Pablo Palafox

to help you when your car breaks down is very similar to when a trucking company has a broken truck.

That sort of problems are repeatable across the real economy, if you will, when there's this coordination problem across customers, partners, and your own employees.

I think it's super important that the experience remains as human as possible, even if you say that it's an AI.

We're now live with hundreds of thousands of end customers or end users talking to our agents, not only via email or chatbot or website, whatever it is, but mostly through voice.

Like voice is one of our primary channels.

And one thing we saw is even if you say it's an AI, even if you disclose at the beginning, hey, Mr. Driver, I'm an AI agent.

I'm calling you because I need to know where you are.

At the beginning, they might be like,

what do you just say?

But then very soon they forget.

And they forget in a good way because they are now just having a normal conversation with a system that is smart enough to not make their life or their day even harder than it was already before.

So I think the conversationalness, the human-like capabilities are very important to

make technology work.

So for us, the product is shaped around that experience.

Some people were telling us at the beginning, like, no, you don't need these agents to sound superhuman.

Why are you investing so much on the text speech?

Why do you care if the agent just mispronounces a load number, a shipment number?

It's like, what do you mean?

That's the whole point.

You want the experience to be as good as possible.