Kishan Chetan

So I think that stuff's like the thing that we should not do, right? So you should make this experience like super seamless. So that way when you go in, You know all of this information. You've taken everything that you've had from the bot or the agent in this case, and that's available to the human agent to do really well. Then we also have agents that sit alongside the human.

For example, how can you get a prescription on what are the three things you need to do If somebody is complaining about a bad router at their house, right? And that agent essentially makes the human as well, far more powerful. But the most important thing is any conversation that's happened before with an agent, pass the full context, provide the right context to the customer.

For example, how can you get a prescription on what are the three things you need to do If somebody is complaining about a bad router at their house, right? And that agent essentially makes the human as well, far more powerful. But the most important thing is any conversation that's happened before with an agent, pass the full context, provide the right context to the customer.

For example, how can you get a prescription on what are the three things you need to do If somebody is complaining about a bad router at their house, right? And that agent essentially makes the human as well, far more powerful. But the most important thing is any conversation that's happened before with an agent, pass the full context, provide the right context to the customer.

And most importantly, the customer should just feel it seamless. And you know what? From a human, you might actually go back to an agent for some other reason, or you might go to a different channel because you might have started the whole thing in a chat message, but now you're going into your phone and we really don't want you to chat on your phone when you're driving.

And most importantly, the customer should just feel it seamless. And you know what? From a human, you might actually go back to an agent for some other reason, or you might go to a different channel because you might have started the whole thing in a chat message, but now you're going into your phone and we really don't want you to chat on your phone when you're driving.

And most importantly, the customer should just feel it seamless. And you know what? From a human, you might actually go back to an agent for some other reason, or you might go to a different channel because you might have started the whole thing in a chat message, but now you're going into your phone and we really don't want you to chat on your phone when you're driving.

So you might just convert that into voice. So all of that needs to be very seamless. And we've put a lot of effort to make sure that it is.

So you might just convert that into voice. So all of that needs to be very seamless. And we've put a lot of effort to make sure that it is.

So you might just convert that into voice. So all of that needs to be very seamless. And we've put a lot of effort to make sure that it is.

And that's exactly right, Lauren. I mean, listen, I mean, if you look at the average contact center and, you know, I was speaking to two customers this week, one of them, they basically hire 120% of their contact center every year. So that means that they lose all of their reps and they have to hire 20% more. So like how much can you actually learn about your own product with that type of a churn?

And that's exactly right, Lauren. I mean, listen, I mean, if you look at the average contact center and, you know, I was speaking to two customers this week, one of them, they basically hire 120% of their contact center every year. So that means that they lose all of their reps and they have to hire 20% more. So like how much can you actually learn about your own product with that type of a churn?

And that's exactly right, Lauren. I mean, listen, I mean, if you look at the average contact center and, you know, I was speaking to two customers this week, one of them, they basically hire 120% of their contact center every year. So that means that they lose all of their reps and they have to hire 20% more. So like how much can you actually learn about your own product with that type of a churn?

And then I spoke to another customer who was like, you know, had very low, you know, attrition, but they were moving from one department to the other. So they would be doing travel one day, then they would be doing luxury the other day in this large retailer. So then it becomes really important for these like agents to be very knowledgeable.

And then I spoke to another customer who was like, you know, had very low, you know, attrition, but they were moving from one department to the other. So they would be doing travel one day, then they would be doing luxury the other day in this large retailer. So then it becomes really important for these like agents to be very knowledgeable.

And then I spoke to another customer who was like, you know, had very low, you know, attrition, but they were moving from one department to the other. So they would be doing travel one day, then they would be doing luxury the other day in this large retailer. So then it becomes really important for these like agents to be very knowledgeable.

And what you don't want on a call is somebody telling you, and this has happened to all of us, I'm sure. Wait for a moment. I need to go like, you know, go check for this and I need to go research about this or I need to go speak to my supervisor. And you're like, Why am I calling this place if these people whom I'm talking to are not the experts?

And what you don't want on a call is somebody telling you, and this has happened to all of us, I'm sure. Wait for a moment. I need to go like, you know, go check for this and I need to go research about this or I need to go speak to my supervisor. And you're like, Why am I calling this place if these people whom I'm talking to are not the experts?

And what you don't want on a call is somebody telling you, and this has happened to all of us, I'm sure. Wait for a moment. I need to go like, you know, go check for this and I need to go research about this or I need to go speak to my supervisor. And you're like, Why am I calling this place if these people whom I'm talking to are not the experts?

So I think in some sense, the agent sitting next to you makes you the expert because everybody's short on time. We all want our answers now and when we want it. And having this agent providing you that and helping that human employee provide the right answers with the right context and being able to do the automations makes it super important because then, as you said,