Beth Lyons

Well, Nate Jones, I think it was yesterday, but Nate Jones recently actually talked about intent engineering instead of context and content and prompt, right?

All of those kinds of pieces that we think about in terms of engineering because the agents are so capable now that...

You need to help them understand why you've asked for something.

And he used Klarna's example that Klarna was that Klarna moved to basically customer service agents and optimized for fastest resolution customers.

But that wasn't actually their the customer service business model.

Like you can say why it might be, but it didn't work.

Right.

They lost trust.

Fast resolution felt like robotic and they didn't have it didn't feel like they were being cured.

Right.

Like it didn't do it didn't service the customer.

It's service the benchmark service.

Um, and so that's part of what he's, uh, what he talked about in this article about that.

We really want to share the intention, um, of the process.

And I will say that that is something that I am doing as well.

Um, because when something doesn't work, it's, it's usually not because they didn't understand that the, like, like the instructions so much as they didn't understand, um,

Why I was asking it, which would be sort of the context and and the larger intention that it fits in my in the in the bigger picture of what we're talking about.

Right.

What I'm trying to get done.

I don't know.