Using AI and ML to Help Humans, Not Replace Them - ML 071
Adventures in Machine Learning
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Is There a State in Which You Need to Identify a Rogue Actor at the Actual Company?
One of our customers had a situation where one agent was really, really good at upselling a particular support plan. They're an attached rate like 10x the next agent. So we kind of look at that and say, hey, well, you know, why is this agent so good? What are they doing? And can we get other people to replicate that behavior as well? Well, it turns out that there was a sort of a free support tier. And this agent was telling customers that to get any help whatsoever, they had to pay for the premium support tier. Yeah, so you need to need to be a little careful about blindly learning from behavior because you also need to balance
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