The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 13 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 0 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
Sapoznik: Legacy contact center incumbents are overwhelmingly underwhelming technology companies
“Most of the legacy incumbents are overwhelmingly underwhelming technology companies.”
Sapoznik: Switching from Siebel to Salesforce gives agents zero productivity
“If you survey the agent that spent eight hours looking at Siebel and now is spending eight hours looking at Salesforce and you ask agent, how much more productive are you? The answer is effectively zero.”
Sapoznik: GPT-4 real-time call center suggestions cost $50-$100 per conversation
“In an average conversation, there's thousands of pings to this model. You can say, well, couldn't GPT-IV, for example, make those predictions? It actually could, and it'd probably do a very decent job out of the box. The problem is your conversation will cost …”
Sapoznik: Operating enterprise startups in stealth mode is a stupid idea
“That's a very, very stupid idea. Do not be on stealth mode. There's very seldom good reasons for doing it.”
Sapoznik: Call center agents face an annual turnover rate near 100%
“And then agents have an average attrition rate of about a hundred percent per year, depending on the year.”
Sapoznik: ASAPP automates customer service via bottoms-up human agent augmentation
“So our approach is automate as much as you can, augment the rest, and the more you augment, the more you can actually automate in a bottoms-up way, not in a rules-based way, which is traditionally how things have been automated in this space.”
Sapoznik: Agents click ASAPP's AI suggestions 80% of the time
“And today in our most mature customers, roughly 80% of everything an agent does is click on those suggestions that the system's generating.”
Sapoznik: Under 1% of traditional call center interactions undergo manual QA
“So as a result of that pretty burdensome and silly way of doing quality assurance, on average, less than one percent of interactions end up going through that process.”
Sapoznik: OpenAI is aggressively commoditizing NLP and machine learning capabilities
“Where we see this going is what open AI and all that we're doing is really a really fantastic and spectacularly aggressive commoditization of NLP and some other machine learning capabilities.”
Sapoznik: Current LLMs cannot execute UI-driven action workflows for call centers
“Which large language models can do very good jobs at predicting language and things of that nature, but they really can't do very much on the action space, especially in that action space, not API driven, but it's literally a UI workflow that an agent's doing.”
Sapoznik: Great board members advise but recognize the CEO is driving
“One is being a sounding board that recognizes you're driving the car. I'm not driving the car. I'll tell you what I would be doing if I were driving it, but even if you disagree with what I'm saying, I recognize you're driving it.”
Sapoznik: John Doerr introduced ASAPP to Tim Cook in 12 minutes
“And I asked John Dole, do you think you can help me with someone at Apple? Cause there's this Apple, but he's like, what do you need? Can you drop me a note? And then, 12 minutes later, I had an introduction to Tim Cook saying, can you help this kid with like …”