Boris Valkov

We don't have a team there.

So this was the next opportunity.

And since we first started analyzing and coaching people with AI, we deeply understand what the top 1% of the CSRs were doing.

And we built the after hours weekend, which was the second big use case to unlock revenue in the call center.

And then if you think about it, having only AI, as you mentioned, is not enough because

there's always going to be this one customer that wants to transfer to a live person.

But if you think about it on the other side, only people on the call center is also not enough because you don't have enough bandwidth and capacity to handle all the load.

So this is why we're thinking about this problem in the hybrid super team concept, which is essentially combining the best of

AI and the human touch in one to create the best possible experience for the customers.

And this is where you're seeing the best value.

So as we discussed, you have this kind of a gang chart of like incremental value unlock, which is essentially from zero AI to maximum AI in the business that can unlock one by one multiple use cases, such as coaching the CSRs who are 90% of the revenue today.

Second, after hours, we can do 10% of the revenue and volume of the call center.

Then speed to lead, outbound, cancellations, and rehash, a ton of opportunity in the rehash as well, automation, and also creating new revenue.

So all of these are areas that have not been solved and have a massive opportunity to be handled with technology.

I mean, if you think about what actually matters for the customers the most,

What matters is ROI, revenue, product, unlock, all those things.

This is all a result of having a great team.

When we started LACE, our original goal was simple.

We wanted to impact millions of lives and add maximum positive value.

When we started building the product,