Jesse Zhang

These are all interesting problems to think through.

I would say pretty balanced at this point between chat and voice.

On a raw customer basis, there's more people in chat, at least for us.

But if you just think about the large enterprises like the Fortune 100, they've just been around for so long and everyone just calls them.

So voice is just disproportionately higher there.

A lot of them are 90, 95% voice and 5% chat.

So...

That's what we're seeing.

And then in terms of the types of conversations, it's generally ones that are fairly... You start with the sort of easier ones, of course.

And so these are things where they're question-answer based.

So that's the tier one is like, hey, you can answer their question based on what you statically know.

So that could be questions about how your loyalty system works or questions about if I bought something, would I still be able to refund it?

Then the next level is...

It's still question and answer based, but you're leveraging a lot of real-time data.

So that could be, you know, I got two X points on this transaction, but I should have gotten five.

Why is that?

And then it would actually go and look into your account and reason through things like, okay, I see the accounts listed at this type.

Let me go find all the documentation on this type.

And like, okay, actually it's because you booked through a travel agency.

If you had booked directly with the airline, you would have gotten five X, but this thing doesn't apply to a travel agency or whatever.