Some of it appears to be entirely out of his control.

So what's happened here is Ed Sheeran's doing this huge stadium tour of America.

He's playing these football stadiums, 70,000, 80,000 people at night.

He had a very good sort of, pretty good sort of varied support build.

And this is the interesting bit.

So he's got McLemore, who's kind of part of the controversy here.

He's already been on stage doing, you know, Free Palestine is part of his show and he goes out and says that.

But I wonder how much scrutiny it stands up to when, as already mentioned, you know, your best mates with billionaire Bob Kraft.

I actually

believe you can be positive, though.

You can say...

Because I came from that, just getting on stage, no idea what we're doing.

I mean, they would have pilloried us, but I wouldn't have taken it off of them.

I would have told them to get lost, you know.

And that was the difference between probably in punk and now, where people go, oh, please like me.

all

The first step is to figure out which conversations Autonomous AI can handle well and which ones still need a person.

The autonomous interactions are great for narrower use cases, for things like FAQs, to help customers get the information they need.

In some cases, those autonomous interactions are collecting data about who their customer is and what they're looking for.

So that when an escalation occurs, that the escalation is richer and puts the customer and the agent in position to get them what they need.

And then as we think about the human enablement piece, It's about having faster and better experiences so that when you get transferred as a customer to that human agent that they have the information, they've collected the information, and they can help you get an overall better experience and get it faster.

He shared what he's taken away from those experiences.

Start small, start with specific use cases, make sure that you're thinking about the end-to-end journey, both the autonomous and the human interactions, and make sure you have the right measurements in place so that you can start to think about how you want to iterate and drive results.

A common mistake is boiling the ocean and trying to end up building too much in the early versions of either a voice or text-based AI solution.

Is that a crazy process or am I overanalyzing that?

I'm going to make it so crazy.

You have this lady who's got a 15-year-old dog who's very sick.

Very sick.

I mean, they need blood.

We're thinking to get IVs going and stuff.

And they think, your dog hasn't had a rabies shot.

You have an oath.

A Ronnie Biggs-Sex Pistols collaboration song, No One is Innocent, is released in the UK in June 1978.

This should've been completely rubbish, going down to Rio to meet a criminal who's slipped the law to go make a record with half a band.

You'd think that'd just be, like, the most untogether record of all time, but they actually made a really kickass great tune.

Ronnie Biggs penned the main verse himself, calling it a punk prayer.

Ronnie Biggs was doing time.

Till he done a bunk.

Now he said he's seen the light.

And he sold his soul for punk.

I spoke to John at Midori House earlier and began by asking whether there was a particular moment for him when punk rock changed everything.

It's probably more in little increments.

You could-- You saw this thing coming.

I mean, glam rock had sort of finished in '75, so there's about...

This is a long time when you're a teenager.

It's a whole year where there wasn't really any music you liked.

Then I started looking at music papers, and so you could start reading about these other bands.

Well-known ice skating soundtracks.