Jesse Zhang

And you want full rigor, right?

If it's a regulated use case, you cannot afford for it to ever deviate.

These three steps always have to be followed in this order.

And you can't go to step three until something has happened already.

So you need to design a system that can be anywhere along that spectrum.

And back to your question of what could go wrong.

Well, the worst thing that's happened would be it just says something that's not supposed to say.

And so you need to design an AI that's really robust to that.

And you can choose like, OK, for this use case, we really need it to be over here.

That's a lot more robust.

But for other use cases where it's just asking basic questions on their account, we don't want it to be like that.

We want to be super free form.

And that's how we get the customer satisfaction up.

It's really just elevating the experience.

One sort of metric, which is usually a secondary metric that folks think about later, but is quite important to us, is just how often do people come in and just say like, agent, agent, agent, like give me two representatives.

I want to talk to you.

I've done that.

You probably have as well.

You're just like calling into some sort of customer service and you're just like pressing zero the whole time.

And that's because people are used to bad experiences.