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And in particular, in San Francisco, our second hub is growing, you know, fantastically well, but we need more. We just can't grow hard enough.
we have been able to actually get incredible results with training our own models and delivering it to production.
we built a way to experiment. So we have a very closed loop where something new happens, you know, somebody on Slack messaged me and said, dude, like I saw this post on X. We don't really have, I don't really have to believe it. I don't even look at the benchmark. The thing we do is like, okay, let's set it up, let's run an experiment internally. So we can actually see a performance of every model on our own internal benchmarks versus the other ones that you cannot trust it.
another huge advantage that I have to say, we built it entirely on our own. So we have full understanding of every single part of it.
we have these millions of conversations every day, we make decisions, can we understand at scale the impact of those decisions? And then once you start doing that and you're doing systematically, kind of like the results speak back to you.
what we did, which I think is quite exceptional, and to me at least is what really engages me and really keeps me going, is to build a mixture of expertise, right? So we have at least, we have top academic talent, you know, including like myself, professors of top universities, as well as like top developers.
it's like when they're talking about reliability, they're like, okay, if the LLM can take it up to 90%. And then we say 90%, that means for like 60 million phone calls per month, per year, it means like an enormous amount of failures. That is totally unbearable.
the predictions of renewals that we're using really elaborate, kind of the neural network that we built in the house, but they have nothing to do with LLMs.
we have a mixture of cutting edge AI in a kind of more LLMs frontier base. But we also use a lot of traditional machine learning, because we have a ton of data.
Voice is, we were very early on, on voice, we've been in it for three years. We definitely, and that's one of the things I love about Mina and Tony and their vision, we definitely started when it was way too early.