Caroline Hyde

And so for me, this is where we're putting our infrastructure, our silicon, our models.

And now today, like bringing that all together in a product that can work for businesses.

So we launched 29 new features on Sunday.

We announced that.

And I would say there's four key agentic capabilities that come with that.

The first is actually AI voice and allowing customers to interact in a very natural way using NovoSonic and having agents actually resolve issues for them on the behalf and in the background.

The second is actually putting AI to work as a teammate next to customer service representatives, helping them to actually get tasks done, complete the paperwork, the processes, provide recommendations, and help them really have a better view of the customer so that the conversation they have with customers is much, much richer.

The third area is actually combining what I call clickstream, which is the path that customers will take through websites and profiles to be able to present a much more specific recommendation on what a next step might be for a customer.

And finally, one of the big issues for companies is

sort of confidently putting AI to work in their business.

And in this case, we've added observability where you can inspect how an AI is reasoning, how it's thinking, what tools it's using.

So companies can really observe AI in the same way they would think about the people in their business working with customers.

Yeah, I see a future where actually everyone is managing a team of AI agents.

And I think our frontier agents with software developments, DevOps and security is sort of one of our first moves in that direction where you actually have a teammate with a developer who's able to address complex problems, able to work over hours and days, be able to solve for whole objectives and to scale with that person.

The role changes.

I think we all are managing AI teams

teammates, a team of people that are all of AI people that are out able to, we can delegate to, we can inspect what they're doing, we can iterate with them, provide feedback.

And for me, that's where I think we end up going.

I think we're clearly moving that way in the customer service direction.

And I think the developer experience is also clearly moving that direction.