Santiago Suárez

Because with legal, you actually need to take this incredible foundation that I was talking about, but you now need to make sure your LLMs work extremely well.

So you need to build the right rack pipelines, you need to build the right kind of feedbacks and effectively RLHF in-house loops because 48-hour clock starts.

You need all the data from every customer service interaction this customer had, all the data from your financial core, all the data from the transaction history log.

They need to package this in a way that's sensible, legally allowed with the right precedence.

And they need to get ready for a fairly junior lawyer to say, yep, this looks good on print.

So, and I remember when we were discussing this, I was like,

but let's start with customer service like everyone else.

And Carlos, my CEO, and then Mauro, they were like, no, this is the harder problem, but this is the one that scales.

Because all the pipelines we need to build for the, A, by the way, we are saving a few lawyers, if not more on this, because we're able to get incredible efficiencies.

But B,

Think about what it takes to resolve a lawsuit in 48 hours that otherwise the CEO is liable to go to jail, where you have to pull all the right data, you have to pull all the right information, all the right pricing with great accuracy.

So it was a six-month investment to build these pipelines.

We built these pipelines.

And then, you know, within 90 days, we had V1 of our customer service agent, which, as I mentioned, you know, off the gate, it was crazy.

Off the gate, 100% resolution.

100%, not resolution, 100% handling.

And off the gate, it was 60% resolution.

Wow.

Because if you could resolve a lawsuit...

you could resolve most customer service interactions.