Olivia Moore

Like everyone is focusing at that base.

It makes sense.

It's already to a certain point being commoditized.

Like those are simpler tasks and people keep talking about like, you know, like AGI and general models being able to like automate that work maybe.

But the point is, if you get stuck at a corner of that base,

you're never going to climb that pyramid of complexity because in order to climb, you need to actually capture context across channels and across functions.

We've mentioned this a bunch of times now.

When I was explaining the example of a negotiation, I was talking about phone calls, but what if you get an email from another carrier actually putting an option?

All of a sudden, what if the voice agents don't know that there's an email coming through for the same load?

It's the same information.

It doesn't matter the channel.

And also what you learn from that

carriers, like the same customer you have or the same carrier you have when you're tracking a load or doing all these things.

So if you focus on automating this part of the base, that one corner for everyone, you're probably not going to be able to climb this pyramid of complexity.

So it's about creating a unified understanding of the business in order to start climbing that pyramid of complexity and going to the deeper, complex decisions that actually drive economic value for the enterprises.

Yeah, I would say highly communicational.

And actually, more than communication, interface of work, interface to the external world, meaning also browsing a website to retrieve the ETA of a shipment is some sort of interaction with the outside world.

Voice to a certain point is a soft API, as we were talking about, same as an email is a soft API or a website is a soft API.

Like when you're extending information between systems, of course, an API programmatically makes more sense, but sometimes that doesn't really, it's not the case.

So however we can help move the flow of information between systems via voice, email, browsing a website or whatever it takes.