“For all the reasons we were excited about external AI, we need them internally. Knowledge Assistant is pretty magical. It’s the next natural step for us.”
“Agents know that members are waiting in the queue, and they want to give members the best service, but can only help one member at a time. That’s a lot of pressure, and they feel rushed. The member feels that too, and we want the member to feel like they’re getting our undivided attention.”