Short answer: Rob Williams says most customers come looking for advice, not to switch tools, and the urgency of losing uncaptured conversations accelerated adoption. He says executive assistants have moved from scribing to routing information.
Watch this answer from Episode 54 (starts at 7:00) · Episode 54 notes and transcript
From Episode 54: Nobody Takes Notes Anymore. 5 Million People Let AI Do It Instead., starting at 7:00.
Jordan Metzner [6:59]: You said 5,000,000 plus customers is just incredible. So I think, obviously, that doesn't happen overnight. So, kind of how has, like, looking at AI and the impact of AI kind of changed the business over this time. And, I mean, there's so much talk about how to, like, even maintain 5,000,000 customers and support 5,000,000 customers and, like, even just... We could dive on the token economics and, maybe it's unitary on a per user basis, but it still sounds like a lot of tokens and AI to spend in general. So, yeah, maybe you could just tell us kind of like how you guys got to the scale and, how you support a scale of such size. I mean, we always work on like b to b SaaS stuff, we never have these types of customers on a day to day basis, you know.
Rob Williams [7:42]: So it certainly doesn't happen overnight, although you look back and it's a blur. But everything, when you zoom out, it just looks like exponential growth. And we see that with AI adoption that in particular, lot of them, there's how much are we growing within the market, and then there's just how much is the market itself growing. And so I would say the overwhelming majority of customers who come to us looking for advice rather than coming to us saying, we're using this existing tool or solution, and maybe we want to migrate based off of your feature set. No. They're coming and they're looking to strategically align on how can we help them not miss the wave of productivity. With conversations and meetings in particular, there is a sense of urgency that I think helped that adoption, which is every day that goes by that you're not capturing the conversations that are happening within your organization is a day that those conversations are gone forever. And so, yes, you could say maybe we don't want to do it now, maybe it's next quarter, but you're deciding to give up on ninety days of context. And so I do think in that sense, we had a pretty accelerated adoption curve as people started to take an inventory of their internal SaaS products and tools. There's just that sense of urgency there, and we're happy to help with it.
Jordan Metzner [8:59]: Yeah. We have a client who almost always had executive assistants sitting in on calls as live scribes for all of their meetings, and that wasn't very long ago, to be honest with you, but to even mention the idea would be absurd at this point for that organization, for example.
Rob Williams [9:16]: Yeah. And, I've sort of noticed those assistant roles shifting a little bit from Scribe, obviously, into, almost like an air traffic controller. I've seen assistants still present on calls or still reviewing the dashboard and the list of meetings that maybe the executive team that they're supporting has been having, and they're doing something, and this was great feedback for us as a product organization, they're doing something that frankly we want to do automatically, which is understand what information needs to go far and wide within the organization in order for that organization to be successful. And so they've kind of just moved up stack, which is great. That's, that's the best case scenario is they keep their jobs, and now they're doing something that's higher impact that they get satisfaction for.
