534: How Toma is Transforming Car Dealerships with Voice AI Technology
Host Chad Pytel interviews Monik Pamecha, the Co-Founder and CEO of Toma, a company specializing in AI for the automotive industry. Monik discusses how Toma automates phone calls for car dealerships, enhancing customer service and streamlining interactions. Despite advancements in digital communication, phone calls remain crucial in the automotive sector, and Toma leverages AI to improve these experiences significantly.
Monik shares his journey in the tech industry, detailing Toma's evolution from experimenting with different AI applications to focusing on voice AI. He explains the challenges and successes faced along the way, highlighting how AI technology has matured since his early work with chatbots in 2016. The conversation reveals how Toma's voice AI quickly gained user traction, validating their focus on this innovative technology.
The episode also delves into the practical implementation of Toma's AI solutions in the automotive industry. Monik emphasizes the importance of integrating AI with existing dealership software and the gradual rollout process to ensure effectiveness. He discusses the need for clear communication about AI's role in customer interactions, reflecting diverse responses across different demographics. Monik's insights provide a compelling look at the future of AI in automotive customer service.
• Toma (https://www.toma.so/)
• Follw Toma on X (https://twitter.com/toma_voice), LinkedIn (https://www.linkedin.com/company/tomavoice/), or Facebook (https://www.facebook.com/tomavoiceai/).
• Follow Monik Pamecha on LinkedIn (https://www.linkedin.com/in/monikp/).
• Follow thoughtbot on X (https://twitter.com/thoughtbot) or LinkedIn (https://www.linkedin.com/company/150727/).
Transcript:
CHAD: This is the Giant Robots Smashing Into Other Giant Robots podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And I'm joined today by Monik Pamecha, Co-Founder and CEO of Toma, which provides AI for the automotive industry. Monik, thanks for joining me.
MONIK: Hey, Chad, thanks for having me.
CHAD: Obviously, in fact, as evidenced by the guest list that we've had over the last few months, a lot of companies are either integrating AI into their products or starting new companies. And you've been around doing AI for quite a while now. Tell us about Toma.
MONIK: Yeah. So, Toma automates phone calls for the automotive industry right now, and we build a lot of different AI products as well. It's an interesting market, but one of the leading users of phone calls for doing business. So, a lot of the business, which is buying cars, you know, the first touch happens over the phone, you know, people bringing in their cars for service, getting updates, and all that, like, mostly happens over the phone, even though you have had websites and apps and all of these around.
And to give you, like, an idea of scale, like, there are 290 million cars in the U.S. alone, which is, like, about 90% of the population has at least one car. So, scale is massive, and Toma is making that experience of getting service and just dealing with anything related to automotive, like, 100 times better.
CHAD: So, I would encourage people to go to the website and check it out, because, I have to admit, I was a little skeptical, at first, about how good the phone call could actually be. And I was impressed by how natural it was, how it was able to respond in the video demos that I saw. So, how did you know that this was going to be possible?
MONIK: I think a lot of it comes from our own experiences, I mean, not with automotive, but with technology. So, I've been in tech for a long time. I mean, I started writing code when I was, I think, 11 or 12, a similar story for my co-founders as well. But I've been doing machine learning research as well in the past. In fact, this was in 2016 when I wrote a paper on this as well, and we built a chatbot that was based on generative models. And, at the time, in 2016, it was really funky. Like, Google had come up with something called Sequence to Sequence, and we were using that to train it on a little bit of data that we had, and we had something that kind of worked.
And, at the time, I was thinking that, I mean, when you were working with that, you'd see it, like, go off the rails and, like, do something really stupid. It couldn't even get grammar right. And, at the time, I saw all the holes that I was like, if somebody plugged these, like, you know, this would be phenomenal. Like, this is what it takes for it to work, you know, these are the places, more from a practical experience, right? Like, if you had to take it to production, like, what would you need to fix?
And then, six years later, I see that things actually started picking up, right, like, they actually fixed all those holes. And it came back to me...
ソーシャルリスニング
AI answers the phone for a doctor's office
A doctor's office uses Toma to manage appointments for their patients. Does your business make or receive phone calls? Toma can automate them with AI. Learn more at https://www.toma.so
534: How Toma is Transforming Car Dealerships with Voice AI Technology
Host Chad Pytel interviews Monik Pamecha, the Co-Founder and CEO of Toma, a company specializing in AI for the automotive industry. Monik discusses how Toma automates phone calls for car dealerships, enhancing customer service and streamlining interactions. Despite advancements in digital communication, phone calls remain crucial in the automotive sector, and Toma leverages AI to improve these experiences significantly. Monik shares his journey in the tech industry, detailing Toma's evolution from experimenting with different AI applications to focusing on voice AI. He explains the challenges and successes faced along the way, highlighting how AI technology has matured since his early work with chatbots in 2016. The conversation reveals how Toma's voice AI quickly gained user traction, validating their focus on this innovative technology. The episode also delves into the practical implementation of Toma's AI solutions in the automotive industry. Monik emphasizes the importance of integrating AI with existing dealership software and the gradual rollout process to ensure effectiveness. He discusses the need for clear communication about AI's role in customer interactions, reflecting diverse responses across different demographics. Monik's insights provide a compelling look at the future of AI in automotive customer service. • Toma (https://www.toma.so/) • Follw Toma on X (https://twitter.com/toma_voice), LinkedIn (https://www.linkedin.com/company/tomavoice/), or Facebook (https://www.facebook.com/tomavoiceai/). • Follow Monik Pamecha on LinkedIn (https://www.linkedin.com/in/monikp/). • Follow thoughtbot on X (https://twitter.com/thoughtbot) or LinkedIn (https://www.linkedin.com/company/150727/). Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And I'm joined today by Monik Pamecha, Co-Founder and CEO of Toma, which provides AI for the automotive industry. Monik, thanks for joining me. MONIK: Hey, Chad, thanks for having me. CHAD: Obviously, in fact, as evidenced by the guest list that we've had over the last few months, a lot of companies are either integrating AI into their products or starting new companies. And you've been around doing AI for quite a while now. Tell us about Toma. MONIK: Yeah. So, Toma automates phone calls for the automotive industry right now, and we build a lot of different AI products as well. It's an interesting market, but one of the leading users of phone calls for doing business. So, a lot of the business, which is buying cars, you know, the first touch happens over the phone, you know, people bringing in their cars for service, getting updates, and all that, like, mostly happens over the phone, even though you have had websites and apps and all of these around. And to give you, like, an idea of scale, like, there are 290 million cars in the U.S. alone, which is, like, about 90% of the population has at least one car. So, scale is massive, and Toma is making that experience of getting service and just dealing with anything related to automotive, like, 100 times better. CHAD: So, I would encourage people to go to the website and check it out, because, I have to admit, I was a little skeptical, at first, about how good the phone call could actually be. And I was impressed by how natural it was, how it was able to respond in the video demos that I saw. So, how did you know that this was going to be possible? MONIK: I think a lot of it comes from our own experiences, I mean, not with automotive, but with technology. So, I've been in tech for a long time. I mean, I started writing code when I was, I think, 11 or 12, a similar story for my co-founders as well. But I've been doing machine learning research as well in the past. In fact, this was in 2016 when I wrote a paper on this as well, and we built a chatbot that was based on generative models. And, at the time, in 2016, it was really funky. Like, Google had come up with something called Sequence to Sequence, and we were using that to train it on a little bit of data that we had, and we had something that kind of worked. And, at the time, I was thinking that, I mean, when you were working with that, you'd see it, like, go off the rails and, like, do something really stupid. It couldn't even get grammar right. And, at the time, I saw all the holes that I was like, if somebody plugged these, like, you know, this would be phenomenal. Like, this is what it takes for it to work, you know, these are the places, more from a practical experience, right? Like, if you had to take it to production, like, what would you need to fix? And then, six years later, I see that things actually started picking up, right, like, they actually fixed all those holes. And it came back to me...