day and I was like, it's terrible. So, but it's still a good example. So if you've never written the spec for a Vibe-coded app, this is still a good basic level example, I would say, of how to write a spec for your Vibe-coded app. Basically tell it everything you want, right? So when I was going to build QB as a portal, I thought, I was like, okay, he needs some user flows.

30:24He needs a dashboard for me. He needs a checklist for all of our customers. he needs to be a hub for everybody right all the information they need so for us that's logistics details any speaker sessions etc he needs like an asset library right he needs some sort of training he needs to be able to have uploads single sign-on everything in their contract you know QB should know so that he's never okay I'm going to send he I what I didn't want is that we have some sponsors who have speaking sessions and some that don't I didn't want him to send you know somebody who didn't an email saying, hey, time to submit your speakers.

30:59That would suck because then that person would be like, oh, great, you're giving me a free speaking session. No. As much as I would love to, we don't have that much time at Sanster. So there was some very important nuances there and I'll show you how I did it. I did not load those contracts directly into the portal. I'll say that right now. Do not load your customer data directly into the portal. I'll show you how I agent hop later, okay, for a security layer, but just a preface there. Things like badges that you just saw, registration, FAQs, support information. They can actually do add-on orders.

31:29Anyways, you can see everything I wrote here into it, the technical requirements, blah, blah, blah, blah, blah. You know, it needs a database. It needs single sign-on. We use clerk. MVP in future phases. And then, okay, all this. Okay, so that was V1 of my spec. There's a link. You can see it. If that looks intimidating, if you don't know how to write a spec like that, it's okay. Just start in Claude. Don't start in Reqlid or Movable. and just say, I need help writing a spec for a sponsor portal. And it will help you do it together. You can do it in the Vibe Coding apps, but we both have found you get a double benefit if you write it in Claude and then get a spec out of it and then put that in the agent and then kind of tweak it again, right?

32:09That's how we like to do it. But you don't have to know how to do all the bullets and everything that Amelia said. Just iterate it, right? And you don't need, and to be clear, if folks haven't done this themselves or they haven't done it well, in 2026, you don't need to be a prompt engineer. Like you don't need to know. That is dated when you need to be a prompt engineer. Okay. You just need to talk with Claude or I guess chat GBT. We prefer Claude and just say, I want to build the spec for an application. Here's what I wanted to do and write up all the things you want to do and just iterate it.

32:39You don't need a prompt magician. The agents are so good. AI is so good that that's dated. Iterate it. Make sure you understand everything is it, then give it to your vibe coding app and let it run with it. Amelia, go through it. But yeah, it is not, this is, you do not need to be an engineer or some prompt wizard in 2026. Those days are long behind this. And again, that was my simple one. That was one I started with. If you're intimidated by it, then just use that one, right? If I'm just going to try and recreate Amelia's first original thing, that's fine. And that's my, and the thing is too, you can give it other people's, you could say, hey, this is the one that Sastra did.

33:12You could say, hey, this is the one that Sastra did. Here's the prompt that they use. Here's the website that it ultimately ended up as. Give it Sastrasponsors.com. You will save yourself a ton of time from the work I already did. So do that too. But second, here's my, I asked KB this week, right? To give me what it would consider the spec now. And you can see it's a heck of a lot longer. It's got a lot more to the tech stack because we added some agent hopping stuff. It's got some more theming and design. It's got some more nuance basically, right? Because like I said, as we started using it, we saw that we could use it as more of an agent and less of a straight up portal.

33:48So you can see it. There was literally nothing about emails in that original spec. Now it has a whole schema for emails and email blasts and how it's going to route things to people. Public faces versus, you know, not public faces. Like the task lists are more built out. So if cost is one of your concerns, I would say you want to get your spec closer to this one than my original one. Because again, benefits of doing this in Claude versus doing an agent. At the end of the day, it's still gonna be a little cheaper to write this with Claude or ChatTBT. more fully baked out for you than it is to put it into any of you know the major vibe coding apps directly into the agent so you guys can produce this it's linked in the it's linked in the slide so you guys you can use it again if you want to use it to your benefit so all right so first things first write us back again the more granular you can get the better but this is not how my spec started so if you don't get it all perfect it's fine the bigger thing here is to get it into production.

34:45That is really the goal. Just getting into production. Specs aside, but specs do help. Two, right? Okay. So for us, we took our spec, we loaded it into our Fave Vibe Coding Platform. Again, you can use Replit, Lovable, Versalvi Zero, any of them. They're all also going to be at Sastr. So you can talk to them there too, and they will show you how to do it. If this intimidates you, they're going to all be there in May. It's only five weeks away. So you can also just do a follow up there with them. Just go to their booth. But what you're going to do next is you're going to give the agent and your Vibe Coding Platform the spec.

35:21You know, you can give it some high level design. Again, I gave it a website I already liked that we already had when I first gave it to the Replit agent in this case. And I said, here's my spec. Here's my kind of like websites that we already have going on because I like the design. I like the look and feel. Here's some other, I saw other people's like customer knowledge bases that were really good. I was like, these are the ones that I want to copy. And so give me, hit me with your best shot. And Keebee does not look the way he does today, but he looks pretty good. And so the first thing I did, and this took the longest amount of time, is I had to test literally every single function.

35:59Everything. Sign in, upload your logo, you can see here, submit your address. I tested all of these one by one to make sure that before I sent it to our first customer, it wasn't going to break Because my biggest fear when I was rolling this out was this all seems really fine and dandy, but what if it breaks? If it doesn't actually get into production and people can't actually submit to us the information they need or get information back from us, agent or not, then what is the point, right? It's got to actually freaking work in production. And so I tested everything one by one, basic or not, using AI or not.

36:32I tested every single input and output in Quby. some folks are asking the chat can you see qb in action just go to sashresponsors.com you could see it now you won't be able to log in but you could see what he's doing then we had to hook up email capabilities right and i at the time i was like i'm just gonna hook up email so i get an email then obviously we realized he could email everybody personalized you know create a database most five coding apps will do that by default sometimes you just need to make sure you make one you know port over any content any knowledge you want again this is a big thing sometimes you can crawl your website if you need to move some you know if you've got faqs lying around that's just like a google sheet it's fine just give it all give it all to the agent except you know sensitive data don't give that to the agent give everything else to the agent that's not going to be sensitive but yeah i literally tested everything and then this asian hop thing i've i've said a couple times is for sensitive data, never give it to your agent directly.

37:34Never, ever, ever. I did not, again, this is a, we call him QB now because he does real-time QBRs, but at the very beginning when I wanted him to know all the contracts, all the customers who was going to need access to the portal, I just did a Salesforce integration. I was like, one, all that data's already in Salesforce. We already marked these things as closed one with the contacts, one they close. So one, I'm not going to have to read about the wheel if I just do a custom. I forget what it's called. It's in here somewhere. I just did a custom Salesforce integration too. Then QB directly does not have that data.

38:12He has to call up Salesforce. So he doesn't have, you know, a hundred contracts just sitting in his knowledge base, which would be scarier. So I definitely agent hopped his original customer database and ongoing database. is mostly in Salesforce. And then in terms of like specific users and people who folks add, again, we use clerk for single sign-on. So all that lives in clerk, he doesn't have that directly to the point where sometimes he forgets who's in clerk or actually he doesn't forget who's in clerk. He just does this annoying thing, which is super nuanced, which he sometimes will not send it to people that are pending.

38:50But in single sign-on, he'll be like, I'll send it to Jason and Amelia because they logged in as part of the Salesforce team, but I won't send it to Justin because he hasn't logged in yet. And I'm like, no, no, no. You need to send it to everybody. But anyways, that's how I agent hop. There's other things like, you know, all the registration links, that's from Visabo. So he doesn't have that information directly either. So I think the agents, we try to, we use Salesforce as our hub for all our agents. We've talked about it. And so there is inherently an additional layer of security by having that be our system of record.

39:25It's not perfect. The agents are still going to touch the data, right? it's beyond the scope of this. I think that if you need to store sensitive information in your app, it's okay. Just realize the more you do, the higher the burden it's going to be on you to become a security expert, right? Which you don't want to do. You're going to, instead of testing things once or twice, you're going to need to do constant security on this, constant reviews, try to break things. And we can do a different session on what we've learned there. I just don't think most folks want to become security experts. So to the extent you can, if you have your most sensitive data, like for us, we just don't want contracts leaked, right?

40:04We just don't. Would it be the complete end of the world? No, but it'd be bad, right? So we store them in Salesforce, right, instead of the agent. I think that's a good practice. But if your use case that doesn't work, I wouldn't say don't do it. Just realize you're going to have to spend a lot more time than just using the default way the app is built. You should budget hours and ongoing maintenance to making sure your app is secure as you can make it. But I wouldn't say you have to do this agent hopping, but I think it's a great best practice. Yeah, it's. It's I know it's a it's a new term. I don't think I coined it, but I just call it agent hopping.

40:43I'm just it's and it's not again, it's not that it's anything magical or that I'm in this case, I'm not even calling up agent force, which I think some people thought from the name. I was calling up agent force. No, I'm just hopping data with all my different AI tools, agents, whatever you want to call them. Again, so it's more secure and that nothing is ever in one spot. And then we do, you know, we have Zapier keys that are secretly stored, other API keys that are stored that, again, we just load different sets of data and things from other tools that are more compliant and more secure than the built-in agents.

41:20So, okay. So that's just one to number three and only go through this. Just pick how you want to deploy logins, right? If it's something like this, where you're going to have customers logging in, listen, it was a pain in the butt to do this. And candidly, I think it's gotten easier now. I know for a fact it's easier and lovable and V0 because they have a built-in. But again, just decide how you want your single sign-on system of record and decide how you want that data to get there, right? Maybe don't load it all in one spot. I segment our data a lot so that it's always hopping between different things to call, you know, it's got to call all these different APIs to figure out the full picture.

42:05So hopefully that's more secure, knock on freaking wood, than most things. all right again i've touched on this but maybe more importantly here what the biggest thing on a on a on a vibe coded app like qb is to deploy him so i just deployed him to a few folks at first i basically picked one customer at each of our levels and i said okay i'm gonna deploy to them i'm gonna see what breaks what doesn't and definitely stuff broke definitely some stuff didn't work like i learned in the first week that you know we had a i think it was a gold sponsor was submitting some tasks and they're like it's not really working i'm getting this weird error i was like okay send me a screenshot because apparently as qb's master i also have to do all the troubles i was like dang downsides of this is i can't just send it to someone and say hey fix this i was like oh it's me fixing it but i was like send me a screenshot I loaded into the agent and I was like, hey, what happened?

43:04Why is this person getting this error before we roll it out to everybody? And they go, oh, it's because you did not build in a timeout. So because this person was like, they logged in the first time and it just never timed out their login. They were just logged in for five days at a time. When they went to go actually upload something, it broke because it basically timed out. It didn't reauthenticate them. And I was like, oh again not something i thought of so i'm not perfect if i could i guess not something i thought of and so once i figured that out with the agent we built in a i think it's like 15 minute time out now so that you know you sign in to sash sponsors if you don't do anything for 15 minutes it'll boot you so that every time you log back in you're re-authenticated then you can upload stuff again things i learned from it actually being in deployment with people not things i i didn't even test for that.

43:55I was like, I don't know, because I was testing every task all at once when I was logged in. Again, not something I came across. And so that was really important to see what did and didn't break. And then also to see what people wanted to add to it. Every week we got like new requests for, hey, do you guys have email marketing company I can use? Do you have, you know, actually people, stuff like that, right? They were like, do you have more information on networking? That's always a big question we get. So we've made a whole section for networking in QB. Like we just kept adding to it and adding to it.

44:27And then people were like, oh, I want to just submit my activations to QB and not email you like I used to have to. So then we built a whole submissions and then we built a whole speaker submissions path where for the sponsors who had speaking specifically, you had a whole section of SASTR sponsor speakers and it would give you exactly what you needed to submit all of our speaker guidelines. But also, and this was magical, it would let you pick a time which i know sounds really basic but qb would let you pick a time when you were submitting your speakers and then when he saw that there was like three or four speakers at one given time he would gray it out so he'd say okay listen all the sponsors are going to submit this task on the same day when it opens because they all want to speak on wednesday they all did okay and so qb would say all right i've already had four people submit in the nine to ten o 'clock slot i'm going to gray that out so that the next fifth person who does that can't pick nine to ten because it's already going to be full.

45:20So again, things we had to do in an email back and forth that cost a lot of time that QB just did agentically because he's built that way. So we added, again, how QB is now is not how he was and he won't be that way in a week. Like now that we're getting closer to disaster, I've gotten more of these requests in the last week for even, here's the thing, now people want even more out of him. They're like, oh, hey, could you add this? Can you add that? And I'm like, we're so busy right now. But yes, I will add all these other features and functionalities to QB because I'm glad that you guys are using it, again, a lot more than you used to.

45:51So, all right, number five. Again, if you're going to reverse engineer something like this or build something like this for yourself with the Vibe Coding app is, again, understand where you can leverage the data you're going to get out of this to be more agentic. That's basically how we turned QB from a somewhat generic customer success portal slash project management tool into an agent. Like, he still does those things. He is still a project management tool. He's still a consumer management tool, but he's also more of an agent now, right? But again, he didn't start that way. He didn't get that way.

46:25You know, it's understanding where you can leverage things like this that are built this way, that has different APIs that you can have for yourself to say, okay, how can we get him to do things automatically? Even if you don't want to say Genetic, just automatically, right? Like in this day and age, again, are you doing things like sending unique links to people when you're onboarding them? Or do you send them custom kind of things throughout the day? If you're like, hey, I saw you're not using this feature that we just rolled out. Here's some tips on that. Let the agent do it. Are you sending reminders?

46:58Or are you not sending reminders and workflows that you want to be when they log in or do or don't do certain things in your SaaS tool? Let the agent do it. Are your CSMs or aren't they checking in regularly with people? Because guess what? But Kubi can do it as many times as they slash you want. As Jason said earlier, that is one of the most magical things is he will do whenever you want it to. Or you can let them pick right away. Hey, how often do you want an update? And then maybe just force some emails or updates or however they want it. If they have things to do. Honestly, Kubi this week has started doing things like collections.

47:39I was like, yo, you need to get on this because we're humans. are really slow and faster is coming up. There's other things that you can build into it. But again, if you see something's not getting done regularly, the agent will just do it, man. Like it will do it without question. It will do it very quickly and it will do it for all your customers at scale. You know, we did this for a hundred people. You could easily do it for a thousand, easily. Like maybe you need multiple agents to do it or multiple QBs, but it can do it, right? I think, too, how we evolved QB into the name was, yeah, a little bit of the play on the QBR.

48:18But QBRs have always pissed me off as, hey, customer, because, like, why am I waiting once a quarter for super generic stats? You're not telling me anything in real time. Everything in a QBR has already happened. Whereas QB, the agent, is in real time. It is what's happening now. It is not waiting for a magical quarter of a window to pass before I give you any sort of freaking insights. He is now. He is real time. He is live. He has access. He has all the data. Wouldn't you want that instantaneous versus once a quarter before you know this customer is going to maybe turn from you because you don't know?

48:57I don't know. I feel like there's a lot of power in that of, you know, again, we were guilty of this too. Like last year, we waited till after Easter annual to check in on some things. And now Kubi can just do that before the event. He's just a lot more proactive. And so, again, it's not where we intended him, but that's kind of where he is now. And I think that's really powerful to see with our customers, but it's, I'm sure, will be powerful for your customers, too. Okay. Agent Hopping, I'll talk a little bit about more here. But yeah, you know, again, we don't store everything in the native Vibe Coding Agent.

49:30We store things in different tasks for the API. I built out a custom Salesforce connected app. Had I done that before? No, but I asked the agent and Claude how to do it. I was like, hey, actually our Salesforce integration kept breaking. I was super frustrated. Jason knows this. I was like, every day this Salesforce thing keeps breaking and then he forgets a bunch of stuff that I don't want him to forget. And so eventually I was like, hey, Agent and Claude built this so that he doesn't keep breaking and that he has data more persistently. And so it led me to build out a custom agent, sorry, custom Salesforce connected app.

50:08Took me maybe 20 minutes. Wasn't that bad. And now he doesn't break. So it's great. And obviously there's data in there, but there's not that much data directly in QB. So that works really well. okay last couple things and then we'll do any sort of last q night till we run out of time the agentic piece i built out again one layer at a time it started as okay let's just do you know an email to me on who hasn't logged in or not and then not the rest of the team and i was like oh no we could do one for each sponsor then we started doing one for each customer and they got you know they're getting now as they can attest to if they're some of them are on this call I saw as they can attest to they get these weekly emails from QB and that David and I are copied on with the sponsor production team where it lists them out everything they have or haven't done what's due what's upcoming things like that and so again it just it will just trigger certain actions it will also tell me when people submit something so this week for instance all of the booth graphics are due for everyone's boots because it takes time to produce those things and again we're like five weeks away so it'll tell me every time somebody gets their booth graphics which is great i go through i check them actually previously i used to just check them myself now me and claude co-work check them with illustrator on my computer which is also very nice that saves me a bunch of time as an aside but again for our internal team it's just so much better visibility for everybody we just share this with you know our production teams that need to get like a basic report.

51:44Folks who are new can onboard really quickly now versus very slow. So a lot of agentic pieces there, but I didn't build that all at once. I think this is great. One thing just to remind folks, you can build your own version of this. Hopefully that helps. The slides are there. You've got how we built them. You do have to maintain these agents daily. We say this every single time we do it, but there is no set and forget, right? Whether it's little, whether it's things that will break, like the initial version of Salesforce integration kept breaking. Whether like today, like it sounds like 10K gave triple updates in Slack instead of one, which is a recurring issue.

52:28We know why it happens. Or you will see regressions. For example, if you haven't built software today, Amelia tested every button, every link, every upload in the app, right? as your agent gets more complicated, as you add features, it may break those links and upgrades, even though you'd be like, why I added a totally different page. Why did it break the upload button? Beyond the scope of today, these regressions will happen. It is life. And so you need to budget, not only just like when we've talked about our AISDRs, have you have to review their emails every day for a long period of time, you have to do it.

53:03When you build your own agents and your own apps, every day you have to check in on how they're working, check in on their functions. And my hack is make sure you have them send you an email status update every single day. Have them build that because you'll see stuff break in the email and then you'll realize things are broken that you can't see. But just realize anything that's as good as QB, it is great. It has replaced many humans that would not do the work. It gives us 10 times the scale, gives us everything. And between the million and me, we're checking in on it every day. Right. Just like you're humans.

53:34And so just realize if you want to do this, do you need an agentic deployment expert, as I've talked about before? Maybe, maybe not. But you need a human who cares enough to manage QB and 10K every day or it will fail for you. Yeah, it's really, I know I put some before and after slides in there, but it's really been night and day. And that's why at the end here, I officially call him QB1 now because he is literally a quarterback. he is our whatever you want to call him our AI VP of customer success QB1 QB this dude is his what I rely on now like I I can't see myself going back to how we were doing it I wouldn't want to but also I think just for the lift we've gotten from our side of the fence but also as our customers and sponsors have seen where again it's more tailored people can still talk to and again And maybe I didn't say this enough in the first 58 minutes.

54:28People can still talk to us. It's not like we said, hey, here's just QB and that's it. We weren't like, we're going to drop you totally into the AI. And if you can't solve your problem, you're on your own. There's a reason we're copied on every single QB message that goes out to our customers. Because when they reply to it, sometimes we reply. Sometimes it's like something nuanced of, yeah, to Jason's point today, like somebody's like, hey, I submitted everything to the portal, but it looks kind of funky. And I was like, okay, let's go take a look, right? It's not like we're dumping them solely onto the agent to deploy, to be successful at Safster.

55:06It's something where we're backfilling. We're very supplemental. You know, sometimes they do want to talk to us through ideas of what they want to do with their booth. A lot of our diamond sponsors, we still do weekly calls with them. I still do weekly webinars for all the sponsors. I get on, I probably was on 10 sponsor calls last week and I'll be on another 10 this week. We're still doing all those things. So I do want to say that too. Maybe I should have said it sooner, but it's not like we drop everything in customer success. It's just, we're doing a heck of a lot more of it with QB. And I feel like that's also true just from the fact that people keep asking us to add stuff to him, right?

55:41It's okay. So it's, it's not only helpful for us, but it's become more helpful for them because now folks actually ask for features and want to get more things out of it in a way that we previously wouldn't have been able to do and serve because we would just run out of time or I just couldn't find people who actually would send 100 sponsors for unique links each week and keep them on task, right? We just couldn't get that done. If you decide that there is a use case where it's worth your time, and again, it has to be above the line. It has to be worth... If you can do this all the notion and it works great, don't build it yourself.

56:17The 90-10 rule applies. Buy 90%, buy 10 % at the most. But if you decide to build something like this and you get into production, you get it working, you invest time, the magical thing that Amelia said, it's so magical, is that unlike off-the-shelf software, when a customer asks you, hey, could you do this? Instead of saying no or asking your CS person if it's on the roadmap for the next 24 months. If it's not that complicated, we go into Replit and just say, build it now. We can ship it that day and we're not engineers. To say that is magical is an understatement. Anytime with off-the-shelf software, someone asks you for something that isn't obvious how you do it in the app, the answer has to be no, unfortunately.

56:59We're stuck with what we got. So it's not a reason to start there, but if you get something pretty good into production working, your ability to enhance it for what your customers want it it is it is magical that might be the biggest the second biggest lift of all is the ability to to to add to vibe additions not to vibe the 1.0 but to add things you didn't know you could automate before because your eight your rep a lovable v0 can do it in an hour not not a second not and it needs some testing and qa but if it's important now you can just like anything you want that is sass you can pretty much build for your customers if they want it.

57:37So that might be reason number two to do it. Yeah. I think, again, we have literally fought with even people who don't want to do this either internally, outside agencies, you probably find some of your CSMs and external teams on how much coverage they've got. Again, maybe for maybe smaller starting up, you've got one CSM for 50 accounts. That's never viable, right? Unless you do it with an agent. Now I do think that's viable with person plus agent. Then you have enough coverage. Then I think, again, that's something where you don't drop it and you don't drop them just only into an agent, but it can alleviate a lot of tension between you and your customers and focus on the things that matter, like deploying things.

58:22When you take the friction out of it, right, it's just the QB takes all of that friction away and he's going to win every time because he's 24-7 automatic. Again, as often as they want updates, he can do it. All right. Question we got, which is, do you tell folks it's an AI? I think across all of our agents, we don't tell folks it's an AI traditionally. I'm not opposed to it. I don't think there's anything wrong with it. I think our folks, I think, listen, our average deal size is$100 ,000. So this is still a bespoke process. Amelia, David, even me, to some extent is involved. We're not trying to take humans out of the loop.

58:58We're just trying to have the AI handle the 95 % of stuff that can be automated. So right now our customers are fine getting an email that's a mix. They will reply back to the human if they want the human or they will just do it themselves with QB. If your deal size was 1K instead of 100K, you would want to automate all the inbound and we don't have a chatbot on QB, but we have a chatbot on 10K or AIVP marketing that could be added in an hour. So we could add a chatbot. We could do all these different stuff. But at 100K, people actually want a hybrid of humans and AI. And there's kind of a meta insight there, right?

59:32People want to reach Amelia or David instantly. But they also enjoy the fact that for 90 % of stuff, they can work with an agent that's better, right? They know. And I think there's a lot of our views are very 2025 or 2024. If the agent's really good, people are smart. Like they understand the benefits of an agent versus a human, real time access to data. and very, Amelia can speak to it, but very rarely have we seen that frustrate anyone. They like that combination and they get it. They get that. Well, I think they would be frustrated if they couldn't reach a human. For sure. They'd be mad. We all get mad when we log into a poorly trained AI bot and we can't reach a human.

1:00:10I want to blow my brains out, but we don't need to do that at a hundred K price point. No. I think the thing is too, and something I hadn't thought of until now too, is like with our very top tier accounts, So we're talking, you know, multi six figure deals here, like more than 100K. We go to where they want. OK, Salesforce, no surprise, likes to work in Slack. Duh. Let's pick their company. They have Slack bot. There's just so many things you can do. And so we're like, great, get in our Slack. So they're in our Slack. You know, they have QB. They get the automated emails. They see them. They respond to them.

1:00:44They'll literally bring them up on calls. They'll be like, OK, let's go over our tasks that we're missing. They'll be like, OK, great. I didn't have to tell you. like QB told you. But also we're in there in our Slack, which I 100 % come in our Slack. The water's warm. That's how they want to operate. The Google team likes to be on Google Meet and Gemini and Google chats. And they also link to text me. And that's fine. That's what they want. Right. So again, QB is not the end all be all. I should have said it sooner. But for our very top for for majority of our customers, it is night and day. And for folks who want supplemental help, they can email us we respond very the thing is too like now we can respond so much quicker because we're not bogged down with all the little nitty-gritty stuff that we used to have to answer ourselves that we can actually it frees us up to answer the more important things when people ask us questions and then yeah again to the point of you know we still i still get on dedicated calls with folks i still do a weekly sponsor webinar and i for our top tier customers i go wherever is easiest for them.

1:01:43I don't presume, I don't even, you know, QB is great. I don't presume the log, you saw a couple of my diamonds haven't logged in. That's fine. That's okay. If that's the way they work, we'll figure out what works for them. And for them, it was like, like one of our diamonds was like, okay, this is great that I'm getting all the emails, but I'm just going to reply to you with a visit folder of everything. And I was like, that's fine. But at least you got the emails of what you needed to do. And I didn't have to tell you. So I think, again, there's a mix there of part of what we've done too is this has freed us up to be a lot more lenient on how we engage with our customers and the way they want.

1:02:15Whereas previously, I would have been like, no freaking way. It is all or nothing. We're too crazy. We're stretched too thin. We don't have the bandwidth. They got to just conform to us. And now we're going to where our customers want, which is what you want too, right? You want to go to wherever is easiest for them. So it's freed up a lot of our time to do that too.

1:02:40I think we hit most of it. Okay. We'll do, we'll, it'll take us a little while. We'll, you can come build your own at Sastra Annual. The folks will be from all the Vibe building platforms will be there to help you. And we'll do, once we get through Sastra Annual, we will collect all the data and we'll do a part two of this. And we'll show you what worked, what didn't, all the analytics compared to humans. So, and you'll see where we kind of landed on all of this. But again, I would challenge folks. I got to say, I've done a lot of investments. I work with a lot of high growth B2B companies. Very few people do this well.

1:03:15Very few people do this well. And when I meet a leader, especially chief VP of customer success at Telemedia, everything is perfect. They're always gone in six months, 100 % of the time. They don't do this well. I think there is, in every enterprise, there is low hanging fruit here. There is something broken in your onboarding, retention, follow-up, customer education process. Find the most broken one or two things. And even if it isn't broken, be honest. Go through your flow. See where you have gaps in coverage. See where only 50 % of your customers are covered or 30 % or 20 % or where there's gaps.

1:03:50And think about what you would build to get that to 100 % coverage. And I think it's worth just building that. What would get you to 100 % coverage in a segment? And I think you can copy Amelia's prompts and copy our work or just go into the leaders like Repple and say, just copy faster sponsors and see what you get. Have some fun with it because the software in this category is mediocre and it's difficult to configure and it's dated. It's dated. So I think that this is a low hanging fruit for vibing. So thanks, everybody. We'll see you in May. Yeah. Thanks, everybody. Just as a last little bit here.

1:04:25to Jason's point. I'll just, I haven't really promoted this, but the agenda is up on Saster Annual if you guys want to see what we're doing. All the Vibers will be there. Anson from Lovable, I'm Chad from Replit. Gene from Verzell is going to be there on Tuesday. I have to do my own hard. But one of the top performing sessions is I'm going to do a version of this with our AI VP of Marketing, but I'm actually going to have my FDE from Replit join me so I can show you guys how to do one in real time. So we'll do a version of this, but a little different where I rebuild an AI VPN. I'm not going to use our data.

1:04:57I'm going to use probably fake data. I decided was for the best for this because we're all going to record it. But so yeah, that'll be a fun one too. You can come ask me questions there too if you're coming in person. But yeah, all the vibers, everyone's going to be, Anthropics is going to be there this day. There's a lot of - Yeah, it's good. Our goal, if you come on Tuesday to deploy day, whether you fully use it or not, you can walk out with your own AI VPN marketing. That's my goal. That's the goal. That's going to be awesome. Yeah. It's the last session of the day for that reason. So you guys can ask us a bunch of questions.

1:05:27But that's my goal. So you can walk out with one. I'll see you guys there. Thanks for tuning in.