Matt Price

So a QA manager who would have been traditionally sampling calls and listening to calls and scoring them according to a Rubik and putting them into a specialist QA system that you would have had to abide.

But most of their work is automated now because of our system.

So they become insights managers.

And what they're doing is constantly looking at all the interactions and they will proactively come to our customers and say, do you know what?

As a shoe manufacturer, you've got a sizing issue on this line and you're generating these refunds and the AI is helping them there.

We recommend that you put a sizing guide on your website.

And so their role has changed from being a very functional role to being an advisor on insights.

That's right.

And that's one of six roles that get repurposed and retrained.

And it is easier in many cases to think about it as these are now forward-deployed resources.

We think a lot about it right now.

But rather than being engineers and AI coding,

therefore deploying the use of the AI into many organizations.

So helping you take most advantage of the insights that are generated, helping to tune the AI process and knowledge process, helping to restructure the escalation points to such the human there.

So we think of it rather than the people being the recipients of the AI, fixing it, they're on the front foot and working with the AI and helping customers innovate more quickly.

Yeah, you could imagine a BPO company, a labor-based company being bought by an AI company might trigger some questions from the teams there.

We've grown our labor base since the acquisition, partly because with AI,

Obviously, we're acquiring a lot more customers, but also the level of engagement goes up.

So typically, you could expect to see it.

Once people are happy with the service, they used to constrain and put the telephone number hidden away or it's hard to get service.