12 agents left. One started as a pipe.
You let your agent run every call and text, on any lab's model and any line. The more customers it knows, the harder to replace.
12 agents run the world's customer conversations. One of them started as an API for sending texts, in San Francisco.
The Chair: Per-message revenue is 9% of the total now. We hold 47% of our customers' conversations.
The Chair: T-Mobile has offered 4x our value. They'd like the pipe and everything said through it.
The Buyer: We've carried your traffic for years. It feels only natural to carry you.
Outcome: Won the relationship
You charged for conversations, not minutes, and favored no lab or line. Customers trusted your agent with every call. Now a carrier wants it.
- A. Take T-Mobile's offer. The network buys the conversation.
- B. No. The conversation stays neutral. Every carrier. Every lab.