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Echo: Use AI to Identify Risk and Expansion Opportunities at Scale

Using AI to surface risk and expansion opportunities from customer conversations

Written by: KJ Close

What is Echo?

Echo is Hook’s AI-powered sentiment intelligence layer. Echo ingests data across your emails, meetings and support tickets and leverages an LLM to surface key insights to your whole business. Pairing this with your Hook ML engagement level gives the most complete end-to-end view of customer health available.

Set up Echo for your organisation

There are four steps to set up Echo for your organisation:

  1. Set context about your organisation

  2. Decide what Echo should listen for

  3. Create automated actions based on triggers

  4. View this information across your book of business

Set context about your organisation

  1. Go to Org Configuration in Settings.

  2. Complete the About your business and Your competition fields in the AI Agent data section to provide Echo with the relevant context about your organisation and competition.

    Organisation Configuration settings with AI Agent data section

If your organisation has multiple products in Hook, you can also provide context about these products using the Agent data field in Products settings.

Complete product specific context for Hook's AI agent in Product settings

Enter product specific context for Hook's AI agent in Product settings

Decide what Echo should listen for

The following steps are configuring during initial technical implementation.

Customise Echo and plaibook actions in Agent configuration settings, then create an automation to activate the agent. The automation can be filtered on accounts that satisfy a specific criteria, for example, your organisation's scaled CS segment.

Related Article: Configuring Echo: Customise Signals, Plaibook Actions, and Assignees

Reach out to your AM if you would like help with prompt engineering.

View this information across your book of business

Information created in Hook by Echo can be seen in various parts of Hook.

For AI Agent signal, this is in the Customers table and account pages.

Hook AI Agent risk created on the account page

Hook's AI Agent created a signal on this account page

To see why the AI Agent surfaced certain information, click View findings next to any sentiment. You'll see the reasoning and data sources Echo used.

Hook's AI Agent's reasoning for creating the signal on an account

❓ Frequently Asked Questions

How can I get access to Hook’s Echo?

Reach out to your AM today to find out more about Echo.

What data sources can you support?

Echo supports the following data sources:

  • Meetings

  • Emails

  • Support

  • Slack messages

Data can be used from a variety of platforms including Gong, Salesloft, Salesforce, Intercom and more. If you’re not sure, just ask your AM.

How often is data refreshed?

Hook analyses data hourly. If a trigger is met (e.g. a signal is identified), it will later appear in the Hook UI.

What models does Echo use?

At Hook, we use Anthropic’s Claude.

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