Pablo Palafox

So that was very clear.

That shaped the type of products that we had to build, the type of primitives that we had to build.

I can bring up the Kuninagel use case.

We recently announced our partnership with the marquee like Freight Forwarder.

Great partners.

I was having a personal lunch with their head of air.

Shout out to our friend Imve at Kuninagel at his house in Spain.

And what I learned from their operations is that

This is not a simple customer service type of create a ticket in Zendesk and you're done, or you reply based on a knowledge base.

Customer support for these real economy industries like logistics, transportation, freight forwarders, broader supply chain, even other industries like the telco space or the utility space, it's not as easy as just replying based off of a knowledge base again.

There's a lot that happens afterwards

that really has to get done to provide that update to the customer.

So example, freight forwarding, Kuninagal, they are serving customers, very large customers, I cannot name who, but imagine that you are a big customer of Kuninagal and you ask, hey, where is my shipment?

What happens now is an agent has to turn around and go find it.

That go find it is very complex.

You need that coordination.

You need basically an orchestration agent that is, okay, this is an air shipment.

So obviously relates to airlines.

Who is the airline on this shipment?

Okay, let me go to the airline's website.