Kevan Yalowitz

Because AI is obviously going to take maybe a little bit more data-driven approach and probably balance the cost of delivering that with it as well. Totally. That I would argue a human might do better at today. So there's maybe some offline lessons to learn from Trader Joe in the online world.

What we're seeing is our clients are increasingly using AI to ensure that the path from an initial issue or frontline support to when you talk to a human is faster, right? I mean, how annoying is it when you have an issue and you call a call center and you have to press 8, 13 times in order to get to... an actual resolution, right?

What we're seeing is our clients are increasingly using AI to ensure that the path from an initial issue or frontline support to when you talk to a human is faster, right? I mean, how annoying is it when you have an issue and you call a call center and you have to press 8, 13 times in order to get to... an actual resolution, right?

What we're seeing is our clients are increasingly using AI to ensure that the path from an initial issue or frontline support to when you talk to a human is faster, right? I mean, how annoying is it when you have an issue and you call a call center and you have to press 8, 13 times in order to get to... an actual resolution, right?

I mean, first and foremost, I am a believer and we're seeing this. And frankly, some of the platforms that exist, the big ones today, Amazon Connect, Google CCAI, like they are enabling the entire support process to move much more smoothly. But I think that obviating support is really probably going to be the gold standard.

I mean, first and foremost, I am a believer and we're seeing this. And frankly, some of the platforms that exist, the big ones today, Amazon Connect, Google CCAI, like they are enabling the entire support process to move much more smoothly. But I think that obviating support is really probably going to be the gold standard.

I mean, first and foremost, I am a believer and we're seeing this. And frankly, some of the platforms that exist, the big ones today, Amazon Connect, Google CCAI, like they are enabling the entire support process to move much more smoothly. But I think that obviating support is really probably going to be the gold standard.

Because to be very honest with you, you don't really, my hypothesis would be, you don't really need a human interaction if the problem is solved before it's a problem, right? We see that being issue is when a problem is a real problem and nothing else can solve it but a human.

Because to be very honest with you, you don't really, my hypothesis would be, you don't really need a human interaction if the problem is solved before it's a problem, right? We see that being issue is when a problem is a real problem and nothing else can solve it but a human.

Because to be very honest with you, you don't really, my hypothesis would be, you don't really need a human interaction if the problem is solved before it's a problem, right? We see that being issue is when a problem is a real problem and nothing else can solve it but a human.

And I think what we're seeing most of our clients make those investments, as I said, is figuring out how do you just obviate the need for support entirely.

And I think what we're seeing most of our clients make those investments, as I said, is figuring out how do you just obviate the need for support entirely.

And I think what we're seeing most of our clients make those investments, as I said, is figuring out how do you just obviate the need for support entirely.

Yeah, and I think, you know, if we look over the past five to 10 years, like five to 10 years ago, most companies, right? Whether they're tech companies, a travel company, or, you know, a retailer, we're doing some initial measurement, right? That would allow them to understand that, wow, an investment company

Yeah, and I think, you know, if we look over the past five to 10 years, like five to 10 years ago, most companies, right? Whether they're tech companies, a travel company, or, you know, a retailer, we're doing some initial measurement, right? That would allow them to understand that, wow, an investment company

Yeah, and I think, you know, if we look over the past five to 10 years, like five to 10 years ago, most companies, right? Whether they're tech companies, a travel company, or, you know, a retailer, we're doing some initial measurement, right? That would allow them to understand that, wow, an investment company

upfront to ensure that you obviate the need for support or when support is needed, that you solve it properly has real impact on customer lifetime value, right? Like, and in a, in a space and many of the companies that I, or many of the segments I just mentioned, um, Being able to retain a customer for longer is dramatically cheaper than having to go acquire a new one.

upfront to ensure that you obviate the need for support or when support is needed, that you solve it properly has real impact on customer lifetime value, right? Like, and in a, in a space and many of the companies that I, or many of the segments I just mentioned, um, Being able to retain a customer for longer is dramatically cheaper than having to go acquire a new one.

upfront to ensure that you obviate the need for support or when support is needed, that you solve it properly has real impact on customer lifetime value, right? Like, and in a, in a space and many of the companies that I, or many of the segments I just mentioned, um, Being able to retain a customer for longer is dramatically cheaper than having to go acquire a new one.

We see this specifically in the software space, right? So we've started to see this shift from doing measurement just to recognize that that problem exists to now being able to actually attribute the savings, which to be fair, has been a bit of a driver of investment into customer experience, right? Which makes total sense.