[stronglikedan]

> how are you going to train up the tier 3 reps

iterative feedback loops using memories for context, of course. just like they trained the first two tiers

[kjs3]

Where are the feedback loops for customer issues that haven't arisen before, or happen very infrequently. The existence of a tier 3 is for problems that aren't an everyday occurrence. Further, these are often all or partially 'people problems', not 'technology problems'.