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0:00We are [music] facing one of the
0:02biggest, I'll call it a pandemic of
0:04sorts, loneliness. And Lyft's mission is
0:07to get people off their couches and go
0:11out into the world and interact with
0:18Our contact center agents, what [music]
0:20they're doing is herculean in so many
0:23ways. When a rider or a driver [music]
0:25is coming to us with something,
0:27something has gone wrong in their
0:28experience. And I think we say the best
0:30support experience is not having any
0:32support [music] experience.
0:33>> Our customer care team handles upwards
0:36of million plus contacts a month. It is
0:39high volume. It is customers who are
0:43[music] frustrated or something has
0:45happened and they need help and the
0:47agents are [music] trying their best to
0:50stay on top of that. So our goal with AI
0:53was starting really slow and building
0:55trust. They can access [music] support a
0:57few different ways, but one of the main
0:58ways will be either through the help
1:00center or through [music] their earnings
1:02tab and through there they will open up
1:04our AI assistant. And the thing that
1:06we've really emphasized there is natural
1:07language. So being able to describe
1:10their issue in their own words. We've
1:12had almost 70% of our drivers today use
1:15AI. We're building [music] deep trust
1:17that if it cannot solve the issue, it
1:20very quickly will get me to human. And
1:23that's the relationship that we [music]
1:24wanted our customers and our drivers to
1:26>> AWS announced about two and a half years
1:29ago the AWS Genative AI innovation
1:31center and that [music] is allowing us
1:35to bring our deep science experts,
1:37engineers, strategists and [music]
1:40architects to work with our customers
1:42across the globe bringing deep technical
1:44expertise to real world problems [music]
1:46and solving them in a manner that allows
1:48businesses to get the outcomes that
1:50they're expecting. Okay, I'm a driver. I
1:52have questions about my pay. The AI
1:54assists [music] me, you know, in my own
1:56words, what am I there for?
1:58>> Some questions or or interactions will
2:00[music] be fairly straightforward. Some
2:02will be quite complex and in some
2:05[music] cases actually very ambiguous.
2:07And so that's an area where we have to
2:08work through to understand what we call
2:10intent classification. Once we get that,
2:13you then move on to doing what's called
2:15intent [music] handling. So actually
2:17executing whatever that intent was. It's
2:19really incredible to just see this
2:22magical moment where [music] they start
2:24to share their issue and they might be a
2:25little hesitant and then as we show that
2:28this is really an intelligent assistant
2:29that [music] can carry a conversation
2:31with them, you see them open up more and
2:33like share more and ask follow-up
2:35questions and then within [music]
2:37seconds I have a resolution. That
2:40experience historically would have taken
2:41[music] 10 15 minutes that AI now can
2:44solve in less than 2 minutes. So overall
2:48for our AI assistant, we're seeing usage
2:50rates around 70%. [music]
2:52So our riders and our drivers are
2:54picking this as their support channel.
2:56We are seeing really high accuracy
2:58[music] rates in terms of the
3:00resolutions that we're giving to them
3:01seeing in that like 85% 98% range.
3:04>> Technology could be amazing, but if you
3:07don't use it properly to drive either
3:09business or mission outcomes, it doesn't
3:12make it valuable. and showing the aha
3:16moment and driving those outcomes that
3:19they're after is what excites me. And as
3:21[music] we've been collaborating with
3:23the Generative AI innovation center,
3:25we've really started to transition from
3:28just being able to answer educational
3:29questions to building AI [music] agents
3:32that is conversational and natural and
3:35goes beyond just sharing a resolution
3:37and actually can take an action on
3:38behalf of the user and give them that
3:41faster resolution [music] that we are
3:42really excited about. As those low
3:45volume, low severity and [music] high
3:48volume, high complexity issues start
3:53solved by Genai. Our humans, what we
3:57[music] are going to need them to solve,
3:59that bar of complexity is going to keep
4:01going up and up and up. And [music] so
4:04enabling them with the right knowledge
4:06and just really investing in our people,
4:09that's where [music] we're headed in the
