[Music] early Journey customer story I'm with ASF it's great to have you let's start with question one so question one one we had one of the nation's largest ins ins and consulting firms they did an early Journey with us with now assist what was their goal and what were they looking to address ASF thanks for having me Chad so um that's right we did have one of the largest insurance and consulting firms as a customer of ours right and uh one of the things that they turned to us for was to really increase their self-service uh they have a pretty robust catalog item but one of their challenges was that they couldn't get people connected with the right catalog items right and that was something that when they saw the value of nalysis Tri TSM became a real no-brainer for them that's that that is awesome so all right what do you believe was their biggest success on this journey do you feel yeah I think it was going to be that they had an an immediate impact this is a customer that started their Journey on Monday and they had real tangible Dem demonstratable use cases on Wednesday wait wait hold on a second so Monday Tuesday Wednesday they're up and running just in three days with Gen with this gen now assist wow that's correct yeah and uh for them this is a this is a huge game changer for them because this is a company that really Prides themselves on being able to provide efficient experiences um that really don't compromise their requestor experience right um after all this is a company that was wrot voted a top place to work for several years in a row so for them to get that experience out there in the short amount of time was a huge Roi for them absolutely 100% agree all right so huge success huge wins what do you think some of the Lessons Learned or early challenges were for this customer on the journey yeah that's a tough one I think you know most of the feedback that came in was really about how do we just make this product that much better okay and and this was this is the fun part about working with customers is that they really do challenge us so we're very prideful with what we deliver but they keep us honest and what they said was we want this to be even more engaging right it's it's great that I can get connected with a uh a knowledge article and that knowledge article does attempt to answer my questions so I don't have to click on it but what happens when I have a follow-up question right and that was that's a limitation in our product today um that we are addressing in a few short months with our next release and with a feature that we're calling multi-turn KB articles which really allows them to have that like follow-up question experience that becomes really changes the way that you experience knowledge it becomes way more engaging and interactive and will drive more resolutions at the end of the day that's awesome okay so last question we know that the service now platform seems to have been a unique Catalyst for a lot of this success what do you see as being next for this team you know it it is uh for them what analysis for itm is allowed them to become more strategic right and then and and especially in this space around when you have a virtual agent deployed um what you want to do is really just focus on the content that it is surfacing to your requesters right and so that's what analysis for itm has done because the the cost to maintain this has gone to virtually nothing because they're just simply saying here's KB articles let make them more engaging here are catalog items that's make those more engaging what it's turned them into is content curators so now that they can actually look at the content they have improve it and create more of it and that's something that we're helping them with on our road map as well is that ability to create more KB articles and catalog items um with our generation capabilities amazing so that concludes four minutes four questions I appreciate you ASF great insights so questions comments any concerns maybe new topics please reach out to us in community you'll see The Links at the end of this and O I look forward to episode two thank you sir thank you Jack