Mati Staniszewski: commitment

Transcript context

…How does this break down between… We had Des Traynor from Intercom on here and they have Fin, their agent, and it's a thing on the website that you can go talk to. He described a very similar phenomenon that you described, which is, you start maybe thinking, "Oh, this will help me answer customer support queries." It becomes like a generic UI for the website, where it's a box you can type in to go do things and understand things. Why wouldn't you read the docs and design your integration that way? Whatever. Will I have one for text and then one for voice? Will you guys do text, too? How does that... Because it seems like this is also succeeding at the text level with Fin and Sierra and all these things. The places where we know we will be able to provide the biggest value is where, ultimately, today you will have either a big portion or most of the interactions coming for voice. If that intersection is there, that's where we can provide higher value. Of course, if you need a text chatbot there… If you fix the voice agent, you have fixed text piece inherently as well. The place where we do optimize today is going to be like, how do you select the right voice for the right customer interaction, how you pull that in there. In the pretty complex case of what you mentioned earlier, of how you orchestrate that to pause or look for something deeper into the docs, how it can be extension of entirety of the business, so not only in support, but across the entire user journey. The bottom line is we want to be able to provide you across the entirety of the interactions. Voice is usually a big part of those interactions. We need to solve the integrations, we need to solve the knowledge, we need to solve text as part of that. We wouldn't, for example, go into what I think will happen in a lot of those cases, very deeply into reasoning version of those use cases where you maybe need the multitouch. Yeah, and a lot of complex actions.…

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