Exactly. I didn't mention it in the post but the master plan is to give companies analytics over their customer conversations and documentation. This was techni

Exactly. I didn't mention it in the post but the master plan is to give companies analytics over their customer conversations and documentation. This was technically possibly years ago but no one did it because customer support was seen as a cost center and the goal was to minimize spend. Companies rarely invested in CS instrumentation, or even outsourced the function entirely, which I find super odd because no one talks to customers more than the CS team. With language models being where they are today, companies can get some really valuable insights out of these conversations, but like you said they do need to measure and store the right things.