- Define, track, and monitor product key performance metrics and process metrics. Monitor AI performance metrics (e.g., coverage rate, resolution rate, satisfaction, etc.), and use data to drive continuous improvement. - Leverage customer feedback, user research, and data analytics to identify opportunities for growth and continuous improvement in the customer support lifecycle journey.

Your Impact Support the Customer Center of Excellence (CoE): Partner with customers in building and nurturing their internal CoE. Train "Agent Champions" and empower customers to independently iterate, govern, and scale their AI footprint. Data-Driven Governance & Telemetry: Monitor agent performance telemetry, success rates, and friction points to identify where agents are stalling. Use data-driven insights to proactively recommend optimizations to the customer's workflows.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.