One of the cornerstone beliefs reflected in Essencient product design is the notion of your team’s competence: you invest in their training and the systems that support them, because you know that all they need to excel is the best conditions to do so.
Put another way, you’re not asking us to decide whether a social media post is a lead or a case, or anything else other than significant enough to warrant attention. Removing the hay so the needles are visible is the best way we can empower your team to make the best decisions. So we concentrate upon doing that.
One of the main reasons we emphasize hay removal is that your people are smarter than our tech. That will always be true. And one of the main reasons for that is what we call “world knowledge”. Sometimes people call that “context”. World knowledge is what we employ to make quality decisions about everything, and why we are capable of making decisions based upon more than just the case that’s in front of us.
A great example of the need for world knowledge is sarcasm. If I were to say, “Wow, isn’t it great that taxes are going up again?”, the odds are overwhelmingly good that I’m being sarcastic. Why? Because very few people actually like to pay more tax (I don’t know any, that’s for sure).
One of the greatest challenges to NLP tech like ours is a computer’s lack of world knowledge. Sure, we can try to develop constructs and methods to approximate world knowledge (and we do try…), but they will always be error-prone.
Your people, though, are far more likely to make the right call. So, our logic goes, why ask you to depend upon a substitute for something people do better? Precisely because we can dependably eliminate the noisy, useless conversations at low cost, we can deliver the much smaller number of highly useful conversations to your team for high-value decisions. And that, we believe, is what you really want us to do.
Do you agree? We’d appreciate knowing your opinion.