We completely agree that anyone making product decisions should spend a considerable amount of time listening and seeking customer feedback but we see ScopeAI as a tool that can make that process more efficient and accurate. Using algorithms for mining trends can prevent product decisions from being made with biases like Recency Effect[0] for example.
We also think ScopeAI can customer feedback more transparent and accessible to people across the company - this becomes more and more of an issue as companies scale and ticket volumes becomes unmanageable for people to manually sift through. For example it’s a lot harder for a CEO to read all customer service tickets if they receive 100 an hour!
Most other businesses need more touch with the customer.
If you are at the "hacker and/or hustler" phase, efficiently using the time of the principals matters a lot; a founder could probably train a system like that in a week or so and use that to reply to tickets with less time spent and then hand it off to other hires like a "playbook".
This would be valuable to us.
This is great for me as a customer, but I suspect it creates for you a greater per customer text volume to comb through than most other banks.
Anyway, looks like this might become a sale - hope it goes well for both sides.
(A very satisfied Monzo customer)