Were there any of these perhaps that surprised you? And is there a number that didn't maybe make the press release that you're almost quietly quite proud of as well?

Right.

So I think that you've touched on the numbers here that we're really proud of.

Right.

So we've reduced efforts for our customers, our CPs and for our end customers.

And we've made that more efficient.

But ultimately, the end game is it's a greater customer experience.

The team did an amazing job, to be clear, but that would be something I would insist on, perhaps.

What's the solution combination that you've chosen to be able to do this?

Yeah, and I think just to touch on that solution combination, it may not be the specific question you're asking me, but I'd like to touch on it if it's okay.

That's fine.

And I will come back to your question, I promise.

AI is not, in my opinion now, about replacing people, right? It's about how do you work alongside the AI So what we've built credibility on is we've taken a lot of the transactional yet proactive interactions away from our colleagues.

And now we're giving them the real complex work to deal with.

Perhaps the AI capabilities it can't yet do.

What can we expect? What are you excited about?

What is the most important enabler for companies turning AI capabilities into real bottom-line efficiency, and what are the leaders doing that sets them apart?

Yeah, so Zach said a couple of points, and, and I'll paraphrase a little bit.

Perseverance, thinking differently.

So I think there's some leaders out there that are looking to apply AI to get instant results, and when those results don't come instantaneously, then there's a tendency to, "Well, it didn't work.

Let's try something different." So the first thing first is start with the high-value business case, high volumes.

That's exactly what we did in Openreach.

We took the biggest volume user case first.

Um, how can organizations use AI to deliver hyper-personalized proactive journeys on the back end while keeping every interaction feeling genuinely human and connected?

How did that come about? And did you always want to build something?

Yeah, I mean, I'll go back further than that.

I mean, my father was an accountant by trade, but he was an absolute serial entrepreneur.

You know, when I was 50 years ago, he was selling, you know, he would come home with solar panels and telling me this is the future.

You know, so it was...

You know, so it was really installed in us.

You know, I had car cleaning rounds and gardening rounds and all that sort of stuff at the age of 12, 13 and stuff.

Yeah