Hey Matt,
Jean-Marc Ly

Thanks for your feedback. We aim to take Level 1 support off the hands of our clients and be faster and always responsive on their behalf, while routing and escalating more complex conversations for their team. We’ve got good feedback regarding this approach and this is how we are thinking for the future, of course aiming to automate more and more.

As for training on past conversation, it works for general use cases, a challenge though is when a new product or service is introduced by a client, there there might be a cold start problem that needs a more hands on approach.

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