[liztsai]

Thanks for the perspective! To be fair, we can't claim to have any experience running operations at the scale of thousands and thousands of agents - we think we know a way to get there someday soon.

As a related tangent, one thing we do for a few companies is essentially serve as air traffic control. Even if we can't solve all of the issues and some issues need escalation, we help make sure that it's only one hop away from the right group.