Matt Price

So it's using all of these different senses all in one interaction, rather than handing me off to different points of sources and doing things differently.

So we partnered with Ratio to implement that experience and it's game changing.

The head of customer support there now has moved from being a problem solver, people manager, tech evaluator,

We partner with him and he's now become a customer experience creator or an innovator rather than a resource manager.

Yes.

And just the extension of being able to do these things is very different.

But in order to make that happen...

Under the hood, we had to have the AI architected and engineered in a very different way.

The first phase of AI, LLM based AI is still very workflow driven or operation procedures.

You chunk up things and sequence them, send them off to the LLM and bring them back.

Well,

In a multimodal world, if you've done that for chat, you then have to do the same thing again for every other channel.

In a multimodal world, because your sequences or flows are different according to those channels.

What we've done is we've elevated things up a level further and given more autonomy to the AI.

And so the AI, if we tell it up front, you now have access to the device.

We don't have to give it any more instructions.

It's smart enough now to know.

Well, if I'm asking them to check the device, well, maybe I should check it myself first.

Or smart enough to know that if I'm asking somebody to do something with their hands, maybe I should flip it to a voice interaction.

So we're seeing incredible innovation and learning in combination of the AI figuring stuff out itself.