Customer ROI and Seat Economics

Most enterprise knowledge is trapped in meetings—and then lost forever. Otter.ai CEO Sam Liang explains how his company turned meeting transcription into a $100M+ revenue business by solving a problem most companies don't even realize they have.In this episode, we cover:- Why meetings are your company's most expensive activity (and how to measure ROI on them)- Building a "meeting-centric knowledge base" that captures voice data other systems miss- How Otter organizes enterprise knowledge like Slack—but for spoken conversations- Real-time sales coaching that feeds reps answers during customer calls- AI avatars that attend meetings on your behalf (and ask questions for you)- The technical challenges of understanding dialects, tone, and context in voice AI- How one financial company used Otter to onboard new clients instantly with full conversation history- Privacy vs. utility: designing permission systems for meeting data- The future of active AI agents that contribute to meetings, not just transcribe themSam previously worked on the blue dot location platform for Google Maps and now runs a company that's transcribed over 1 billion meetings. If you're thinking about how AI can actually improve enterprise workflows (not just automate busywork), this conversation is packed with specific, tactical insights.A special thank you to this episode's sponsor, SAS: https://www.sas.com/en/whitepapers/how-aiot-is-reshaping-industrial-efficiency-security-and-decision-making.html?utm_source=other&utm_medium=cpm&utm_campaign=-globalResources mentioned:• Otter.ai $100M ARR announcement: https://otter.ai/blog/otter-ai-breaks-100m-arr-barrier-and-transforms-business-meetings-launching-industry-first-ai-meeting-agent-suite• HIPAA compliance: https://otter.ai/blog/otter-ai-achieves-hipaa-compliance• Otter.ai: https://otter.aiSubscribe to The Neuron newsletter: https://theneuron.ai➤ CHAPTERS0:00 - Introduction & Sam's Background1:16 - From Meeting Notes to Enterprise Knowledge04:48 - Building a Meeting-Centric Knowledge Base06:14 - Why Meetings Are Your Most Expensive Activity05:40 - Solving Information Silos with AI07:56 - A Message from our Sponsor SAS9:11 - Meeting Transcriptions Alone Aren't the Answer17:34 - Leader Dashboards & AI Workflows18:49 - AI Avatars: Send Your Digital Self to Meetings21:45 - Active AI Agents That Talk Back23:13 - Privacy, Permissions & Corporate Culture26:08 - Technical Challenges: Understanding Context & Tone34:37 - Privacy vs. Utility Trade-offs37:25 - The Future of Meetings in 202739:27 - Competing with Microsoft & Google43:02 - How Otter Generated Over $1 Billion in Customer ROI46:05 - What Excites & Concerns Sam About AI49:09 - Security Risks of AI Avatars49:50 - Final Thoughts on the Future of AI at WorkHosted by: Corey Noles and Grant HarveyGuest: Sam Liang, Co-founder & CEO, Otter.aiPublished by: Manique SantosEdited by: Kush Felisilda