[johnjwang]

+1, very much agree with this. AI-driven chatbots are a piece of the puzzle for many of our users -- they cover commonly asked questions and can deflect a lot of questions. But it’s still just a portion of the work (even if a majority of volume). For example, a lot of “hard” support questions involve jumping between systems and following complicated (often nonexistent) procedures, even aside from models that understand intent.

Also to be fair to our team, we do have a bunch of problems that we no longer think of as AI, but are still super algorithm-intensive: forecasting, modeling of queues, and schedule optimization.