Matt Price

There's the logical, which is the service the product offers, which is, hey, I get credit for this business.

And then there's the emotional connection.

And there's no better place where the emotional gets activated to a brand is within customer care because that's where the human interaction actually takes place.

And you see it at retail or anywhere, you know, a restaurant, your whole experience, okay, how well the food is cooked is good, but really how you're made to feel is important.

And that's a human touch.

And what we're starting to see now is that

As consumers, we actually want to know how much you're investing in me as a consumer.

And obviously AI is an investment, but ultimately 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.

So I think we'll start to see the use of people as being a signal of a company willing to invest above and beyond other companies because they've made that channel available to you.

The first thing is very, very few companies, maybe American Express and Atlas, I can afford to serve

customers in the level that they would want to be within their current products and offering margins, which is why AI is this incredible disruptor in order to do that.

So if you're not open 24 by 7, if you're not speaking the language the customer wants, if you're not able to pick up and respond to them within seconds and diagnose the questions, then you're behind already.

Because AI can do all of those things for, you know, Anthony at Ratio is ahead because he's doing all these things.

You know, companies like other customers have ours, like, you know, Love Pop or, you know, property company, you know, Danak, you know, all of these, all these companies have now hit that new level of hygiene.

But the next level now is how do you innovate?

You know, and it's multimodal is one area of innovating, but what Anton is doing now is saying, actually, what if when somebody first gets our product,

that we just connect them immediately to an AI that helps them set it up.

So they're moving from a reactive to a proactive support case.

That's right, and it'll talk you through connecting it.

As soon as it's connected, it's got diagnosis that can then help you through it.