1 00:00:06,040 --> 00:00:07,840 Speaker 1: Welcome to Fear and Greed Q and A where we 2 00:00:07,880 --> 00:00:11,560 Speaker 1: ask and answer questions about business, investing, economics, politics and more. 3 00:00:11,640 --> 00:00:14,520 Speaker 1: I'm Sean Aylmer. It's one thing to hear about how 4 00:00:14,600 --> 00:00:19,040 Speaker 1: AI can change businesses and improve productivity. It's another thing altogether 5 00:00:19,120 --> 00:00:21,680 Speaker 1: to hear from a business that's actually doing it. Since 6 00:00:21,720 --> 00:00:25,720 Speaker 1: twenty fourteen, Escape has been providing student accommodation across Australia, 7 00:00:25,920 --> 00:00:28,760 Speaker 1: expanding rapidly from four to thirty eight properties and housing 8 00:00:28,840 --> 00:00:32,559 Speaker 1: more than eighteen thousand students. This is a big business 9 00:00:32,600 --> 00:00:35,280 Speaker 1: and it's using a gentic AI to grow and improve 10 00:00:35,320 --> 00:00:39,320 Speaker 1: the experience for customers. Today's episode is recorded live at 11 00:00:39,360 --> 00:00:42,600 Speaker 1: the Agent Force World Tour Sydney. Fear and Greed is 12 00:00:42,640 --> 00:00:46,839 Speaker 1: partnering with Salesforce for the event. Anouk Darling is the 13 00:00:46,880 --> 00:00:49,360 Speaker 1: CEO of Scape. Anouk, welcome to Fear and Greed. 14 00:00:50,040 --> 00:00:51,560 Speaker 2: Thank you, delighted to be here. 15 00:00:51,680 --> 00:00:55,200 Speaker 1: Okay, so take me through the Escape AI journey. 16 00:00:56,280 --> 00:00:59,720 Speaker 2: I think, like any large organization right now, we have 17 00:01:00,560 --> 00:01:05,039 Speaker 2: productivity efficiencies. How do we optimize and how do we 18 00:01:05,080 --> 00:01:08,880 Speaker 2: engage our workforce but still deliver a great student experience? 19 00:01:09,440 --> 00:01:11,520 Speaker 2: And for us it has to be a balance it 20 00:01:11,560 --> 00:01:14,840 Speaker 2: has to be a balance where the teams within Escape 21 00:01:15,160 --> 00:01:19,399 Speaker 2: are feeling inspired, empowered, motivated, So taking away the pain 22 00:01:19,480 --> 00:01:22,560 Speaker 2: points for them and giving them back the things that 23 00:01:22,600 --> 00:01:25,240 Speaker 2: they love doing that they're proud about. So augentic Ai 24 00:01:25,360 --> 00:01:28,399 Speaker 2: for us has been absolutely a no brainer because of 25 00:01:28,480 --> 00:01:31,520 Speaker 2: us scale. So just to set the context before I 26 00:01:31,560 --> 00:01:36,240 Speaker 2: talk about the journey, we have twenty thousand apartments. At 27 00:01:36,360 --> 00:01:39,759 Speaker 2: key arrival periods, we can be looking up to ten 28 00:01:39,800 --> 00:01:45,440 Speaker 2: thousand check ins and those students, they're wonderful, majority of 29 00:01:45,520 --> 00:01:49,840 Speaker 2: them are international students and that creates a huge volume 30 00:01:50,040 --> 00:01:54,480 Speaker 2: of cases of queries and management. So for instance, over 31 00:01:54,520 --> 00:01:57,520 Speaker 2: that checking period, we could have forty thousand cases raised. 32 00:01:57,960 --> 00:02:01,160 Speaker 2: Now can you imagine our operational teams who we want 33 00:02:01,200 --> 00:02:04,080 Speaker 2: to be there focusing on the human element, which is 34 00:02:04,120 --> 00:02:06,800 Speaker 2: the care, the nurturing, the welcoming, creating a. 35 00:02:06,720 --> 00:02:09,000 Speaker 1: Place ten year olds remember nineteen year. 36 00:02:08,919 --> 00:02:10,639 Speaker 2: Olds, that's right, and for some of them they've never 37 00:02:10,680 --> 00:02:13,320 Speaker 2: lived out of home before, it's their first time. So 38 00:02:13,960 --> 00:02:18,280 Speaker 2: across the salesforce platforms, across agent force, we've been able 39 00:02:18,440 --> 00:02:23,320 Speaker 2: to one take away all of those repeatable task based 40 00:02:23,520 --> 00:02:26,679 Speaker 2: chores that usually would be administrative, which has really helped 41 00:02:26,680 --> 00:02:30,359 Speaker 2: productivity at the front line, so probably twenty percent efficiency gains. 42 00:02:31,000 --> 00:02:35,120 Speaker 2: That's around student cases. But excitingly, we've also been able 43 00:02:35,120 --> 00:02:40,160 Speaker 2: to automate and communicate with students across their journey, so 44 00:02:40,200 --> 00:02:45,000 Speaker 2: that's pre arrival, arrival check in and allowing again another 45 00:02:45,040 --> 00:02:48,800 Speaker 2: about twenty five percent efficiency for those students for that 46 00:02:48,800 --> 00:02:52,639 Speaker 2: student experience, so it's really frictionless for them. Now. I'm 47 00:02:52,680 --> 00:02:54,960 Speaker 2: not going to say it's been an easy journey moving 48 00:02:55,000 --> 00:02:59,400 Speaker 2: into the world of AGENTICKI. It is difficult. It means 49 00:02:59,440 --> 00:03:04,079 Speaker 2: every department because this cross functional, cross team capability, has 50 00:03:04,120 --> 00:03:07,120 Speaker 2: to lean in and there's learnings along the way. 51 00:03:07,360 --> 00:03:09,400 Speaker 1: So before we get into the journey, right, let's talk 52 00:03:09,400 --> 00:03:11,399 Speaker 1: about the good stuff, like the end result and you've 53 00:03:11,400 --> 00:03:14,920 Speaker 1: given us productivity improvements. There is it such that a 54 00:03:15,080 --> 00:03:20,720 Speaker 1: student now via their phone probably can arrive nowhere to go, 55 00:03:21,480 --> 00:03:24,360 Speaker 1: work out where the key is, get into their apartment, 56 00:03:25,400 --> 00:03:28,400 Speaker 1: sign up for whatever. I'm just really like the practical 57 00:03:28,480 --> 00:03:31,320 Speaker 1: things that when I went to university, I went and 58 00:03:31,320 --> 00:03:33,640 Speaker 1: spoke to someone about all this stuff. Right, what is 59 00:03:33,680 --> 00:03:35,560 Speaker 1: it that you're doing exactly? 60 00:03:35,920 --> 00:03:39,240 Speaker 2: It is pretty much zero touch to a degree it 61 00:03:39,280 --> 00:03:43,680 Speaker 2: can be, and that's the beauty of the capability across 62 00:03:43,720 --> 00:03:48,760 Speaker 2: the operational services modules that we have. So it's taking 63 00:03:48,800 --> 00:03:53,440 Speaker 2: out I guess, wait times, uncertainty questions that they have 64 00:03:53,560 --> 00:03:57,920 Speaker 2: pre arrival, and we can customize and automate information. So 65 00:03:57,960 --> 00:04:00,760 Speaker 2: there's obviously a huge amount of knowledge transfer that the 66 00:04:00,800 --> 00:04:02,560 Speaker 2: students have at their fingertips. And you've got to remember 67 00:04:02,600 --> 00:04:05,360 Speaker 2: these students I call them the expectation economy and the 68 00:04:05,400 --> 00:04:09,320 Speaker 2: immediacy economy because they want to know everything in a 69 00:04:09,400 --> 00:04:13,400 Speaker 2: channel at any time, in their own language, and a 70 00:04:13,480 --> 00:04:15,480 Speaker 2: gender gay eyes allowed us to do that across their 71 00:04:15,560 --> 00:04:18,800 Speaker 2: channels of choice like no student answers of phone, so 72 00:04:19,080 --> 00:04:23,360 Speaker 2: through WhatsApp, we chat, our website and if you want 73 00:04:23,360 --> 00:04:26,280 Speaker 2: to talk about the other great things. When we've actually 74 00:04:26,760 --> 00:04:30,800 Speaker 2: disseminated capability, particularly through chatbots through a Gentica on our 75 00:04:30,839 --> 00:04:34,000 Speaker 2: web and our WhatsApp and we chat channels, we've seen 76 00:04:34,400 --> 00:04:38,800 Speaker 2: huge volumes grow and we've seen in fact, fifty percent 77 00:04:38,920 --> 00:04:41,960 Speaker 2: lead generation through the sales funnel, and then we've seen 78 00:04:42,160 --> 00:04:46,400 Speaker 2: twenty five percent conversion faster conversion times and that is 79 00:04:46,440 --> 00:04:49,000 Speaker 2: literally zero touch. So talking about before about you know 80 00:04:49,080 --> 00:04:51,479 Speaker 2: what is that that's a student going to the website 81 00:04:51,520 --> 00:04:54,000 Speaker 2: saying they want to study in Melbourne or Sydney or Brisbane. 82 00:04:54,080 --> 00:04:56,360 Speaker 2: They want to live in this room, they've got this budget, 83 00:04:57,480 --> 00:05:00,200 Speaker 2: want to be close to ex University. All of that 84 00:05:00,320 --> 00:05:04,320 Speaker 2: is automated through Chatty, our chatbot, and all sorts of 85 00:05:04,320 --> 00:05:06,200 Speaker 2: things happen with Chatty. I mean, I've been looking at 86 00:05:06,240 --> 00:05:09,520 Speaker 2: some of the queries, including students flirting with Chatty, which 87 00:05:09,520 --> 00:05:14,640 Speaker 2: is right identic chatbot and we all do that now, yeah, apparently. 88 00:05:15,000 --> 00:05:16,880 Speaker 2: And then when I look at the use cases, so 89 00:05:16,880 --> 00:05:19,839 Speaker 2: when they're in room, and some of the queries that 90 00:05:19,880 --> 00:05:22,760 Speaker 2: come through, I mean, the mind boggles and I can't believe. Well, 91 00:05:22,760 --> 00:05:26,880 Speaker 2: I'm actually delighted that are that our agentic capabilities answer 92 00:05:26,960 --> 00:05:29,320 Speaker 2: questions like how do I dispose of a chicken carcass? 93 00:05:29,520 --> 00:05:32,560 Speaker 2: Or can I have a blow up pool in my bathroom? 94 00:05:32,960 --> 00:05:35,080 Speaker 2: How do I and then simple things like Wi Fi 95 00:05:35,160 --> 00:05:37,479 Speaker 2: and you know, where's the laundry? Et cetera, et cetera. 96 00:05:38,080 --> 00:05:41,200 Speaker 1: But it's not the absolute magic bullet, though, Is it? 97 00:05:41,240 --> 00:05:44,000 Speaker 1: Because some people still want their parents at least will 98 00:05:44,000 --> 00:05:45,560 Speaker 1: still want some human contact. 99 00:05:45,880 --> 00:05:49,880 Speaker 2: Absolutely no, it is definitely not. We don't ever want 100 00:05:49,880 --> 00:05:52,279 Speaker 2: to be in a place where the humans aren't important. 101 00:05:52,800 --> 00:05:56,200 Speaker 2: We're creating the home of belonging, and that means we 102 00:05:56,240 --> 00:05:58,320 Speaker 2: want our teams to be freed up so they can 103 00:05:58,360 --> 00:06:00,560 Speaker 2: focus on what matters, which is the human and nuance. 104 00:06:00,600 --> 00:06:03,040 Speaker 2: It's the relationships, it's getting to know the students, it's 105 00:06:03,080 --> 00:06:06,800 Speaker 2: looking after them and not doing the administration work around 106 00:06:06,800 --> 00:06:09,400 Speaker 2: trying to respond to forty thousand cases across a very 107 00:06:09,400 --> 00:06:12,359 Speaker 2: short time period that are menial things like Wi fi 108 00:06:12,400 --> 00:06:15,040 Speaker 2: and I put a bath and a blow up bath 109 00:06:15,080 --> 00:06:18,159 Speaker 2: and my bathroom, et cetera. So absolutely not, and I 110 00:06:18,160 --> 00:06:21,320 Speaker 2: think there's really important sort of governance and structure we've 111 00:06:21,360 --> 00:06:25,760 Speaker 2: set around escalation where AI needs to then convert to 112 00:06:25,839 --> 00:06:29,800 Speaker 2: our policies and escalate back to the human particularly, you know, 113 00:06:29,800 --> 00:06:33,320 Speaker 2: any decisions around pricing and anything to do with student 114 00:06:33,360 --> 00:06:36,360 Speaker 2: well being absolutely moves to human. 115 00:06:37,000 --> 00:06:39,400 Speaker 1: Okay, so let's go back to the journey and that 116 00:06:39,480 --> 00:06:42,120 Speaker 1: governance part is a really important part of that. How 117 00:06:42,120 --> 00:06:47,200 Speaker 1: did you start off on that AI journey? And it's 118 00:06:47,240 --> 00:06:50,359 Speaker 1: a great technology, but your people business still and so 119 00:06:50,440 --> 00:06:52,320 Speaker 1: how do you get people to come along? How'd you 120 00:06:52,320 --> 00:06:53,760 Speaker 1: get the governance around it, et cetera. 121 00:06:54,279 --> 00:06:57,359 Speaker 2: Yeah, Well, you know, the governance is common sense. We 122 00:06:57,480 --> 00:07:00,279 Speaker 2: know our strategy and we know that we here with 123 00:07:00,360 --> 00:07:02,800 Speaker 2: a very big ambition to be the eth best living company. 124 00:07:03,120 --> 00:07:05,600 Speaker 2: We know that security and safety and care are the 125 00:07:05,600 --> 00:07:09,039 Speaker 2: most important things for parents and the students making decisions 126 00:07:09,080 --> 00:07:12,680 Speaker 2: about where to live. And so when you set the framework, 127 00:07:12,840 --> 00:07:15,240 Speaker 2: you know that whatever you're delivering, you want it to 128 00:07:15,280 --> 00:07:17,000 Speaker 2: be a creative, you want it to be frictionless, but 129 00:07:17,000 --> 00:07:19,640 Speaker 2: you also want to know that it fits within your environment. 130 00:07:20,120 --> 00:07:23,120 Speaker 2: The other thing that's very unique about us, we're absolutely 131 00:07:23,160 --> 00:07:26,680 Speaker 2: true believers in brand and brand voice and our values, 132 00:07:26,720 --> 00:07:29,560 Speaker 2: and we're quite disruptive. So we knew that we had 133 00:07:29,600 --> 00:07:33,000 Speaker 2: to create something that was customizable and in tone. So 134 00:07:33,080 --> 00:07:36,720 Speaker 2: not only set up the rigor around the policies, the 135 00:07:36,800 --> 00:07:41,400 Speaker 2: data sets, the governance, the escalation, the no goes of 136 00:07:41,400 --> 00:07:44,440 Speaker 2: when human intervention comes in or when it's allowed to 137 00:07:44,720 --> 00:07:50,760 Speaker 2: travel through a seamless agentic experience, and they were set 138 00:07:50,840 --> 00:07:53,200 Speaker 2: up early. And of course it's something that we're monitoring. 139 00:07:53,240 --> 00:07:56,040 Speaker 2: We put it in samdbox, we test it, we get 140 00:07:56,040 --> 00:07:59,800 Speaker 2: the feedback doesn't always work. You know, some things are piloted, 141 00:08:00,080 --> 00:08:02,040 Speaker 2: and you know, as I say to the team, if 142 00:08:02,280 --> 00:08:05,280 Speaker 2: there's no owner, no urgency, and no outcome, it's not 143 00:08:05,320 --> 00:08:07,760 Speaker 2: a pilot. It's a hobby. So we just park it 144 00:08:08,360 --> 00:08:11,880 Speaker 2: and so if there's no ROI, then it doesn't happen. 145 00:08:12,320 --> 00:08:15,520 Speaker 2: So we align on the parameters very very early, and 146 00:08:15,520 --> 00:08:17,000 Speaker 2: then we have to test and learn. 147 00:08:17,840 --> 00:08:21,520 Speaker 1: Who does it like? So for someone listening here, it's 148 00:08:21,600 --> 00:08:24,080 Speaker 1: fine to hear all this, but who know what? Do 149 00:08:24,120 --> 00:08:27,320 Speaker 1: I ring someone? You check GBT someone yeah? 150 00:08:27,720 --> 00:08:32,240 Speaker 2: No? Who does it well? Obviously each So it's cross 151 00:08:32,280 --> 00:08:34,720 Speaker 2: department leads. So there's a team leads. We set up 152 00:08:34,720 --> 00:08:38,040 Speaker 2: project teams. Obviously it's led by a head of technology, 153 00:08:39,240 --> 00:08:44,400 Speaker 2: and we have key support teams because the implementation, as 154 00:08:44,440 --> 00:08:46,760 Speaker 2: I mentioned, is not easy. It has not been an 155 00:08:46,760 --> 00:08:50,280 Speaker 2: easy journey, and you need specialist expertise to help with 156 00:08:50,320 --> 00:08:55,280 Speaker 2: the implementation part of moving to agentic AI and making 157 00:08:55,280 --> 00:08:59,000 Speaker 2: sure that you know all of those integral parts around 158 00:08:59,160 --> 00:09:03,200 Speaker 2: the data set, the governance, the policies, and then the 159 00:09:03,240 --> 00:09:07,120 Speaker 2: applications are there, and then the dissemination and then how 160 00:09:07,160 --> 00:09:09,360 Speaker 2: it's being managed and tested and checked. And when we 161 00:09:09,400 --> 00:09:14,080 Speaker 2: don't sort of want chatty learning bad language and then 162 00:09:14,320 --> 00:09:16,679 Speaker 2: all of a sudden responding on the website with things 163 00:09:16,720 --> 00:09:19,120 Speaker 2: that we don't believe in or not understanding the new 164 00:09:19,400 --> 00:09:22,200 Speaker 2: nuance of language. So students are asking if there's a 165 00:09:22,240 --> 00:09:25,640 Speaker 2: pool and Chatty was coming up with all of our 166 00:09:25,640 --> 00:09:27,920 Speaker 2: buildings have a pool where Chatty was talking about a 167 00:09:27,920 --> 00:09:31,679 Speaker 2: pool table, not a swimming pool. Right, So there's constant 168 00:09:31,760 --> 00:09:35,600 Speaker 2: learning and monitoring and iteration. You can't sat and figet 169 00:09:36,000 --> 00:09:39,920 Speaker 2: with technology. It becomes redundant and not effective. So who's 170 00:09:39,960 --> 00:09:42,560 Speaker 2: doing it? Humans are doing it, The teams are doing it, 171 00:09:42,600 --> 00:09:45,840 Speaker 2: and then experts so whether that be third party experts 172 00:09:45,840 --> 00:09:47,600 Speaker 2: that we have to bring in to support us through 173 00:09:47,600 --> 00:09:50,520 Speaker 2: that process, working very closely with us. And obviously there's 174 00:09:50,520 --> 00:09:55,200 Speaker 2: those salesforce teams and their team leads and practitioners work 175 00:09:55,280 --> 00:09:56,960 Speaker 2: with us on the journey. 176 00:09:57,320 --> 00:10:01,680 Speaker 1: Okay, so Escape itself, you are not just in student accommodation, 177 00:10:01,760 --> 00:10:04,120 Speaker 1: you're in other areas. Yes, Age Care tell us about 178 00:10:04,120 --> 00:10:06,600 Speaker 1: that and what next in terms of AI. 179 00:10:07,840 --> 00:10:11,000 Speaker 2: So Escape is part of the Living company. And so 180 00:10:11,040 --> 00:10:13,559 Speaker 2: if you think about the verticals of living that we have. 181 00:10:13,960 --> 00:10:17,480 Speaker 2: We have student living, which Escape we have built to rent, 182 00:10:18,320 --> 00:10:22,680 Speaker 2: and we have retirement. What Scene is living in? Scene 183 00:10:22,720 --> 00:10:26,040 Speaker 2: is living at the moment, it has not been through 184 00:10:26,120 --> 00:10:30,400 Speaker 2: an ergenetic AI journey yet, but that to understand the 185 00:10:30,440 --> 00:10:33,440 Speaker 2: benefits and where Scene is living could benefit from that 186 00:10:33,559 --> 00:10:36,760 Speaker 2: environment means exactly what we did, which is also I 187 00:10:36,800 --> 00:10:38,920 Speaker 2: don't think I mentioned at it. Obviously, we map the 188 00:10:38,960 --> 00:10:42,680 Speaker 2: whole customer journey because we have to understand from search 189 00:10:43,600 --> 00:10:47,079 Speaker 2: to move in and to live, what is that journey, 190 00:10:47,120 --> 00:10:50,120 Speaker 2: what are all the touch points, what are all the interdependencies. 191 00:10:51,240 --> 00:10:53,199 Speaker 1: Chicken carcasses well. 192 00:10:53,120 --> 00:10:56,160 Speaker 2: Thankfully because we have learned, yes they are in our 193 00:10:56,240 --> 00:10:58,920 Speaker 2: use cases. So if there is a response to what 194 00:10:59,040 --> 00:11:00,480 Speaker 2: to do with them, and it is actually an I've 195 00:11:00,480 --> 00:11:04,560 Speaker 2: bin shreets not down the loop, and that's from past learnings, 196 00:11:04,800 --> 00:11:08,720 Speaker 2: So that same customer journey mapping will happen with the 197 00:11:08,800 --> 00:11:10,640 Speaker 2: Scene is Living. It's a little bit of a different 198 00:11:10,720 --> 00:11:13,800 Speaker 2: environment because within our portfolio and Scene Is they come 199 00:11:13,840 --> 00:11:16,800 Speaker 2: in independently and you know they're in their own home, 200 00:11:16,840 --> 00:11:21,439 Speaker 2: but there is community environment. So anything that again enhances 201 00:11:21,880 --> 00:11:26,040 Speaker 2: the community experience will be very valuable. And also you 202 00:11:26,080 --> 00:11:31,040 Speaker 2: need an audience that engages and is comfortable engaging with 203 00:11:31,600 --> 00:11:35,200 Speaker 2: platforms and technology, and so it's a little bit different 204 00:11:35,320 --> 00:11:37,400 Speaker 2: for seniors. It's not because they aren't tech savy. I 205 00:11:37,440 --> 00:11:39,360 Speaker 2: mean so many of them, you know, look to my 206 00:11:39,720 --> 00:11:42,680 Speaker 2: parents are on FaceTime and they understand tech and smart watches, 207 00:11:42,720 --> 00:11:45,840 Speaker 2: et cetera. It's just not a typical channel whereas you 208 00:11:45,840 --> 00:11:48,320 Speaker 2: know eighteen to twenty four year olds, they're always on 209 00:11:48,360 --> 00:11:50,920 Speaker 2: the twenty four seven, the multi channel, they're multi lingual 210 00:11:50,960 --> 00:11:55,120 Speaker 2: and their expectations are high. So it completely compatible with 211 00:11:55,160 --> 00:11:56,200 Speaker 2: the world of AI. 212 00:11:56,400 --> 00:11:58,160 Speaker 1: So in terms of scape very quickly, because we are 213 00:11:58,200 --> 00:12:00,560 Speaker 1: out of time three or five years, three to five 214 00:12:00,640 --> 00:12:01,240 Speaker 1: years time. 215 00:12:01,880 --> 00:12:05,000 Speaker 2: In terms of a gendic KI look, I think it 216 00:12:05,040 --> 00:12:08,920 Speaker 2: will be absolutely embedded. I think it will be as 217 00:12:09,040 --> 00:12:13,959 Speaker 2: essential as infrastructure rather than an experiment. And I don't 218 00:12:13,960 --> 00:12:16,040 Speaker 2: think we'll be talking about it because I do think 219 00:12:16,080 --> 00:12:17,280 Speaker 2: it will be ticket. 220 00:12:17,000 --> 00:12:19,600 Speaker 1: Of entry and NUK. Thank you very much for talking 221 00:12:19,600 --> 00:12:20,040 Speaker 1: to Fear and. 222 00:12:19,960 --> 00:12:22,280 Speaker 2: Greed Pleasure, Thank you very much for having me. 223 00:12:22,559 --> 00:12:25,800 Speaker 1: That was a Nick Darling, CEO of Student accommodation provider Escape, 224 00:12:26,120 --> 00:12:29,600 Speaker 1: recorded here at Agent Force World Tour, Sydney. This episode 225 00:12:29,679 --> 00:12:32,640 Speaker 1: is part of our series with Salesforce exploring haurogenic AI 226 00:12:33,200 --> 00:12:37,480 Speaker 1: is transforming ossie businesses. Head to Agentforce dot com for 227 00:12:37,559 --> 00:12:39,640 Speaker 1: more information. I'm Sean Almer and this is Fear and 228 00:12:39,679 --> 00:12:40,640 Speaker 1: Greed Q and a