The conversational AI is good. We're working to improve it and make sure that our interactions are linked appropriately and not too cumbersome for our employees and staff. We are driving it down to, "What do you need? What do you want?" so that it's one, two, or three questions, intuitive and user-friendly. We have the ability to alter phrases, create new phrases, enhance phrases, or change paths. From the dashboard, we are able to get a lot of information we need about what people are asking, where they are dropping off from conversations, and where they do not get the information they need. That has been helpful to us in understanding how we can improve our most common questions. Using the control center to extend the language model or design interactive conversations is the bread and butter of the solution. Our success is based on our ability to create those interactions and make sure they're specific to our users so these things don't have to go to our service desk and are fulfilled automatically. Either the user gets their responses through the appropriate knowledge articles, a ticket is created for them, or ideally, we route their questions through automation.
