Matt Price

There is a term in CX called deflection and containment.

Most bot companies are talking about containment as if consumers are some kind of virus that you can't let near your organization.

If I am allowed to speak to a human, then I know that that's a costly resource for you and you're really going out of your way to make that connection with me.

Whether it's handled by the AI or the human, we only get paid when we solve that outcome and we never charge a customer if it was a negative customer experience because we can do that now.

To make AI work and automation work, being incredibly flexible about where you inject people and then continually evolving that is a valuable service.

Innovation in customer care is going to become as important as innovation in product.

Bigger than anything since maybe the introduction of the telephone.

Thank you, Grant.

Great to be here.

Without doubt, the introduction of LLMs is just such a major shift in customer care and the ability to do customer care.

Bigger than anything since maybe the introduction of the telephone, where people can communicate with businesses.

And there's been lots of incremental steps before then, but there really have been just that, small incremental changes.

LLMs really create a world of abundance in CX.

You know, the first time things are not constrained and businesses can open up the door to the interaction.

The problem is, is that at this stage, we're still at the early days where most AI is being bolted on to an old process.

And whereas actually what really needs to happen is the whole process or the whole of the customer experience process needs to be reinvented from the bottom up and become AI native.

That's what we've been focused on.

And so in an era of, you know, a lot of noise around AI bots, we've taken a different approach and we've created an AI native approach where we think about solving the problem right from the, when a customer starts the conversation right through to the escalation and when the customer's issue is resolved.

Yeah, so we have AI agents or assistants, as we call them, and they can interact with customers on any channel, such as voice, chat, email, and also provide assistance to agents.

And in fact, we've just launched something that's quite unique called multimodal AI, where we can actually do all of those things all at once within a chat window.