As many companies ride the AI wave, Gong is one of the few companies that can benefit most. Gong possesses a treasure trove of business call transcripts that can train LLMs specifically for sales. The value in these transcripts is priceless. Gong has built over 40 AI models taking advantage of this, which can help your business understand and parse information from calls across sales, support, account management, or any other conversation-related aspects.
ChatGPT-like conversation models
Gong provides a ChatGPT-like model that you can interact with in the specific context of your recorded conversations. This can be helpful in many ways. One of which can be to help automate some of the administrative work most account executives must do after sales calls. Use prompts to help fill out Salesforce fields like the that are required when following the SPICeD or MEDDIC frameworks.
Here is an example of a prompt to start your SPICeD template:
Can you summarize this call’s transcripts using the SPICeD methodology by breaking down each point of the methodology in bullet points?
Other prompts can be used more specific to key points in the conversation. For example, a specific law or regulation was brought up, you could use the following prompt:
What was the name of the financial regulation that was mentioned during this call?
Here is an example of that prompt and its return value:
As with any AI model, the results may vary and you will have to tweak the prompts until you have one that gives you the results you’re looking for. Fine-tuning prompts will always be part of using AI models that focus on parsing through bodies of text.
Smart trackers
“What’s the best you can do?”
“Can you go any lower?”
“It’s end of quarter, what incentives do you have for me?”
What do all of these sentences have in common? Pricing. They’re all talking about pricing, without mentioning the word. Keyword trackers for “price” or “discounts” would have missed these conversations.
If you’ve used Gong before, you’ve likely set keyword trackers. Although powerful for their time, keyword tracking can fall sort due to the nature of conversations. No two buyers will describe their problem in the same way. Enter: Smart Trackers. Going allows you to train a custom AI model to track conversation topics in under 30 minutes. Then you can track these topics in a dashboard view, and of course take action based on the results. This can have an outward and inward motion. Evaluate sentences or topics that your customers are continuously bringing up, or pay attention to key topics your account executives are using on closed-won deals.
Insights, reminders, and more
After calls are finished, there are always action items for the seller to follow up with. Some people are great note takers, others aren’t. Gong’s AI has functionality that creates follow-up actions based on the transcripts of the call in order to ensure you don’t forget any tasks or information the buyer needs. Nudge reminders with personalized email suggestions are also part of Gong AI’s offerings. This email cadence tracking feature is huge when it comes to touch points. Gong Engagement includes key features like a dialer, cadence flows, personalized email follow-ups, and more.
Read more about Gong AI’s engage platform here.
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