[CLOSED] AMA (Ask Me Anything) - AI in Sales Hub | Oct 20 - Nov 03, 2023

[SLee0]

Hi HubSpot Community, 

I’m Sarah, a Product Marketer here at HubSpot. Last month at INBOUND, we unveiled a brand new and updated Sales Hub equipped with powerful sales tools designed for prospecting, advanced lead management, intelligent deal management and AI-driven forecasting. With the array of new features now at your sales’ teams disposal, I’m certain that many of you have pressing questions about Sales Hub and our AI features at HubSpot! 

Feel free to ask me anything related to our AI-powered feature capabilities and how they can enhance your sales teams’ performance or any questions regarding the latest features in Sales Hub. 

Our AMA will take place right here in the Community forum from October 20 - November 03, 2023. 

Need some inspiration for your questions? Here are some examples:

1. What are the primary advantages of using AI-powered tools in sales? 
2. What are the main use cases for using AI in sales prospecting? 
3. How can I manage and analyze my customer data more efficiently with AI? 
4. I don't know how to get started with AI in sales, can you assist me? 

We look forward to hearing from you soon! 

[AFrankenberry]

Hi @SLee0,

Thanks for the opportunity to ask questions on this subject. I am wondering about the development of this tool. Many times, AI generators are built using the work of artists and writers who haven't consented. Could you offer any insight into how this specific generator was built and how language samples were ethicly obtained?

Alayna

[NSJ_BG21160456]

How can AI work in Hubspot and how does it help sales?

[GLloyd1]

It's fascitnating to see the new AI tools coming out every week! We need a ChatGPT-like "assitant" that can reference our hubspot data AND combine features like ChatSpot Research and other prompts. When do you think an assistant like this could be implemented? I imagine keeping all data private while simulataneaously using a Chat-GPT-like LLM has it's challenges. 

[HBoyd]

Love this @GLloyd1 ! Agreed, it's super fascinating, the whole space is moving so quickly.

The incorporation of CRM data and some of the outside info brought in by ChatSpot is something we are super interested in. If you check out our AI roadmap you’ll see pieces like the HubSpot CRM integration listed as something we are actively working on! @SLee0 mentioned it below, but keep an eye on this page for updates on these types of integration. I'd love to know more about what data you think is most valuable to be pulled in.

There are definitely challenges working with these LLM’s but fortunately your prompts, generated content, and usage metrics will only be used by OpenAI for content moderation purposes. They will not be used to train their models or enhance their service offerings. This is super important and we’re continuing to research a variety of models and techniques prioritizing confidentiality, security, and availability of this awesome tech.

[danmoyle]

Thanks for this great AMA thread opportunity @SLee0! And thanks @kvlschaefer for the tag!

Sarah I'm wondering whether these AI tools are taking my portal's data and adding it to a large langiage model and "public" dataset? Is there any risk of my information getting into the hands of others? Or are the AI tools only keeping my data and using it? 

Also, will AI tools start to be used in other areas, like maybe looking at best times to email for each specific contact? Or best times to post in the social media tool? I'd love to know how the entirety of HubSpot is working together to bring these new tools together in a collaborative manner. 

Thanks! 

[SLee0]

Hey @danmoyle, 

Great question! Your portal's data is not added to a large language model or a "public" dataset when using our AI tools.

When you utilize our AI Assistants, certain information such as your prompts, generated content, and usage metrics are logged and stored by HubSpot for the purpose of improving our products. In order to facilitate your use of the AI tools, HubSpot does share your prompts with OpenAI. However, it's important to note that your prompts, generated content, and usage metrics will only be used by OpenAI for content moderation purposes. They will not be used to train their models or enhance their service offerings. For more detailed information, you can refer to our AI FAQs page.

In terms of expanding AI use cases, we are actively investing in developing new and valuable use cases. We are constantly working on our AI roadmap to bring you exciting capabilities in the medium and short term. Keep an eye on this page for updates on how our AI tools will be integrated across the entirety of HubSpot, empowering collaboration and enhancing productivity.

Hope this answers your question! 

[NLinks]

does hubspot is connected with openai by any chance?

[SLee0]

Hi @NLinks, 

Great question! Only to a certain extent. It’s primarily linked with openAI for content moderation, but will not share personal information to a large public dataset.

When you use HubSpot AI, your prompts, generated content, and usage metrics will be logged and stored by HubSpot for product improvements. HubSpot shares your prompts with OpenAI in order to enable your use of this tool. Your prompts, generated content, and usage metrics will be attributable to you and may be shared with OpenAI for content moderation purposes, but it won’t be shared with OpenAI to train its models or improve its service offerings.

You can find more information on OpenAI’s data sharing and retention policies, in OpenAI’s API Data Usage Policies.

Hope this answers your question! 

Best, 
Sarah 

[danmoyle]

Excellent, thank you so much @SLee0! 

[Gilempert]

@SLee0 thank you for this thread! Are there metrics that showcase conversion rates improvement when using these tools, or improvement in time dedicated to selling vs data input into the CRM from salespeople?

Thank you 🙂

[SLee0]

Hi @Gilempert 

Thanks for your question! You can view improvements in conversion rates when using these tools all in reports. In response to your question about whether there are tools to view selling activity vs. non-selling activity, such as data input and admin tasks, you can actually create custom reports within your HubSpot Portal in order to view these activities from your sales people.

To build a custom report:

• Select the reports data sources
• Add fields (selected property, event, or activity data)  to the report
• Customize report filters to specify which data you want the report to display
• Choose how you want your data to be displayed

All you would need to do is head over to your account, navigate to reports > reports, and click custom report builder.

You can find a more detailed overview + step by step in this knowledge base article: https://knowledge.hubspot.com/reports/create-reports-with-the-custom-report-builder

[Gilempert]

Hi @SLee0 ! 

Thanks for your reply! Yes, we have those reports going, my question was intended for HubSpot general metrics, for all HubSpot users, in case there are, to see the benchmarks, maybe there's not enough data gathered yet.

Thank you 🙂

[kvlschaefer]

Hi everyone 👋

Thank you for the fascinating topic and questions you've raised so far! 🙂  

I wanted to invite a couple of other Community members to this AMA:

Hi @TomM2, @danmoyle, @Lucila-Andimol, @Gilempert, @HFisher7, @Olivia_Bagnall, @GRajput, @Levi, 

@Jigar_Thakker, @Ben_M, @DavidDennison, @Sam62, @Bryantworks, @MrJustinGivens, @Sjardo, @andrus 

, is there anything you'd like to learn about AI in Sales Hub? Now's the chance to ask our team! 🙂   

Cheers,

Kristen     

[Eerica]

Hello, and thank you for this AMA 

Please what specific ways can one maximize the use of AI-powered tools to help in IT-related sales?

[jbogaert]

Hi @Eerica, a great question!

Our AI-powered tools are indeed developed to help support your reps in creating sales in the form of helping to more easily uncover insights and automate manual busywork. There are three specific sales tools that come to mind that you could help you:

• Predictive Lead Scoring: if you have Sales Hub or Marketing Hub Enterprise, this is as easy as creating two new property on your contact record that help you determine the likelihood to close and contact priority. 
• AI sales email generator: available in-app and on our mobile apps for free - but still in beta, your sales reps can leverage these tools to help them quickly draft relevant sales emails.
• Conversation intelligence: Available in Sales & Service Hub Pro+, this tools will automatically record and transcribe your sales calls, so you reps and managers can revisit these calls and uncover coaching opportunities. On Enteprise, you can let the tool track terms across call on your behalf so you can quickly report on specific trends or opportunities

[Karl_Floitgraf]

Are there plans for multi-language support for tools? Some of the generative AI tools are fantastic but if you want to switch the languages you need to change the language preferences for the entire portal. This is not practical in day to day use. 

[AAlvarez]

Thanks @Karl_Floitgraf for the question. We have already started to introduce the ability, for example, to generate sales emails from the HubSpot mobile app in up to 199 languages/locales without the need to change the mobile device or HubSpot portal's language. This now gives a ton of flexibility to generate emails to different customers in different languages in their specific locale (eg: generate US-english based emails for US customers, australian-english for down under customers, and so on). I assume more and more AI tools within HubSpot will soon support more flexible language AI generation content beyond the portal selection. 

[Jnix284]

Thanks for this AMA @SLee0 about AI in Sales Hub!

What's the best way to train sales teams on using AI? 

What are good prompts to get started with or the best way to draft the initial content before triggering AI assistant? and then once the AI content is generated, what are best practices for reviewing/editing?

How to make the process easy to use, but still maintain quality?

[SLee0]

Hi @Jnix284 ,

Thanks so much for your question!

Re: What's the best way to train sales teams on using AI? 

Sales Hub has a number of AI tools that your sales teams can start leveraging. I would say start by auditing your current software tools, and process to see what can be optimized and research the right AI solutions that align with your training needs. With Sales Hub we offer the following sales AI tools:

• AI email writer
• Sales email thread summarization for HubSpot Mobile app
• Report builder with HubSpot AI assistant
• AI forecasting
• Chatspot for Prospecting
• Conversation intelligence for coaching opportunities  

Re: What are good prompts to get started with or the best way to draft the initial content before triggering AI assistant? and then once the AI content is generated, what are best practices for reviewing/editing?

When drafting a prompt, such as an email, it’s important to clearly define the email type (introduction, outreach, or follow-up email) then provide the context of the email, set the tone, and include key points that summarize the content that you’re trying to get sent across.

When using AI content assistant, it’s important to remember that it should be used as a supplement rather than a replacement. With AI sales email generation, you can regenerate up to 5 draft emails per session before selecting the best one for you!

Re: How to make the process easy to use, but still maintain quality?

In AI assistant sales email generation feature we’ve already added new features like:  

“Who are you selling to?” field, along with a “text length” field to indicate if you are looking for short, medium or long generated emails. We are thinking of adding a sort of “prompt template” where customers would save the prompt input to speed up the generation process or at least start of with remembering their last generated prompt.

If you’re interested in getting an overview/to learn more about our AI capabilities/features, check out this video here: https://www.youtube.com/watch?v=koP-wX_ErYg

[Jnix284]

Thank you @SLee0 for the detailed responses and insight - this is tremendously helpful and appreciated!