Jack Taylor, a product engineer at Gradient Labs, and Ibrahim Faruqi, an AI engineer, dive into the complex world of customer support automation. They discuss the iceberg metaphor of support, emphasizing how much more lies beneath the surface. Unique agent coordination for inbound, back office, and outbound tasks is explored, along with natural language procedures allowing experts to train agents seamlessly. The challenges of defining success in outbound interactions and ensuring regulatory compliance through innovative guardrails add intrigue to their enlightening conversation.
