But how are you thinking about it? Yeah.

Well, I certainly don't hate trying to understand lifetime value of a customer because I think that it's an interesting number.

But I think what I like to do and encourage my customers to do is analyze every conversation, whether it be with a human or with an AI interaction.

And actually say, don't ask, did the problem get solved? I mean, ask that.

But say, did that seem like it was a good experience? You can actually, you know, ask literally, did that feel like a good experience? Did it feel like it got solved? I would also say stop measuring some things.

Don't measure average handle time as a metric you care a lot about.

It's one of the classic ones of like, you know, if you want to have great average handle time, just hang up the phone every time someone calls, you'll have a tremendous handle time.

And now the people in the room

What made them successful?

Yeah, I think the number one thing is that you have to be able to start off from a foundation of, of understanding what your outcomes are, and then thinking about how you're gonna do that.

And it's not just throwing an LLM or some RAG-based logic at something, but instead saying, "Hey, I have goals.

I need to achieve them for my end customers.

What are the things I need to be able to do that?" And first off, you need to be able to have a solution that is able to take action.

The second piece of that that's super important is you have to be confident and trust that action, and the trust part is so important.

And so I think that's an interesting part of this entire thing, which is I believe customers, and I'm seeing this happen, are being very, very thoughtful in how they decide to implement.

when we think about customer service?