(Music) Like nobody really wants to make a phone call. Typically, email is a little too much. So you want to do it in the ways that you want to which is messaging, text messaging, Facebook Messenger, through the brand's app. Right now, it's a mess. A brand has 8 to 10 touch points with a consumer across different social networks, email relationship, call enter. For the first time, messaging is a platform that can reach every consumer. The biggest problem, the primary one is this terrible legacy voice system. So it's absurd that you have to spend 20 minutes or 30 minutes on hold with a large company that you're paying or do business with them. So it's both terrible for consumers, they can't stand 800 numbers voice calls, the IVR, hold music, all these things that make people have see red, they're angry. Everybody here has made a customer service phone call and you walk away and you're like this is horrible. But think about that life as an agent. They're getting that constantly from the other side of all day long, almost no breaks. So there's heavy attrition in that industry, it's upwards of 40 percent in some cases which is a very, very large attrition number. Working with the Watson team has been amazing, fantastic. With Watson's a leading, the leading AI out there. There's almost nobody that's even close at this point in time. So when we take our leading platform and a leading AI such as Watson and we pulled them together, it elevates the platform to a much bigger level. In our system, Watson is like an agent itself. Watson sits alongside human agents. If Watson can't answer something, the system passes it seamlessly to a human agent. We're cutting costs for brands, we're increasing conversations. More conversations are coming through. We're giving agents a better job. We're allowing them to up level their jobs, we're allowing them to think about things in the right way, and really use their intelligence across the board in a better way. I've seen certain situations, very specific situations in certain departments where we're getting to 80 percent of conversations being resolved by the AI. That's a pretty fantastic number. Agents are judged on things like CSAT, customer satisfaction. You can do the same thing with Watson, virtual agents, digital agents. They can and they should be measured just like humans. I think that brands are going to be putting messaging front and center. We're going to move into a future that there's going to be less apps and less complex website, these all going to be inside a conversation. The brands that make it the most seamless for to reach them on messaging are going to win. You can bring the best of the AI world and the human world into a single system, totally seamlessly and make customers happy. To the first time in history, you've had 100 percent access to people, 100 percent of the time. That as a premise changes the way that brands and consumers will interact with each other. (Music)